Penn State Job Catalog

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:

– Supervisor

Base Description:

– Supervises direct reports, but primarily completes activities, tasks, and/or projects of a functional nature.

Level Summary:

– Demonstrates appropriate knowledge to perform own work; spends majority of time on tasks related to own job responsibilities. Demonstrates baseline planning, organizing, directing, and facilitating skills. Reviews completed work of others to verify accuracy and quality. Follows recommended approaches to assigned work. Supervises assigned staff and coordinates routine work activities. Monitors employee interactions and facilitates a productive working environment. Communicates instructions and policies in a consistent, effective and timely manner. Identifies and addresses concerns appropriately. Makes recommendations for possible solutions.

Supervisory Responsibilities:

– Typically oversees at least 2 full–time direct reports or equivalent team of part–time and/or student workers (for Support track, performs work at Senior Support level or higher; for Professional track, performs work at the Advanced Professional level or higher)

Fiscal Responsibilities:

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

Problem Solving:

– Encounters generally routine problems with progressively more complex and/or varied problems
– Typically follows standard operating procedures to resolve problems
– May apply specialized knowledge and skills to resolve complex and/or varied problems
– Applies proven and tries new approaches when solving problems

Independence of Action:

– Works with minimal supervision on difficult work assignments, conferring with manager on unusual matters
– Follows precedents and procedures
– Organizes work of direct reports and may set priorities within general guidelines established by manager
– Reviews the work of others to verify accuracy, quality, and conformance to required procedures and special instructions

Communication and Collaboration:

– Communicates internally within working unit and the University
– Communicates with external audiences for scheduling/coordination
– May communicate with external audiences for business purposes
– Collaborates closely with team members; may interact with other staff outside of area
– Utilizes a communication style that is appropriate for a given situation
– Interprets and communicates information, ideas and instructions clearly and accurately both verbally and in written materials

• Comp Grade – 7
• Minimum – $46,400.00
• MidPoint – $56,800.00
• Maximum – $67,300.00