Penn State Job Catalog

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The defined natural career progression within or between job profiles.

Student Accounts

The Student Account Associate supports and serves students, parents, and authorized payers contacting the office of the bursar regarding issues or questions concerning student accounts.  This position provides information on university policies and processes and serves as a resource for student account specialist staff.

• Respond to incoming phone calls/emails from customers regarding the status of student accounts; identify customers’ needs and requests and handle escalated calls/issues
• Research, analyze, and review student accounts to spot issues; provide accurate information and referrals
• Walk customers through Penn State’s student information system and the student-payment third party vendor processes; troubleshoots issues with customers over the phone
• Respond to incoming emails from customers via the Bursar’s Electronic Student Inquiry Response System
• Post payments and questions on student accounts and provide accurate information about University policies and procedures
• May handle physical payments including personal checks, certified checks, money orders and large amounts of cash; open and close cashiering office and close and balance cashier/register
• Document calls and follow up with customers as needed
• Perform in person transactions as a Cash Intake Agent for customer cash payments
• Implement recommendations for customer service improvement with Student Account Specialist Team
• 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
• Prepare and complete reports showing incoming activity for both phones and in-person; monitor individual activity spreadsheets to assist with reporting

Level:

– Intermediate Support

Base Description:

– Completes administrative activities and tasks of a technical or functional nature.

Level Summary:

– Demonstrates ability to perform intermediate tasks in defined skill areas. Demonstrates intermediate knowledge of internal procedures. Works under general supervision, performing assignments that may be varied and sometimes difficult. Supports team decisions and follows through with team responsibilities. Interprets and communicates information clearly and accurately. Demonstrates intermediate problem–solving skills.

Supervisory Responsibilities:

– May provide basic direction to lower level support staff

Fiscal Responsibilities:

– Handles routine financial transactions
– May validate and pay invoices

Problem Solving:

– Encounters generally routine problems; occasionally faces more complex and/or varied problems
– Typically follows recommended course of action and procedures to resolve problems
– Applies knowledge of institutional policies and procedures in determining course of action

Independence of Action:

– Work is generally monitored by supervisor
– Detailed instructions and procedures are generally provided
– Uses available guidelines to make appropriate adaptations to routine situations and refers other situations to supervisor

Communication and Collaboration:

– Communicates internally within working unit and/or the University
– May communicate with external audiences for scheduling/coordination
– Collaborates closely with team members
– Interprets and communicates information, ideas and instructions clearly and accurately both verbally and in written materials that may be intended for distribution

• Comp Grade – 5
• Minimum – $38,300.00
• MidPoint – $46,900.00
• Maximum – $55,500.00