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Student Accounts Recovery Agent I

4 months ago

Lynchburg, United States InsideHigherEd Full time

Working within established guidelines and exercising good judgement and discretion, the Recovery Agent I reports to the Supervisor and is responsible for collecting outstanding Accounts Receivable, while providing excellent customer service to all students, families and staff. This is accomplished by having knowledge of University Departments’ policies and procedures and how they affect the students’ accounts.

Essential Functions and Responsibilities

1. Verify accuracy of account balances. This requires both an in-depth knowledge of the current policies, charges and computer systems, as well as an ability to work with Legacy systems.

2. Manage and work assigned accounts receivable portfolio of students with balances on their account. Communicate with students and/or parents as necessary. Contact students (by phone or email) who are delinquent in payments and seek to collect balance due. Negotiate payment plans and settlements with students within approved division parameters. Review and discuss declined/returned payments with students and assist in creating a plan of action to avoid future risk of declined/returned payments. Decide if the student is to remain in, or receive future payment plan(s). Process credit card payments through Authorize.Net maintaining PCI compliance; post to students’ account on Banner; and reconcile credit card payments for daily closeout and daily report that is sent to the General Cashiers Office. Seek to resolve any account disputes, through contacting various departments and staff. Prepare accounts to be forwarded to the Accounts Receivable Processing Team.

3. Respond daily to emails received in various department area inboxes.

4. Meet and/or exceed team standards given within department area, as assigned.

5. Become knowledgeable of all Student Accounts policies and procedures.

6. Properly safeguard funds and account information by adhering to established internal control policies and procedures as well as federal and state guidelines. Maintains University database (Banner) by entering information. Verify and update student information in University database. Identify and quickly report potential fraud.

7. Keep equipment and University systems operational by following established procedures; reporting malfunctions.

8. Update job knowledge by participating in education opportunities. Participate in regular team meetings and personal conferences with immediate supervisor. Attend and participate in regular training opportunities.

9. Enhance organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

10. Work effectively as a team member, embracing and fostering Liberty University’s mission.

11. Follow all state and federal laws, as well as Liberty University policies and procedures.

12. Ability to articulate and defend the unique Christian educational mission and vision of Liberty University and its subsidiaries to a wide variety of individuals and groups.

13. Perform other duties as assigned.

Qualifications, Credentials, and Competencies

Must have ability to multi-task, problem solving and critical thinking skills, as well as excellent verbal and written communication. A bachelor's degree with a concentration in Accounting or Business and fluency in Spanish or ASL is preferred. Previous contact center experience, knowledge of Banner, Accounts Receivable experience, and knowledge of Fair Debt Collection Practices Act, Liberty’s FERPA policies, Gramm-Leach-Bliley requirements, Red Flag Rules and collection agency industry and appropriate third-party collection practices also preferred.

Ability to effectively utilize Microsoft Office Suite, Sharepoint, Bizflow, and Banner. Must be able to work a flexible schedule and not in default on any federal student or parent loans. Individual must not be convicted of, or have pled nolo contendere or guilty to, a crime involving the acquisition, use, or expenditure of federal, state, or local government funds, -or- be administratively or judicially determined to have committed fraud or any other material violation of law involving federal, state, or local government funds (CFR 668.14(b)(18)(i)). Ability to intuitively reason, analyze information and events, and apply judgment in order to solve problems of both a routine and complex nature. Excellent computer and organizational skills. Required to lift up to 50 pounds.