Student Accounts Advisor
3 weeks ago
**Job Purpose**:
Under the direction of the Assistant Director, Student Accounts, the Student Accounts Advisor (SAA) provides proactive, customer-friendly, quality service to a diverse client population. The SAA utilizes an in-depth understanding of registration, student accounts, tuition, and fee assessment, playing an essential role in managing and updating student accounts at the University. The SAA provides customer service, transaction management, financial counseling, and collections services for outstanding accounts. The Student Accounts Advisors have an influence on the student experience and financial stability, contributing to the overall efficiency of the University’s financial operations.
**Key Activities**:
**Student Accounts - Customer Service**
- Is the primary key customer service contact, projecting a positive, professional, and friendly image. Provides exemplary customer service coverage for fast-paced, high volume demanding Control Desk setting.
- Responds effectively and timely to all inquiries.
- Communicates a strong understanding of financial information and university policies and procedures.
- Applies current knowledge about new and changing laws and regulations regarding IRCC’s funding requirements and has extensive knowledge of international banking processes and regulations. Advises students from countries with restrictive transfer of funds policies.
- Maintains current knowledge of new student lending opportunities and works with students and vendor to secure private loan funding. Verifies negotiated funding.
- Demonstrates an in-depth understanding of Trent’s complex billing system to be able to explain student invoicing.
- Provides detailed information about student tax form calculations.
- Performs refunding functions (this includes data entry, audit and wire payment requests into 3 party software).
- Process adjustments, charges, and credits to student accounts. (Includes fee waivers).
- Supports back office by clearing outstanding deposits and resolving missing student payments.
**Student Accounts - Transaction Management**
- Performs cashiering functions, reconciles daily receipts, preparing bank deposits and processing electronic payments for student accounts, research finance and sponsored account
- Advises internal partners on correctness of G/L accounts and GST/HST implications on incoming deposits.
- Calculates exchange on USD payments and processes for deposit.
- Provides direction to external partners for remitting payment and advises on alternate options for receiving funds (such as using MarketPlace).
- Responsible for month-end pre-reconciliation of tuition, US and electronic bank transactions, including follow-up of unmatched deposits.
- Troubleshooting system to resolve and locate missing, rejected, in-transit, and payment discrepancies posted by e-commerce payment system.
- Advises on the assessment of accounts for late fees and interest.
- Determines eligibility and prepares and audits student refunds which involves in-depth knowledge of various payment systems, international banking procedures and changing Trent processes. Supports financial aid and grad studies with failed refund payments.
- Analyses student tax forms for inconsistencies and updates forms as required.
- Runs system utilities to clear past due and unallocated payments on accounts for optimum accuracy of the self-service module.
- Makes changes in the payment plan module when students require a payment due date change.
- Provides back-up for posting non-tuition related deposits and posting of tuition waivers.
**Student Accounts - Financial Counseling and Collections**
- Provides ongoing financial counselling to students, helping them understand their financial health and available financial assistance options. Collaborates with other departments to identify and secure the most appropriate financial resource to resolve student issues.
- Assess and approve various financial agreements to ensure students can continue their registration within pre-determined limits.
- Continuously track and communicate with students regarding past due accounts. Identify and flag accounts with missed payments for potential restriction.
- Provides regular reporting on past-due accounts, including detailed analysis and updates on account activities.
- Investigate, analyze, and explain past-due account activities. Make necessary adjustments and communicate findings to students. Often involves complex student issues and making tough recommendations.
- Manage confidential financial information according to established policies. Coordinate financial appeal submissions, participate in committee decisions, and communicate outcomes to students.
- Diffuses and resolves escalated situations involving dissatisfied individuals regarding the University’s financial policies with professionalism and empathy.
- Develop tailored payment plans for students who are not returning to the University, considering the associate
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