Student Account Associate Supervisor

The successful candidate will:

• Provide counseling and guidance to students, families, staff, and campuses on University and Bursar policies and procedures related to all aspects of the student account throughout the student life cycle
• Provide a high level of in-depth analysis for student accounts
• Resolve issues with accounts
• Guide students and families through the billing and financial aid disbursement and refunding processes, by responding to direct requests from students, families, and staff via telephone, e-mail, and visitors to the Bursar’s Office
• Accept and post payments, and issue receipts
• Provide information on University Policies and processes and is a resource for the Student Account Specialists team; responsible for training and coaching staff, team scheduling, customer intake statistical reporting, and handling of escalated student resolution
• Work closely with Bursar management to make recommendations for improvement
• May have direct supervisor responsibility depending on business needs of at least 2 full-time direct reports
• Works under limited supervision
• Prepare and complete reports showing incoming activity for both phones and in-person; monitor individual activity spreadsheets to assist with reporting
• Gather, evaluate, and analyze Student Account Statistical Data to suggest improvements, enhance efficiencies, and apply team resources appropriately for benefit and to maximize customer service

Skills and experience include:

• High level of attention to detail and critical thinking skills
• Strong interpersonal, written, verbal, and grammatical skills
• Customer services skills
• Knowledge of Microsoft Word and Excel
• Experience with PeopleSoft Campus Solutions is highly desirable

This position offers a flexible work arrangement that combines remote and on-campus work (up to 3 days per week onsite). Questions related to flexible work should be directed to the hiring manager during the interview process.

The anticipated application review will begin November 4th and will continue until filled.

Pursuant to the Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act and the Pennsylvania Act of 1988, Penn State publishes a combined Annual Security and Annual Fire Safety Report (ASR). The ASR includes crime statistics and institutional policies concerning campus security, such as those concerning alcohol and drug use, crime prevention, the reporting of crimes, sexual assault, and other matters. The ASR is available for review here.

Penn State is an equal opportunity employer and is committed to providing employment opportunities to all qualified applicants without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. If you are unable to use our online application process due to an impairment or disability, please contact 814-865-1473.

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