22-259 Customer Service Representative (Fiscal Technician) - Bursar's Office
West Chester University of Pennsylvania
Location: West Chester, Pennsylvania
Higher Education Institution
Join a vibrant campus community whose excellence is reflected in its diversity and student success. West Chester University of Pennsylvania’s Bursar’s Officeinvites applicants for the position of Customer Service Representative.
West Chester University, a member of the Pennsylvania State System of Higher Education, is a public, comprehensive institution committed to offering high-quality undergraduate education, selected post-baccalaureate and graduate programs, and a variety of educational and cultural resources for its students, alumni, and citizens of southeastern Pennsylvania. We are a community of educators dedicated to developing graduates who succeed personally and professionally and contribute to the common good.
As members of West Chester University’s community of educators, our team of dedicated professionals is committed to the good stewardship of the University’s financial, physical, and human resources. We provide a wide range of support functions that are vital to the operation of the University and to the success of students, faculty, and staff.
WCU proudly offers a positive and purposeful work environment; comprehensive employee benefits including health, vision, and dental insurance along with many wellness programs; a commitment to work-life balance including generous paid vacation, paid sick time, military leave and paid time off for most major holidays; and a University mission to support employee personal and professional growth including a tuition waiver for self and family members, training and development, and advancement opportunities.
Under the supervision of the Assistant Director for Collections & Customer Service, Customer Service Representatives provide professional, courteous, and accurate service and guidance to an assigned group of students. These representatives are responsible for all non-cash aspects of student accounts including billing, refunds, collection and maintaining acceptable levels of accounts receivable.
Establishing and maintaining individual student accounts receivable records for an assigned group of students
Analyzing student accounts to determine payments and credits are properly applied to student accounts; makes appropriate adjustments
Routinely reviewing individual accounts for problems and discrepancies and taking necessary action to resolve account balances
Exercising due diligence in maximizing collection efforts for assigned students by telephone communication, correspondence, and e-mail
Placing and removing HOLDS from student accounts within established parameters
Determining within strict guidelines if a student’s account should be activated
Making decisions within strict guidelines when exceptions to policy may be warranted & refers to Assistant Director of Collection & Customer Service
Monitoring accounts and taking corrective action if students fail to pay as agreed
Acting as liaison between outside donors, Financial Aid, and the student
Analyzing credit balances and account status to determine if student is eligible for a Book Voucher, issues voucher and posts debit to account
Analyzing credit balances and determines if they should be applied to past or future debit balances or refunded
Answering questions, troubleshooting and educating customers regarding on-line tuition payments via QuikPAY
Corresponding with Financial Aid Office regarding adjustment of financial aid awards when a change in student enrollment status occurs
Corresponding with Offices of Admissions, Registrar, Graduate Studies, SSI, Residence Life, University Student Housing, Health Center, Public Safety, Library, and Aramark to assist in answering parents’ & students’ questions and resolving disputes of charges
Informing Assistant Director of Collection & Customer Service when collection efforts for inactive accounts have been exhausted & prepares them for referral to the Office of the Attorney General
Maintaining comprehensive knowledge and application of FERPA
Maintaining working knowledge of 1098 T tax reporting regulations
Fielding questions regarding generation of 1098T forms
Two years of experience performing bookkeeping or clerical accounting work
Associate’s degree in accounting or business administration including or supplemented by six credits in accounting
Any equivalent combination of experience and training
Required Knowledge, Skills & Abilities:
Knowledge of accounts payable and general accounting principles and practices
Knowledge of relevant accounting financial systems
Knowledge of modern office practices and equipment
Proficient in data entry
Proficiency in Microsoft Office Suite
Knowledge of processing of electronic payments
Ask about opportunities to work from home and alternate work schedules.
Review of applications will begin immediately and continue until the position is filled. Applicants must successfully complete interview process to be considered as a finalist.
Developing and sustaining a diverse faculty and staff advances WCU’s educational mission and strategic Plan for Excellence. West Chester University is an Affirmative Action/Equal Opportunity Employer. Women, minorities, veterans, and persons with disabilities are encouraged to apply.
All offers of employment are subject to and contingent upon satisfactory completion of all pre-employment background checks.
West Chester University (WCU) of Pennsylvania is among the top regional comprehensive public universities in the nation, serving more than 17,500 students at the undergraduate and graduate levels with a national reputation for excellence, value, and student success. Founded in 1871 as an institute for teacher preparation, West Chester offers more than 118 undergraduate and 103 graduate programs in more than 50 fields of study. In addition to the main campus in West Chester, the University offers programs through its graduate center, the Philadelphia campus, and online. Five colleges and two schools comprise the University: Colleges of Arts and Humanities, Business and Public Management, Education and Social Work, Health Sciences, and the Sciences and Mathematics, as well as the School of Music, and the School of Interdisciplinary and Graduate Studies. Located in Chester County (25 miles from downtown Philadelphia) the area combines the best of enjoyable daily living with easy access to the full spectrum of country and city attractions. We are a community of educators dedicated to developing graduates who succeed personally and professionally and contribute to the common good.