Student Accounts Coordinator II

About ECC:

Elgin Community College serves over 9,000 students at every stage of their educational journeys, including university transfer programs, career and technical education, continuing education classes, and adult basic education. As a community, we pride ourselves on nurturing a welcoming campus where every person-students, staff members, faculty members, and campus visitors-feels valued. The work of each ECC employee is central to the college's mission, and as an employer, the college fosters a positive environment through professional challenges, excellent benefits, and opportunities for recognition and camaraderie.

Work Schedule:

Must be willing to work a flexible schedule to meet the needs of the department.

Rate of Pay:

This position is a grade 13 with a minimum of $47,571 and a mid-point of $63,428. Salary offer will be commensurate with the education/experience, in alignment with the College's compensation philosophy, and the current CBA, if applicable.

FLSA Status:

Non-Exempt

Grant Funded:

No

Job Summary:

An employee in this classification performs work of moderate difficulty by acting as a team lead for the Student Accounts Assistants to ensure office coverage, and provide accurate and timely information to students and staff by phone, e-mail, and in person. Work is distinguished by providing daily direction to student workers, participating in their onboarding, and providing feedback on performance. Direction is received by the assigned manager.

Required Knowledge, Skills & Abilities:

1. Associate degree or equivalent education and work experience required.
2. Working skills in research, data analysis, and individual decision-making.
3. Considerable organizational skills and attention to detail.
4. Ability to multi-task and perform well under pressure in a fast paced, dynamic work environment.
5. Minimum of 3 years' experience exhibiting superior customer service.
6. Considerable written and oral communication skills.
7. Working skill in MS Office suite.
8. Working knowledge of Colleague or other ERP systems, with the ability to learn new software quickly.
9. Ability to maintain the utmost confidentiality.
10. Ability to work in a team environment and with a diverse population.
11. Ability to work a flexible schedule, which includes days/evenings/weekends as needed by the department.

Desired Knowledge, Skills & Abilities:

Essential Duties:

1. Serve as a liaison to other departments in order to assist students with their tuition payments. Troubleshoot special circumstances that arise with other departments as related to a student's account. Troubleshoot and resolve issues and student questions with payment plans. Sponsor student's accounts with 3rd party vouchers (College Illinois, employer payments, etc.). Be familiar with financial aid regulations and serve as the first point of contact to troubleshoot financial aid issues that students bring to our attention. Identify and recommend resolution to student and/or supervisor.
2. Serve as a first level of escalation for student issues/concerns. Have the authority to sign off on registration forms for students with balances, waive late fees, approve payment plan exceptions for students who have defaulted on previous installments and put holds on student's accounts using criteria put in place by the supervisor.
3. Pull daily drop for non-payment reports and review for accuracy. Refer any issues to the Technical Assistant and provide assistance when needed for resolution. Serve as the team lead for new internal collection process, which will include running reports and coaching Student Accounts Assistants on the process. Provide recommendations on new tactics to utilize in order to reduce receivables.
4. Under direction of Bursar, process approved TAAC, Balance Disputes and Dean of Student Complaint refund requests and College error refund requests. Mail letters and note the student's account with the outcome. Record the outcome of each appeal, dispute or complaint on a spreadsheet and properly notate the student's accounts. Student questions regarding these areas will be referred to this position.
5. Update the federal work-study spreadsheet after each payroll.
6. Provide daily oversight of projects with the Student Accounts Assistants, ensuring completion and answering any questions. Be the first point of contact for balance disputes. Identify and recommend resolution to supervisor.
7. Provide direction to student workers. Update staff schedule and coordinate lunches and breaks.
8. Research un-cashed checks for Department of Education funds monthly. Monitor student's accounts for direct deposit information, voids and re-issuance of check. Contact students in regards to outstanding checks advising them of the regulation and encourage them to set up direct deposit. Inform Bursar of amounts to return to Department of Education monthly.
9. Develop and coordinate a communications schedule for student outreach via emails. This includes determining a schedule of emails and working with the Bursar to create content. Provide the content to the Technical Specialist for creation within Colleague. Send test emails and proof read for errors. Send the email blasts as needed.
10. Send monthly account statements to students. Create message for statements in accordance with Illinois Local Debt Recovery requirements. Collaborate with Bursar and Technical Specialist to ensure process is properly documented.
11. Update the Student Accounts call center phone greeting mailboxes with office hours, critical dates and other important information.
12. In the event technology for text messaging is utilized, this position will serve a key role in the creation of the messages and their timing.
13. Monitor Student Accounts' portion of the website and publications regarding the accuracy of the data. Work with Bursar to schedule changes with web updates and marketing changes.
14. Maintains required training, licensure and/or certification
15. Maintains confidentiality of privileged information and adheres to applicable privacy laws
16. Demonstrates sensitivity, understanding and respect of diverse populations within the workplace.
17. Maintains an understanding of the work of colleagues to effectively provide backup and/or support for co-workers during times when the division is short-staffed or experiencing an increased volume of work.
18. Adheres to department guidelines for attendance and punctuality

Other Duties:

1. Perform other duties as assigned which pertain to the job description.
2. Ability to work a flexible schedule which includes days/evenings/weekends as needed by the department.

Physical Demands:

Light (up to 25 lbs occasionally or 10 lbs frequently)

Visual Acuity:

Close visual acuity (e.g. computer, assembly)

Work Environment:

Moderate noise

Environmental Conditions:

Typical office or administrative

Current SSECCA Union Member Information:

The initial posting date for this position is 08/16/2024.Elgin Community College Support Staff Association(SSECCA) members that apply by 08/23/2024 and meet the posted minimum qualifications will receive full consideration.

Equal Employment Opportunity Statement:

Elgin Community College does not discriminate, or tolerate discrimination, against any member of its community on the basis of race, color, national origin, ancestry, sex/gender/gender identity, age, religion, disability, pregnancy, veteran status, marital status, sexual orientation, or any other status protected by applicable federal, state or local law in matters of admissions, employment, or in any aspect of the educational programs or activities it offers.

In addition, Elgin Community College provides reasonable accommodations to qualified individuals with disabilities to ensure equal access and equal opportunities with regard to employment practices, educational opportunities, and programs and services. If you need a reasonable accommodation for any part of the application and hiring process, please notify the College's EEO/AA Officer. Determinations on request for a reasonable accommodation will be made on a case-by-case basis.

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