Student Accounts Representative

University of North Carolina Wilmington; Wilmington (NC); On-site; USD 44,000 - 49,000; Full time

Benefits offered by this job

Tuition opportunities

Wellness programs

Health coverage

Learning & development

Job summary

University of North Carolina Wilmington is seeking a Student Accounts Representative to serve as the main contact for student financial accounts and to deliver exceptional customer service. You will analyze account activity, explain billing processes, and manage holds and adjustments per university policies.

The role involves processing transactions, maintaining accurate records, and coordinating with campus departments to resolve complex issues while ensuring compliance and confidentiality in a

Qualifications

• Bachelor's degree or equivalent combination of training and experience.
• Two+ years in student services, higher education, or related administrative environment.
• Experience interpreting policies and resolving student account issues.

Responsibilities

• Serve as primary point of contact for students, parents, faculty, and staff on student financial accounts.
• Process account transactions, maintain records, and administer holds in accordance with policies.
• Coordinate with campus departments to resolve complex account issues and ensure compliance.

Skills

Customer service

Communication

Attention to detail

Problem solving

Time management

Education

Bachelor's degree in Business Administration / Public Administration / Higher Education Administration / Finance / Accounting / Communications

Tools

Banner Student

Banner Finance

TouchNet

Ocelot

SSRS

ERP/CRM systems

Job description

Student Accounts Representative

Benefits of Working at UNCW:

At the University of North Carolina Wilmington, we are driven by aclear purpose: to empower student success, advance innovation, andstrengthen the communities we serve. Guided by our strategic visionand commitment to excellence, UNCW offers a dynamic andcollaborative environment where employees can make meaningfulcontributions while growing their careers.Located in coastal NorthCarolina, UNCW combines the energy of a thriving academic communitywith the natural beauty of nearby beaches and outdoor spaces. Here,professional opportunity is balanced with an exceptional quality oflife—creating a workplace where you can thrive both personally andprofessionally.As a member of the Seahawk community, you'll benefitfrom a culture that values well-being, lifelong learning, andconnection. UNCW offers a competitive and flexible benefits packagedesigned to support your health, financial well-being, andprofessional growth. From comprehensive health coverage andretirement options to generous paid leave, tuition opportunitieswithin the UNC System, learning and development opportunities, andwellness programs, UNCW is committed to helping you thrive both atwork and in your personal life.

Recruitment Range:

$43,940 - $48,823The salary rangeadvertised is the designated recruitment range for thisclassification. Final salary offers will be determined by thecandidate's education, relevant experience, internal equityalignment, and departmental budgetary param

Vacancy Number:

S02927

Competency Level:

Journey

Location of Workplace:

Main UNCW Campus

Home Department:

Student Accounts/Cashiers - 35101

Primary Purpose of Organizational Unit:

The Finance team within the Division of Business Affairs supportsthe University's mission, strategic vision, goals, and objectivesby providing comprehensive financial services that promote soundfiscal stewardship, regulatory compliance, operational efficiency,and exceptional customer service to students, faculty, staff,campus departments, and federal, state, and other externalstakeholders.

The Student Accounts and University Cashiers Office is responsiblefor administering the University's student financial operations andserves as the central depository for University revenue. Thedepartment manages student billing, cashiering, accountsreceivable, student refunds, third-party billing, payment plans,military education benefits, student and non-student collections,departmental receipting, and cash management activities. Inaddition, the office oversees student financial accounting andreporting, campus financial feeds, Title IV financial aidaccounting and federal drawdowns, reconciliation of financialtransactions, month-end and fiscal year-end closing activities, andcompliance with applicable federal, state, UNC System, andUniversity regulations.

Through these responsibilities, the Student Accounts and UniversityCashiers Office safeguards University assets, ensures the integrityof student financial records, supports enrollment and studentsuccess initiatives, and provides accurate, timely, and efficientfinancial services to the campus community.

University Information:

The University of North Carolina Wilmington, the state's coastaluniversity, is dedicated to the integration of teaching, mentoring,research and service. Widely acknowledged for its world-classfaculty and staff and continuously recognized at a national levelfor scholarly excellence and affordability, UNCW offers a powerfulacademic experience that stimulates creative inquiry and criticalthinking.

A public institution with nearly 18,000 students, UNCW offers afull range of baccalaureate- and graduate-level programs, as wellas doctoral degrees in educational leadership, marine biology,nursing practice and psychology; and many distance learningoptions, including clinical research, an accelerated RN-to-BSNprogram, an Executive M.B.A. program structured for workingprofessionals, and the nation's only bachelor's degree programfocused on coastal engineering.

The university's efforts to advance research and scholarlyactivities have earned UNCW the elevated designation of "DoctoralUniversities: High Research Activity" institution (R2 University)by the Carnegie Classification of Institutions of HigherEducation.

UNCW has been part of the University of North Carolina System since1969.

