Student Account Associate Supervisor

Penn State Lady Lions; State College (Centre County); Hybrid; USD 49,000 - 71,000; Full time

Benefits offered by this job

75% tuition discount

Comprehensive benefits package

Job summary

Penn State is seeking a Student Account Associate Supervisor within the Office of the Bursar. The role focuses on counseling on university policies, analyzing student accounts, resolving issues, and guiding billing and financial aid processes.

The position offers a flexible hybrid arrangement (up to 3 days onsite) and requires an Associate Degree with 4+ years of relevant experience. Strong customer service and MS Office skills are essential.

Qualifications

• Associate degree or equivalent combination of education and experience.
• 4+ years of relevant experience preferred.
• Strong attention to detail and analytical thinking.
• Excellent interpersonal and written/verbal communication.

Responsibilities

• Counsel students, families, staff on bursar policies and student accounts.
• Provide in-depth analysis for student accounts and resolve issues.
• Guide billing, financial aid disbursement, and refunds via phone, email, or in person.
• Accept payments, issue receipts, and maintain records.
• Train and coach staff; manage scheduling and escalated resolutions.
• Collaborate with Bursar management to identify improvements.
• Possibly supervise at least 2 full-time direct reports.
• Prepare reports on phone and in-person activity; monitor metrics.
• Analyze student account data to improve efficiency and service.

Skills

Attention to detail

Interpersonal skills

Written and verbal communication

Customer service

Education

Associate Degree

Tools

Microsoft Word

Microsoft Excel

PeopleSoft Campus Solutions

Job description

Approval of remote and hybrid work is not guaranteed regardless of work location.For additional information on remote work at Penn State, seeNotice to Out of State Applicants.

POSITION SPECIFICS

Finance and Business is a values driven organization that supports thousands of university faculty, staff, and students, while also providing services to the broader community and society. The Office Budget and Finance is part of the Finance and Business team and has a vision to recruit, develop and retain outstanding people who efficiently provide exceptional service in support of Penn State's teaching, research and public service missions.

The Office of the Bursar is seeking highly motivated and skilled individuals with excellent customer service skills to fill a full-time position as a Student Account Associate Supervisor.

The successful candidate will:

• Provide counseling and guidance to students, families, staff, and campuses on University and Bursar policies and procedures related to all aspects of the student account throughout the student life cycle
• Provide a high level of in-depth analysis for student accounts
• Resolve issues with accounts
• Guide students and families through the billing and financial aid disbursement and refunding processes, by responding to direct requests from students, families, and staff via telephone, e-mail, and visitors to the Bursar's Office
• Accept and post payments, and issue receipts
• Provide information on University Policies and processes and is a resource for the Student Account Specialists team; responsible for training and coaching staff, team scheduling, customer intake statistical reporting, and handling of escalated student resolution
• Work closely with Bursar management to make recommendations for improvement
• May have direct supervisor responsibility depending on business needs of at least 2 full-time direct reports
• Works under limited supervision
• Prepare and complete reports showing incoming activity for both phones and in-person; monitor individual activity spreadsheets to assist with reporting
• Gather, evaluate, and analyze Student Account Statistical Data to suggest improvements, enhance efficiencies, and apply team resources appropriately for benefit and to maximize customer service

Skills and experience include:

• High level of attention to detail and critical thinking skills
• Strong interpersonal, written, verbal, and grammatical skills
• Customer services skills
• Knowledge of Microsoft Word and Excel
• Experience with PeopleSoft Campus Solutions is highly desirable

This position offers a flexible work arrangement that combines remote and on-campus work (up to 3 days per week onsite). Questions related to flexible work should be directed to the hiring manager during the interview process.

The anticipated application review will begin November 4th and will continue until filled.

MINIMUM EDUCATION, WORK EXPERIENCE & REQUIRED CERTIFICATIONS

Associate Degree4+ years of relevant experience; or an equivalent combination of education and experience acceptedRequired Certifications:None

BACKGROUND CHECKS/CLEARANCES

Employment with the University will require successful completion of background check(s) in accordance with University policies. Due to the financial and fiduciary responsibilities of this position, successful completion of a credit history check will be required in addition to standard background checks.Penn State does not sponsor or take over sponsorship of a staff employment Visa. Applicants must be authorized to work in the U.S.

SALARY & BENEFITS

The salary range for this position, including all possible grades, is $49,188.00 - $71,340.00.

Salary Structure - Information on Penn State's salary structure

Penn State provides a competitive benefits package for full-time employees designed to support both personal and professional well-being. In addition to comprehensive medical, dental, and vision coverage, employees enjoy robust retirement plans and substantial paid time off which includes holidays, vacation and sick time. One of the standout benefits is the generous 75% tuition discount, available to employees as well as eligible spouses and children. For more detailed information, please visit our Benefits Page.

CAMPUS SECURITY CRIME STATISTICS

Pursuant to the Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act and the Pennsylvania Act of 1988, Penn State publishes a combined Annual Security and Annual Fire Safety Report (ASR). The ASR includes crime statistics and institutional policies concerning campus security, such as those concerning alcohol and drug use, crime prevention, the reporting of crimes, sexual assault, and other matters. The ASR is available for review here.

EEO IS THE LAW

Penn State is an equal opportunity employer and is committed to providing employment opportunities to all qualified applicants without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. If you are unable to use our online application process due to an impairment or disability, please contact 814-865-1473.

Penn State is committed to and accountable for advancing equity, respect, and belonging. We embrace individual uniqueness, as well as a culture of belonging that supports equity initiatives, leverages the educational and institutional benefits of inclusion in society, and provides opportunities for engagement intended to help all members of the community thrive. We value belonging as a core strength and an essential element of the university's teaching, research, and service mission.

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