Student Accounts Customer Service Representative

Job Requisition:

JR102142 Student Accounts Customer Service Rep (Open)

Job Posting Title:

Student Accounts Customer Service Rep

Department:

CC00454 WM001 | WMUO | Bursar's Office

Job Family:

Staff - Administrative & Office Support

Worker Sub-Type:

Regular (benefited)

Job Requisition Primary Location:

Blow Memorial Hall

Primary Job Posting Location:

Posting Location - William & Mary

Job Description Summary:

The Bursars Office is responsible for student accounting, cashiering, and receivables and collections activities for the University. The office manages billings, collections, deposits, and accounts for the revenues. Activities are performed within guidelines established by state and federal regulations and generally accepted accounting principles.

The Student Accounts Customer Service Representative provides front-line customer service to the Bursar’s office; answers the phone, services walk-in customers and maintains accurate financial transactions related to student accounts. Accountable for all aspects of processing student payments to include vendor invoicing and reconciliations.

Core responsibilities include:
• Serves as a front-line customer service representative, providing accurate and timely information about student accounts charges and payments, payments plans, refunds, outside scholarships, third-party payments, and 1098T tax forms.
• Manages outside scholarship process and third-party contracts: Posts, releases, and reconciles scholarship memos to student accounts. Invoices and follows up with scholarship organizations and third-party contract vendors about payments that have not been received or need to be returned by the University. Monitors outstanding invoices, and delinquent accounts. Maintains scholarship and third-party files utilizing a document imaging system. Reviews all memos for accuracy prior to the e-bill process being run to ensure that the information is up to date.
• Assists students with Tuition Installment Payment Plan: reviews student’s enrollment eligibility, set up, adjustments, ensures tuition and fees are covered by a payment plan, and resolves students’ payment plan inquiries, including payments made via Touchnet payment system, late fees, and delinquencies.
• Processes contracts for local school districts, Virginia 529, Post 911 GI Bill, invoices contract organizations and reconcile all records of payments received to rosters.
• Processes all employee waivers and senior citizen waivers per Commonwealth of Virginia and University policy.
• Assists with all Military billing processes.

Job Description:

Required Qualifications:

• High School diploma or equivalent.
• Strong background in customer service/customer relations
• Demonstrated experience with accounting or fiscal administration.
• Knowledge of student accounts, collections, and financial aid processes.
• Familiarity with accounting policies and procedures, with demonstrated cash handling skills.
• Knowledge of student loan processing of both private and federal loans.
• Proficiency in a variety of software applications, including MS Office (specifically Word, and Excel) and automated accounting software programs.
• Excellent communication and interpersonal skills with a strong customer service orientation and the ability to work effectively with a diverse University community, exercising diplomacy and good judgment in all interactions.
• Effective problem-solving skills with the ability to learn and apply processes and procedures and resolve a multitude of issues within the scope of the position.
• Strong organizational skills with the ability to work independently in a fast-paced environment, and manage competing priorities in stressful situations.

Preferred Qualifications:

• University-level courses in accounting, finance, or closely related fields.
• Knowledge of Commonwealth VA policies and procedures particularly in a higher-education setting.
• Knowledge of Banner student and finance modules or another ERP-based module system.
• Working knowledge of the TouchNet system is desirable.
• Experience working in student accounts or Bursar’s office is highly preferred.
• Experience using Banner (Finance) or a similar Oracle-based accounting system is desirable.
• Experience working with VA policies and procedures within a state college or university system.
• Experience working in higher education, preferably in a student accounts office.

Conditions of Employment: 

• This is a non-exempt position, eligible to receive overtime in accordance with the Fair Labor Standards Act.
• This position may be subject to overtime beyond the typical work day/week due during high peak times, as approved by the supervisor.
• Work Location: This position is eligible for a hybrid work arrangement; however, regular on-site presence at William & Mary is required. The selected candidate must be able to report to campus as needed to fulfill position responsibilities, attend meetings, and support departmental operations. Remote work arrangements are subject to departmental needs and university policies.

