Student Accounts Manager

1 day ago

Springfield, Illinois, United States George Mason University Full time
About the Position

The Student Accounts Manager plays a critical role in providing exceptional customer service to students, parents, faculty, and staff. This position is responsible for supervising the Student Accounts team, ensuring staff are knowledgeable about office policies and procedures, and committed to delivering high-quality service.

Key Responsibilities
  • Leadership: Supervise the Student Accounts team to deliver exemplary service to students and internal/external customers.
  • Organizational Management: Organize workflow, ensure staff are knowledgeable about office policies and procedures, and committed to delivering high-quality service.
  • Performance Management: Responsible for all aspects of performance management, including training, goal setting, monitoring, and delivery of work efforts, and providing feedback through verbal updates and written performance reviews.
  • Customer Service: Accurately, courteously, and professionally answer telephones, walk-in, and mail inquiries regarding student accounts.
  • Exemption Contracts: Manage exemption contracts, updates, and adjustments, including administrative exemptions, Cashier's Office, and other applicable fees.
  • Reporting: Provide analysis for reporting purposes.
  • Special Projects: Coordinate special projects, such as unclaimed property, credit balance projects, Title IV refunding compliance, and other related ad hoc tasks.
Requirements
  • Demonstrated experience providing outstanding customer service to internal and external customers.
  • Demonstrated experience safeguarding sensitive and confidential data.
  • Responsible and honest behavior in all roles, tasks, and responsibilities.
  • Knowledge of general policies and procedures related to data stewardship and information technology security.
  • Ability to create and maintain positive working and interpersonal relationships.
Preferred Qualifications
  • Associate's degree in a related field.
  • Knowledge of university policies and procedures related to data stewardship and information technology security.
  • Knowledge of FERPA and other privacy protection laws related to higher education institutions and their students.

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