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STUDENT ACCOUNT ANALYST
Job Title: STUDENT ACCOUNT ANALYST
Job Code: 0274
FLSA: N
Job Level: 10
Revised Date: 07/01/2005
Job Family: JF 03
Occupational Summary
Communicate and interact with customers of the Bursar's Office to provide effective customer service in response to inquiries and/or complaints regarding accounts and related issues, to include analyzing accounts, determining and initiating appropriate follow-up actions, and appropriately responding to customers.
Work Performed
Communicate and interact with customers including students and their parents to provide effective customer service, including receiving, researching and appropriately responding to inquiries and/or complaints regarding their accounts, billing statements, Bursar's Office and University policies and procedures, and other related issues. Analyze accounts and conduct other research as necessary to respond to inquiries and resolve questions and/or complaints; identify problems or errors in accounts; determine appropriate corrective actions within established guidelines and implement or refer for action as appropriate. Maintain familiarity with policies and procedures of assigned departments, schools and/or programs in order to provide specialized information concerning accounts; maintain liaison with appropriate school representatives to maintain up-to-date information; communicate relevant information about assigned areas to other staff members on a regular basis.
Maintain interface with University personnel to obtain and/or provide information to verify or support accuracy of financial records, to answer inquiries concerning Bursar's Office accounts or accounting procedures, and to ensure compliance with established University policies and procedures.
Create and maintain lists for blocking registration based on established guidelines; communicate with schools regarding registration blocks; document waivers approved by the schools; maintain waiver statistics for follow-up.
Identify students with uncleared balances and work with schools to resolve outstanding accounts; maintain records and statistics regarding outstanding accounts.
Maintain student account documentation to assist agencies in the collection of outstanding debts from graduated or withdrawn students; maintain relevant statistics for reporting and analysis.
Receive, analyze and respond to incoming correspondence regarding student and travel accounts; identify patterns and trends of problems related to accounts, notifying and/or referring to supervisor as appropriate.
Process various accounting documents including, but not limited to, those related to student account refunds and payment plans, ensuring actions are in accordance with established guidelines; assist in the preparation of special accounting reports for administrative utilization.
Perform other related duties incidental to the work described herein.
The above statements describe the general nature and level of work being performed by individuals assigned to this classification. This is not intended to be an exhaustive list of all responsibilities and duties required of personnel so classified.
Required Qualifications at this Level
Education/Training
Work requires communications and analytical skills generally acquired through two years post-secondary education.
Experience
Work requires three years of related experience of a progressively responsible nature to acquire demonstrated customer service, problem-solving, analytical and communication skills necessary to provide effective account representative services to customers. Such occupations may include account representative, customer service representative, loan officer or other similar occupations.
OR AN EQUIVALENT COMBINATION OF RELEVANT EDUCATION AND/OR EXPERIENCE
Skills
N/A
The intent of this job description is to provide a representative and level of the types of duties and responsibilities that will be required of positions given this title and shall not be construed as a declaration of the total of the specific duties and responsibilities of any particular position. Employees may be directed to perform job-related tasks other than those specifically presented in this description.
Duke University is an Affirmative Action/Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or veteran status.
Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas-an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.
Essential Physical Job Functions
Certain jobs at Duke University and Duke University Health System may include essential job functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.