Duties: 

40%- Front Line Customer Service:

• Serve as a front-line customer service representative.
• Provide prompt, efficient and exceptional service to all customers.
• Answer phone, services walk-ins and accurately respond to email and voicemails and or forwards message as appropriate.
• Counsel students on status of scholarship awards, direct/private loans, other financial aid and over-payments and refunds.
• Explain with accuracy all accounting transactions such as charges and/or payments for tuition, room, board, and special fees.
• Provide information to students about delinquent accounts and collection status.
• Assist students with questions related to the 1098T tax form.
• Advises students on proper procedures to have their account charges updated or adjusted.
• Stay current on updates to tuition and fees and student accounts processes.
• Maintain an understanding of the TouchNet payment plan so that accurate information can be conveyed to the customer.
• Remain up to date on federal Title IV rules and regulations.
• Maintain a thorough understanding of the flow of processes through student accounts and the impact that those processes have on other areas within the University.

30%- Scholarship and Third-party Payment Processing:

• Process all incoming student scholarships received from outside organizations. Post and release scholarship memos to student accounts as appropriate.
• Monitor all scholarship memos and follow up with scholarship organizations in regard to checks that have not been received by the University.
• Create accurate invoices and bill outside organizations by the end of the add/drop period each semester.
• Monitor outstanding invoices and follow up with appropriate agency(s) in regard to delinquent accounts. Maintain accurate files for expected as well as received outside scholarships.
• Reconcile totals of outside scholarships reflected in Banner student with totals in Banner finance for reporting purposes.
• Ensure the total of checks released reconciles with the cashiering session in Banner prior to submitting the checks to the cashiers for processing.
• Review all memos for accuracy prior to the e-bill process being run to ensure that the information is up to date.
• Verify and reimburse scholarship organizations for payments that have been received by the University for students who withdraw from the University, do not maintain required qualifications or do not qualify for scholarship funds.

20%- Contract Processing:

• Process contracts in Banner for numerous organizations to include local school district contracts, Virginia 529 contracts, Post 911 GI Bill, and others as appropriate.
• Accurately bill contracts by the end of the add/drop period each semester.
• Ensure all accounts receivables are reviewed and maintained in accordance with state and federal regulations and guidelines.
• Follow up with any outstanding invoices and ensures all monies are collected.
• Partner with other departments on campus, as well as governmental agencies to ensure proper coding, billing, and receipt of funds.

10%- Waivers and Exemptions Processing:

• Accurately process both employee tuition waivers as well as waivers of tuition and fees for senior citizens.
• Remain current on Commonwealth of Virginia as well as University policies and procedures governing the proper handling and recording of waivers.
• Reconcile Banner student with Banner finance for waivers.
• Other duties as assigned.

Posting Range: Up to $42,866 commensurate with experience

Additional Job Description:

Job Profile:

JP0205 - Administrative & Office Specialist III - Nonexempt - Salary - S05

Qualifications:

Compensation Grade:

S05

Recruiting Start Date:

2026-10-09

Position Restrictions:

Continuing E&G funded position and not term-limited

EEO is the Law. Applicants can learn more about William & Mary’s status as an equal opportunity employer by viewing the "Know Your Rights" poster published by the U.S. Equal Employment Opportunity Commission. https://www.eeoc.gov/know-your-rights-workplace-discrimination-illegal

Background Check: William & Mary is committed to providing a safe campus community. W&M conducts background investigations for applicants being considered for employment. Background investigations include reference checks, a criminal history record check, and when appropriate, a financial (credit) report or driving history check.

Applicant Notice: By applying for this position, you consent to William & Mary's use, review, and retention of your application materials for recruitment and employment purposes. Materials may be shared with authorized individuals participating in the hiring process and will be managed in accordance with applicable laws and university policies.

Probationary Period Notice: Individuals selected for full-time staff positions will be required to complete a twelve (12) month probationary period in accordance with university policy.

Remote Work Disclaimer: Remote work eligibility is not guaranteed and is subject to approval. Employee eligibility depends on the likelihood of the employee succeeding in a remote work arrangement and the supervisor’s ability to manage remote workers. Departments and/or Human Resources may amend, alter, change, delete, or modify eligibility.