Student Account Associate Supervisor

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

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

Retirement plans

Paid time off

75% tuition discount

Job summary

The Pennsylvania State University is seeking a Student Account Associate Supervisor who will counsel students and families on Bursar policies, perform in-depth account analysis, and resolve issues across the student life cycle. The role includes training staff, supervising a small team, and producing reports on activity for multiple channels.

Hybrid work with up to 3 days on campus; strong communication and analytical skills are essential, along with knowledge of Word, Excel, and PeopleSoft

Qualifications

• 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.

Responsibilities

• 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 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 train and coach 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
• 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

Attention to detail

Interpersonal skills

Customer service

Microsoft Word

Excel

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.

• comprehensive medical coverage
• comprehensive dental coverage
• comprehensive vision coverage
• robust retirement plans
• substantial paid time off which includes holidays, vacation and sick time
• 75% tuition discount, available to employees as well as eligible spouses and children

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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There's a reason Penn State consistently ranks among the top one percent of the world’s universities. Across 24 campuses, our 100,000 students and 40,000 faculty and staff know the real measure of success goes beyond the classroom – it’s the positive impact made on communities across the world. Our ideals stem from our origins as Pennsylvania’s sole land-grant institution, which allow us to continue to bring positive impact to humanity through our teaching, research, and engagement mission. And across the world is a community of Penn Staters – more than half a million strong – driven by that same spirit to serve our local and global communities. At Penn State, passion is met with collaboration in an environment that is rooted in shared pride for the accomplishments of our fellow students, faculty, staff, and alumni. Penn Staters cheer each other on to build a culture committed to service and engagement. Our University values represent our core ethical aspirations for all our daily activities and actions as students, faculty, staff, and volunteers at Penn State. Our values are as follows; Integrity, Respect, Responsibility, Discovery, Excellence, and Community. We Are Penn State. One Community. Impacting Many.