Penn State Job Catalog

Additional levels that exist for this job profile can be seen below.

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:

– Senior Support

Base Description:

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

Level Summary:

– Demonstrates proficient and comprehensive knowledge of defined skill areas. Applies knowledge of principles, practices, and procedures of a particular field to decision–making and problem–solving. Works under minimum supervision on varied and sometimes difficult work assignments, conferring with supervisor or subject matter experts on unusual matters. May lead others or a team in completion of complex assignments. Interprets and communicates information clearly, accurately, and persuasively. Researches and tries new approaches when solving difficult or novel problems.

Supervisory Responsibilities:

– May serve as lead support staff and/or provide basic direction to lower level support staff
– May serve as direct supervisor for part–time, student, and/or temporary workers or volunteers

Fiscal Responsibilities:

– Handles financial transactions
– May validate and pay invoices
– May monitor/track budgets for specific area and/or grant(s)

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
– May use experience to resolve more complex and/or varied problems, with supervisor oversight
– Demonstrates proficient and comprehensive knowledge of institutional policies and procedures in determining course of action

Independence of Action:

– Works with minimal supervision on more difficult work assignments, conferring with supervisor on unusual matters
– May set priorities and organize work within general guidelines established by 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; may interact with other staff outside of area
– Interprets and communicates information, ideas and instructions clearly and accurately both verbally and in written materials that may be intended for distribution

• Comp Grade – 6
• Minimum – $42,100.00
• MidPoint – $51,600.00
• Maximum – $61,000.00