Student Account Associate Supervisor

Penn State University; University Park (TX); Hybrid; USD 49,000 - 71,000; Full time

Benefits offered by this job

75% tuition discount

Job summary

Penn State University is seeking a Student Account Associate Supervisor within the Office of the Bursar. The role focuses on counseling students and families, analyzing accounts, and resolving issues across the student life cycle.

The position supports a hybrid work arrangement with up to three days on campus and opportunities to train staff, generate performance reports, and drive process improvements in a complex university setting.

Qualifications

• Associate degree required.
• 4+ years of relevant experience; or an equivalent combination of education and experience accepted
• None certifications

Responsibilities

• Counsel and guide students, families, staff on University and Bursar policies during the student life cycle.
• Provide in-depth analysis for student accounts.
• Resolve issues with accounts.
• Guide students and families through billing and financial aid disbursement and refund processes via phone, email, and in person.
• Accept and post payments, and issue receipts.
• Train and coach staff, manage scheduling, and handle escalated student resolutions.
• Collaborate with Bursar management to recommend improvements.
• May supervise at least two full-time direct reports.
• Prepare reports showing activity for phones and in-person visits; maintain reporting spreadsheets.
• Analyze Student Account data to suggest improvements and optimize resources.

Skills

Attention to detail

Interpersonal skills

Customer service

Education

Associate Degree

Tools

Microsoft Word

Excel

PeopleSoft Campus Solutions

Job description

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 Degree

4+ years of relevant experience; or an equivalent combination of education and experience accepted

Required 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 Pennsylvan