PRIMARY PURPOSE/SCOPE
Reporting to the Student Accounts Manager, the Student Accounts Customer Service Coordinator represents Bluefield University to students, parents, faculty and staff, and other constituents. The successful Student Accounts Customer Service Coordinator exhibits superior customer service skills and professionalism throughout daily interactions and student communications, including phone calls, emails, and information sessions. The Student Accounts Customer Service Coordinator must demonstrate an ability to work independently and collaboratively with team members, faculty, students, alumni, administrators, and staff. The work schedule typically requires daytime hours, 8:30am – 5pm, but will include occasional evenings or weekends.
ESSENTIAL DUTIES, RESPONSIBILITIES, AND FUNCTIONS
The essential duties, responsibilities, and functions of this combined position include, but are not limited to, the following:
General Responsibilities
- Serve as the first and primary contact for all incoming walk-ins and phone calls at Bluefield Central.
- Provide exceptional customer service to all individuals.
- Sort and promptly process (or forward if applicable) all physical mail, email, and voicemails within [email protected].
- Contacting students regarding returned mail and changing addresses in Jenzabar.
- Ability to follow directions, complete tasks accurately, and accept supervisory input and constructive criticism.
- Attend training sessions to receive updated information about new programs, services, requirements, etc.
- Interprets University policies to employees and enforces safety regulations.
- Compliance with all rules, policies, and procedures as established by Bluefield University.
- Ensure confidentiality in all communication, with special attention to the FERPA policy.
- Document all conversations with students in Jenzabar Notepad and on the Daily Log Sheet.
- All other duties as assigned.
Responsibilities to the Student Account, Financial Aid, and Registrar Services Department
- Answer general financial aid questions and explain to students and families topics such as the FAFSA, how to obtain an FSA username and password, important government websites, VTAG information, deadlines, standards, and understanding census dates and consequences.
- Use FA Inquiry to look up the status of documents received, not received, and incomplete.
- Review student accounts to verify the amount owed or anticipated credit.
- Ability to complete Bottom-Line Estimations for new and returning students.
- Discuss Payment Plan options and walk students through the process.
- Receive student account payments and receipt them in Jenzabar.
- Review credit check reports and release checks to students.
- Review student accounts for payments and update the spreadsheet weekly.
- Review student accounts for permission to receive transcripts.
- Assist in printing/folding/stuffing/mailing documents as needed.
- Oversee Collections and collaborate with the Student Accounts Manager and Graduate Assistant.
- Ensure all student account statements are sent by billing policy.
- Ensure compliance with all federal, state, regional, and institutional regulations and policies to ensure the security and confidentiality of student academic and personal data.
- Ability to work independently, multitask, arrange information sessions, set appointments, and positively promote the University.
- Advise students regarding drops/additions/withdrawals and any consequences for financial aid, athletics, and their student accounts.
- Assist students with schedule changes, such as drop/add/withdrawals, advisor changes, curriculum changes, etc.
- Assist students in explaining schedules, advising worksheets, academic requirements, etc.
- Ability to explain FERPA to all constituent groups.
- Assist faculty and coaches in acquiring basic student information, including schedules, contact information, etc.
- Notify the Registrar of any address or other directory information changes.
MARGINAL DUTIES, RESPONSIBILITIES, AND FUNCTIONS
The marginal duties, responsibilities, and functions of the Student Accounts Customer Service Coordinator include, but are not limited to, the following:
- Assist with open houses, RAM Days, Move-in Days, FAFSA workshops, and other events (for both Online and Traditional Programs).
- Assist with the supervision of work-study students.
SUPERVISORY DUTIES, RESPONSIBILITIES, AND FUNCTIONS
This position does not directly supervise any college employees. However, it is responsible for assisting with the supervision, monitoring, and assigning tasks for the work-study students in the office to help maintain organization and a smooth workflow of files and paperwork.
KNOWLEDGE, SKILLS, ABILITIES, AND EDUCATION/EXPERIENCE
- Possesses a faith and commitment to Jesus Christ.
- Be a highly motivated self-starter
- Excellent computer skills and familiarity with office practices and procedures, including computer systems, computer software, electronic mail, and the Internet. Experience with Microsoft Office software, including Word, Excel, and PowerPoint.
- Demonstrates a professional demeanor and presentation when dealing with the university constituency.
- Experience with Student Information Systems such as Jenzabar and/or the ability and background to gain this experience.
- 3 – 5 years of data processing experience to include data entry and file management.
- Bachelor’s Degree is preferred in Business Administration or related area.
ERGONOMIC REQUIREMENTS
- Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This position is not necessarily a physically demanding job and generally requires no specific physical demands other than those typical in a modern office environment. Normal responsibilities should not afford risks of accidental injury.
- Specialized Equipment Requirements
The use of specialized equipment listed here is representative of equipment an employee may encounter while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This position requires equipment typically used in a modern office environment, including personal computers, calculators, copiers, and fax machines.
- Working Conditions and Environment
The work environment characteristics described here are representative of those an employee encounters while performing the duties, responsibilities, and functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the duties, responsibilities, and functions. This position has no specific working conditions; the work environment is typical to that of a small private residential institution of higher education, with physical remote site locations within 500 miles of the main campus in Bluefield, Virginia.
PERFORMANCE STANDARDS
This position is subject to at least an annual evaluation based upon the job duties, responsibilities, and functions as set forth above.
APPROVALS
The job duties, responsibilities, functions, and requirements delineated above should not be interpreted as an all-inclusive list of same. Additional duties, responsibilities, functions, and requirements may be assigned as deemed appropriate. The University reserves the right to change or reassign job duties, responsibilities, and functions, or combine positions at any time. In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the University. Position descriptions are not intended as and do not create employment contracts. The University maintains its status as an at-will employer.
APPLICATION INSTRUCTIONS
To apply for this position, select “Apply Now” below or visit: https://www.bluefield.edu/employment/ to complete the employment application and upload the following:
- Letter of interest
- Resume or Curriculum Vitae
- Names and full contact information for at least three professional references
- Statement of Christian Faith
To be considered for this position, all application requirements listed above must be completed.
Bluefield University is a Christ-centered, multicultural learning community that values and seeks faculty and staff who represent diverse backgrounds and perspectives, are committed to diversity, work effectively with diverse populations, and engage others in ways that honor our rich cultural mosaic and biblical foundation.
Bluefield University is a private, not-for-profit institution affiliated with the Baptist General Association of Virginia. Bluefield University shall not unlawfully discriminate on the basis of race, color, national or ethnic origin, sex, disability, age, religion, genetic information, veteran or military status, or any other basis on which the University is prohibited from discrimination under local, state, or federal law, in its employment or in the provision of its services, including but not limited to its programs and activities, admissions, educational policies, scholarship and loan programs, and athletic and other University-administered programs. This institution encourages women, minorities, veterans, and individuals with disabilities to apply.