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Student Accounts Manager

University of North Carolina at Charlotte • Charlotte, NC • 2h ago

Position Number: 000314

Department: Financial Services (Adm)

Employment Type: Permanent - Full-time

Months Per Year: 12

Essential Duties and Responsibilities:

Rate Table for Tuition and Fee Assessment - Request detail codes, create new Fixed Tuition cohorts, and establish Banner rate table rules to ensure accuracy of tuition rates applied to students' accounts prior to fee assessment. Review English Language Training Institute ( ELTI ) tuition/course fee billing. Create Banner AR process schedules and manage issues with OneIT-Financial System Support. Monitor Billing Analysis report weekly for tuition discrepancies and update the rate table as needed. Provide updated guidance to Enrollment Management for the "Billing, Payments, and Refunds" section of Niner Central Student Services website.

Other Student Account Charges & Data Integrity - Research and reconcile student account balances daily to ensure accuracy and data integrity. Validate, post, and upload transactions from campus partners (e.g., voluntary health insurance plans, nonresident alien tax, international student fee, international tax software charges). Review and resolve health insurance discrepancies in collaboration with Student Health Center and OneIT, and process short-term loan requests.

Waiver/Exemption/Adjustment Management - Manage tuition and fee waivers, exemptions, and adjustments for various student populations, including faculty/staff tuition waivers, dual degree and early entry students, international exchange students, senior citizen audits, and special administrative waiver groups. Maintain and update exemption data to ensure timely and accurate billing. Troubleshoot system feeds and exemption processes, coordinate student attribute updates with campus partners, and process manual tuition and fee adjustments for special circumstances such as residency changes, withdrawals, deceased students, and post-baccalaureate enrollments, exchange students, tuition/housing/dining appeal decisions, duplicate accounts and departmental payments.

Student Billing System & Process Management - Manage student billing processes and system operations, including establishing the Bursar calendar of key dates, coordinating with Financial Aid and Housing/Meal Plan teams, and creating new term codes in TouchNet. Issue monthly eBills, update HTML email templates/announcements, and run billing analysis reports for verification purposes. Process and upload Banner billing files to TouchNet, maintain refund schedules, coordinate optional tuition insurance updates, and test new billing features or processes before production to ensure accuracy and compliance.

Case Management and Customer Service - Serve as the student account expert, assisting students, parents, and campus departments: explain policies and procedures related to payments, refunds, registration, and other account-related information. Deliver excellent customer service. Research and resolve account inquiries using Banner, TouchNet, Core Banking, and Salesforce ( CRM ), and provide training on Bursar policies and systems. Monitor Bursar's inbox and imaging/document workflow systems, process validation forms, and assist students in accessing online services. Act as the Niner Central liaison: collaborate with administrative and specialist staff to ensure the team is informed of Bursar procedure updates and address questions before Salesforce cases escalate. Provide backup support for critical student account processes, including hold code management, registration and pre-cancellation tasks, and cancellation analysis, as needed.

Minimum Experience / Education:

Bachelor's Degree and one year experience in a specialized accounting office or student accounting management experience, responsible for student account billing, adjustments, and/or customer service; or the equivalent combination of education/experience.

Preferred Education Skills and Experience:

Intermediate/Advanced level Microsoft Excel Word applications; Google Applications (Drive, Docs, Sheets Forms).

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