The FS Account Representative is responsible for specific tasks related to Student Financial Services and must be knowledgeable in student account receivables and student loans. Â As front-line customer service representative, the FS Account Representative must maintain a comprehensive understanding of student, parent and employee loan programs, University student account receivables, and a thorough understanding of the Banner, TouchNet and SAL-NET systems. Â Â
The FS Account Representative provides counseling to students, borrowers and families via walk-in, telephone and email and ensures a positive and efficient transition of business to team members for the numerous contacts to Student Financial Services as determined necessary. Â The representative will collect on inactive student account balances as part of the job responsibilities. Â
The individual in this position will be required to work independently with less supervision, from various locations on Brownâ™s campus in order to serve the needs of all student populations and must be flexible with work hours. Â This individual must display effective independent decision-making skills and ability to apply sound judgement with respect to procedures and professionalism. Â This position requires a strong commitment to customer service, and a high degree of tact and confidentiality.
Â Respond to inquiries regarding student account transactions and academic financing options including installment payment plans and loan borrowing and requirements
Respond to and triage inquiries received in various locations on Brown's campus as needed to serve the needs of all student populations; Triage and respond to departmental email, phone and in-person inquiries from students, borrowers and their families in a timely and accurate manner.Â
Greet and screen visitors in a professional and courteous manner; obtain and give information as needed; assist students/families with completing forms and documents; direct to other office staff as appropriate
Answer a multi-line phone system; screen calls; answer routine inquiries; redirect calls as necessary to other staff
Suggest educational financing options to students and families based on individual situations.
Assist borrowers in understanding academic financing options, including installment payment plans and loans, and counsel borrowers through the related processes
Provide administrative support to Financial Services
Sort and distribute mail for Student Financial Services (Bursar and Loan Offices)
Coordinate and process all information received and sent via facsimile
Sort and compile documentation and assist with mailings to students, borrowers and families
File incoming correspondence after taking appropriate action; assist with other filing as needed
Perform as Financial Coordinator for Workday transactions and ordering and maintaining inventory of office supplies
Maintain contact list of departmental staff
Coordinate transmission of scanned/hard-copy documentation between locations
Perform other clerical functions and loan data entry as needed
Assist with coordination of financial services events, including but not exclusive of room scheduling, catering requests and expenditure tracking
Collection of assigned inactive student accounts for payment of balances owed
Validate accuracy of inactive student account charges, including researching with other departments; make or recommend to departments adjustments when needed
Monitor balances due and make appropriate collection efforts to resolve unpaid inactive student account balances
Process monthly inactive student account statements, including print and mail.
Apply appropriate due diligence in the collection of inactive student accounts by making telephone calls, sending email, sending delinquency/demand letters, and setting up appropriate payment arrangements.
Make recommendations for third-party collection on inactive student accounts.Â Monitor and assist with the collection of third-party communications and payments.
Assist with student account and loan related duties as assigned
Process returned mail; update former student / borrower demographic information; perform skip trace functions and provide new information to appropriate Financial Services staff member(s)
Generate electronic notifications to students and/or borrowers as needed
Daily Cash and other Loan Office reports for accuracy.
Prepare and send documentation for paid in full loans according to federal regulations
Print and coordinate distribution of student account refund requests; print and prepare student account statements for accounts requesting hard copies; and other related mailings
Other student account and loan related projects as assigned
Required: Â High school diploma required
Preferred: Â Associateâ™s degree in business related field preferred
3-5 yearsâ™ experience in an office environment, preferably in higher education industry and/or background in receivables
Experience in customer service role dealing with confidential complex situations
Experience in making outbound collection efforts, preferably in the higher education industry
Â Job Competencies
Must demonstrate evidence of detailed-oriented customer service skills including the ability to understand and follow Federal regulations and University policies.
Effective interpersonal and strong oral and written communication skills are essential in order to interact regularly with prospective and current students and their families regarding sensitive and confidential information.Â Excellent organizational ability is required to perform several task simultaneously.
Willingness and ability to demonstrate a positive attitude and genuine interest in assisting students, often under stressful conditions.
Ability to work in various locations while demonstrating a high level of professionalism with less direct supervision. Ability to apply sound judgement and independent decision-making skills with respect to procedures.Â
Must demonstrate dependability and maintain a good attendance record. Must be mindful of peak periods throughout the academic year cycle.
Ability to make accurate calculations with numbers and to perform basic accounting-related tasks
Proficient in Microsoft Office required; working knowledge of Banner, TouchNet and Workday preferred
Ability to work and act independently and work harmoniously as a team member
Excellent attention to detail and ability to shift focus and priority in a fast-paced environment.Â Must be able to work with a diverse population.
Ability to maintain confidentiality of sensitive information
Candidates please note: All offers of employment are contingent upon a criminal background check, credit check and education verification satisfactory to Brown.
Recruiting Start Date:
Job Posting Title:
Financial Services Account Representative
Scheduled Weekly Hours:
Please note that in order to be considered an applicant for any staff position at Brown University you must submit an application form for each position for which you believe you are qualified. Applications are not kept on file for future positions. Please include a cover letter and resume with each position application.
Brown University is committed to fostering a diverse and inclusive academic global community; as an EEO/AA employer, Brown considers applicants for employment without regard to, and does not discriminate on the basis of, gender, sex, sexual orientation, gender identity, national origin, age, race, protected veteran status, disability, or any other legally protected status.
Internal Number: REQ163557
About Brown University
Located in historic Providence, Rhode Island and founded in 1764, Brown University is the seventh-oldest college in the United States. Brown is an independent, coeducational Ivy League institution comprising undergraduate and graduate programs, plus the Alpert Medical School, School of Engineering, Executive Master of Healthcare Leadership and the IE Brown Executive MBA.