Student Account Specialist

Rochester, NY


Position Summary:

Reporting to the Assistant Bursar, a Student Account Representative is responsible for providing customer service to students and their families with student billing inquiries. Representatives work closely with multiple departments in the University to ensure accuracy and timeliness of student account activity.

Student Account Inquiries :

  • Assist students and their families with student billing statement inquiries both by phone and at the Information Window. Requires knowledge of multiple systems for student information, financial aid and student loans.

  • Conveys information regarding payment options and procedures, tuition and fee schedules and refund schedules.

  • Assist parents and students in navigating the student information system.

  • Responsible for production of detailed student account summaries, as needed.

  • Uses independent judgment to remove late fees and/or defer payment as appropriate.

  • Identifies more complicated situations and analytical review of student accounts to explain account balances and adjustments. Runs programs that extract student account data to assist with analysis. Interprets data and makes recommendations to parents and students to resolve financial issues.

  • Answers inquiries from parents and students regarding IRS 1098-T forms to explain tax reporting requirements.

  • Respond to inquiries from irate customers while maintaining a professional and patient demeanor.

  • Requires knowledge of functions of all departments that contribute to the billing process, and works to connect students and their families to those departments, particularly Financial Aid, when warranted.

  • Requires ability to make independent decisions.

  • Maintains daily log of phone and window inquiries.

Specialized Account Responsibilities:

  • Manages at least two specialized areas of account responsibilities, including but not limited to, the Warner School, Simon School, Executive MBA program, Nursing, AS&E Graduate or Eastman School students, Education Abroad, third party billing, third party scholarships, ROTC billing, non-matriculated students and special programs.

  • Serves as liaison to these departments and requires knowledge of detailed policies and procedures as they relate to their assigned areas of responsibility. Responsible for conveying this information to co-workers as well as students and their families. Recommends and implements procedures to facilitate the special needs of these areas.

  • Responsible for issuing refunds in a timeframe that ensures Title IV compliance.

  • Responsible for production of detailed billing statements for third parties.

  • Reviews all accounts in assigned areas and conducts follow-up regarding credit balances, financial holds, and small balances. Initiates communication with students regarding past due balances to ensure students understand due dates and financial ramifications.

  • Documents and updates all procedures related to their assigned area of responsibility.

Student Account Processing:

  • Posts and balances student account payments via cash, check and credit cards.

  • Reviews undergraduate accounts and conducts follow-up regarding credit balances, payment agreements, holds, past due balances and small balances.

Cashiering Activities:

  • Provides cashiering services to University employees and students. Reviews and approves American Express advances, petty cash reimbursement and Dean’s Loans advances. Reviews and accepts departmental deposits.

  • Prepares currency order and bank deposit; balances cash drawers.

  • Enters departmental deposit information in centralized financial system.


AAS degree in business or accounting plus 1-2 years of related work experience with demonstrated customer service experience; or an equivalent combination of education and experience. Requires excellent verbal and written communication skills and the ability to work with multiple, detail-oriented tasks. Must be able to work independently with limited direction. Basic Excel and strong accounting or math skills required.

The University of Rochester is committed to fostering, cultivating, and preserving a culture of equity, diversity, and inclusion to advance the University’s mission to Learn, Discover, Heal, Create – and Make the World Ever Better. In support of our values and those of our society, the University is committed to not discriminating on the basis of age, color, disability, ethnicity, gender identity or expression, genetic information, marital status, military/veteran status, national origin, race, religion/creed, sex, sexual orientation, citizenship status, or any other status protected by law. This commitment extends to the administration of our policies, admissions, employment, access, and recruitment of candidates from underrepresented populations, veterans, and persons with disabilities consistent with these values and government contractor Affirmative Action obligations.

How To Apply

All applicants must apply online.

EOE Minorities/Females/Protected Veterans/Disabled

Location: Central Administration
Full/Part Time: Full-Time
Opening: Full Time 38.8 hours Grade 008
Schedule: 8:30 AM-5 PM