Student Account Counselor

Job Description
Position Summary :
The Student Accounts Counselor is responsible for providing exceptional customer service to students, parents, sponsors, staff, and faculty; with the ability to confidently review and explain the student's account and counsel on payment options and answer inquiries from student, staff and external parties.
Reporting directly to the Senior Associate Director of Student Accounts, the Student Account Counselor will keep accounts receivables current by ensuring timely and accurate recording of financial activity; responsible for reviewing financial transactions, billing, communication, refunding and collection efforts for the full time and part time undergraduate, graduate, and continuing education populations. Responsibilities include handling payments and applying receipts to student accounts, posting data and keeping accounting records for specific accounting functions as delegated.
Essential Functions:

• Responsible for a student caseload
• Reconcile and perform detailed analysis of student accounts and perform adjustments as necessary with accuracy and efficiency.
• Responsible for account audits for withdrawals, refunding of a case load, counseling students and families on payment options.
• Respond to inquiries and requests in a timely and accurate manner. Follow up and communicate frequently with students, parents, sponsors, and various college employees.
• Initiate and execute pre collection protocol through written and telephone contact
• Coordinate efforts with Admissions, Financial Aid, Registrar, etc. and represent the Student Accounts Office to ensure smooth transitions, efficient processes, and effective customer service.
• Represent the Student Accounts Office within the Wentworth community, including Welcome Days, New Student Orientation, move in and serve on committees as required.
• Respect and maintain confidentiality, parameters of operation, professional protocols, and individual privacy.
• Strong customer service skills are required due to the daily one-on-one interaction with students in the office, via email, telephone and virtual meetings.
• Performs miscellaneous job-related duties as assigned to support the goals of the Student Accounts Office.

Minimum Qualifications:

• A bachelor's degree and experience working in a financial services environment.
• Knowledge of federal and college financial policies and procedures.
• Knowledge of accounts receivable and collection principles, methodology, and practices.
• Knowledge of customer service standards and procedures.
• Familiarity with Microsoft Office software, and PC applications.

Preferred Qualifications:

• Ellucian Banner experience.

Work Environment/Conditions:

• This job operates in a professional office environment and a remote home office environment. After onboarding and training is complete, employees may be eligible for a hybrid schedule of at least two days in the office and three days working remotely within the Eastern Standard time zone. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
• While performing the duties of this job, the employee is regularly required to talk or listen. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.
• Minimal travel is expected to attend training or conferences once or twice a year.

Knowledge/Skills/Abilities:
The criteria for evaluation in this position include, but are not limited to, the following:

• Demonstrated knowledge and adherence to Wentworth's policies and procedures, Wentworth's vision, mission, goals, and core values, and contributions in support of those fundamentals
• Demonstrated progressive knowledge/understanding of collections and loans
• Maintains confidentiality and integrity regarding all matters of Wentworth
• The quality of work product and work ethic demonstrated, including efforts to ensure excellent customer service
• The level of professionalism, effective interactions, and working relationships with all stakeholders.
• Attitude and attendance necessary to ensure positive and productive work environment

Inclusive Excellence at Wentworth
Wentworth Institute of Technology is committed to diversity, equity, and inclusion in all University programs and activities. The University does not discriminate based on race, color, national origin, sex, sexual orientation, religion, disability, age, genetic information, gender identity, veteran status or any other category protected by law. All qualified applicants will receive consideration.
To find out more about the Wentworth's commitment to Diversity, Equity and Inclusion, please visit the website
All applicants have the right to accessibility support and accommodations. To request accessibility support or accommodations, contact the Executive Director of Equity and Compliance, Catlin Wells, at