Location of Workplace:

Main UNCW Campus

Brief Summary of Work for this Position:

The Student Accounts Representative serves as a primary point ofcontact for students, parents, faculty, staff, and externalstakeholders regarding student financial accounts. This positionprovides comprehensive customer service and account support byanalyzing student account activity, explaining billing and paymentprocesses, resolving account-related inquiries, and administeringaccount holds and adjustments in accordance with universitypolicies and procedures.

The position is responsible for supporting student accountoperations through the processing of account transactions,maintenance of account records, administration of student accountand payment-related holds, and coordination of communicationsregarding billing and payment obligations. The incumbent serves asa subject matter resource for student account policies andprocedures and assists students and families in understanding theirfinancial responsibilities to the university.

The Student Accounts Representative utilizes multiple Universitysystems to research, analyze, reconcile, and maintain studentfinancial records while independently managing assigned studentaccount cases from initial inquiry through resolution. The positioncoordinates with multiple campus departments to resolve complexaccount issues, interprets University policies, and exercisesindependent judgment to ensure accurate account administration,regulatory compliance, and exceptional customer service. Theposition also assists with account verification requests, tuitionreimbursement processing, enrollment confirmations, reportingfunctions, and other operational activities supporting the StudentAccounts and University Cashier's Office.

Work requires the ability to interpret and apply universitypolicies, analyze financial account information, exercise soundjudgment when resolving student concerns, maintain confidentialityof sensitive information, and provide exceptional customer servicein a high-volume environment. The position serves as backup supportfor various office functions and contributes to the efficientoperation of student receivable and revenue managementprocesses.

Minimum Education and Experience Requirements:

Bachelor's degree; or equivalent combination of training andexperience. All degrees must be received from appropriatelyaccredited institutions.

Preferred Education, Knowledge, Skills &Experience:

• Bachelor's degree in Business Administration, PublicAdministration, Higher Education Administration, Finance,Accounting, Communications, or a closely related field.
• Two or more years of progressively responsible experience instudent services, higher education administration, studentaccounts, financial aid, accounts receivable, customer service, ora related administrative environment.
• Experience interpreting and applying University policies,procedures, and regulations to resolve student account and customerservice issues.
• Experience researching, analyzing, and resolving complexstudent account inquiries and financial discrepancies.
• Experience working with enterprise information systems such asBanner Student, Banner Finance, TouchNet, Ocelot, SSRS, orcomparable ERP and customer relationship management systems.
• Knowledge of student billing, payment processing, refunds,account holds, payment plans, tuition reimbursement, enrollmentverification, and higher education business processes.
• Knowledge of FERPA, GLBA, Red Flags Rule, and other federal andstate regulations governing student information and financialrecords.
• Strong analytical and problem-solving skills with the abilityto evaluate individual situations, interpret policies, determineappropriate resolutions, and recommend process improvements.
• Excellent customer service, interpersonal, and conflictresolution skills with the ability to effectively communicate withstudents, parents, faculty, staff, and external stakeholders.
• Excellent written and verbal communication skills withexperience preparing correspondence, educational materials,procedural documentation, and public presentations.
• Strong organizational and time management skills with theability to prioritize multiple assignments, manage competingdeadlines, and work independently in a high-volume, fast-pacedenvironment.
• Proficiency with Microsoft Office applications, includingExcel, Word, Outlook, Teams, and technology used to support studentservices and communication initiatives.
• Experience developing, maintaining, or supportingtechnology-based communication tools, chatbot platforms, websites,knowledge bases, or online training resources.
• Ability to identify operational improvements and recommendenhancements that improve customer service, efficiency, compliance,and the overall student experience.

Required Certifications or Licensures:

N/A

FTE:

1.0 FTE (40 hours per week)

Months Per Year:

12 Months

Work Days:

Monday - Friday

Work Hours:

8:0 am - 5:0 pm

Type of Position:

Permanent

Position Number:

S02927

Job Posting Date:

09/28/2026

Posting Close Date:

10/12/2026

Number of Openings:

Single Incumbent

Special Notes to Applicants:

This position is being recruited at the Journey level. If no applicants apply who meet the required competency andtraining & experience requirements, then management mayconsider other applicants. Salary would be determined based oncompetencies, equity, budget, and market considerations.

Eligibility for Employment:

Final candidates are subject to criminal & sex offenderbackground checks. Some vacancies also require credit or motorvehicle checks. UNC Wilmington participates in E-Verify. Federallaw requires all employers to verify the identity and employmenteligibility of all persons hired to work in the UnitedStates.

UNCW does not discriminate against any employee or applicant foret employment because of his or her race, sex (such as gender, genderidentity, marital status, childbirth, and pregnancy), age, color,national origin (including ethnicity), religion, disability, sexualorientation, political affiliation, veteran status, militaryservice member status, genetic information, or relationship toother university constituents - except where sex, age, or abilityrepresent bona fide educational or occupational qualifications orwhere marital status is a statutorily established eligibilitycriterion for State funded employee benefit programs.