Student Account Resolution Specialist

MIDWESTERN STATE UNIVERSITY • Wichita Falls, TX • 5h ago

Description

: Serving as a primary liaison between the university, students, and external collection agencies, the Student Account Resolution Specialist supports the mission of Midwestern State University by helping students navigate financial challenges that could impact their academic progress and overall success. This position plays a vital role in promoting student retention by working directly with students who have outstanding balances providing guidance, resources, and solutions that help them to continue their education at MSU.

Examples

: Serves as the main point of contact for students with delinquent balances. Provides clear and compassionate communication and support to students regarding account status, payment options, and financial obligations. Reviews and analyzes student accounts to identify issues, discrepancies, or potential solutions. Serves as a liaison between students, collection agencies, and the Business Office. Helps students understand their financial obligations and explores resolution options. Improves recovery rates and reduces the volume of accounts sent to collections. Establishes payment arrangements and monitors adherence to agreed-upon terms through pre-collect services. Coordinates with third-party collection agencies, ensuring accurate account placements, reconciliations, and timely updates.

Maintains accurate records of all communications and actions taken on delinquent accounts. Partners with campus departments including Financial Aid, Registrar, Student Success Center, and Advising to identify barriers to student success related to financial holds or account issues and collaborate on resolutions. Stays current on federal, state, and institutional regulations related to student accounts, billing, and debt collection.

This position provides essential backup support for various roles in the Business Office. This position will be cross-trained to assist with: processing student refunds in compliance with institutional and regulatory guidelines, managing third-party payments and ensuring accurate application to student accounts, and responding to general student account inquiries. Additionally, this role will participate in special projects, audits, or reports as assigned by the Director of Student Business Services.

Physical Condition

Experience

: Two or more years of experience in accounts receivable, billing, collections, general office work, or customer service. Must possess excellent communication, negotiation, and problem-solving skills. A high attention to detail, organization, and confidentiality is required.

Knowledge

: Proficiency with student information systems (e.g., Banner, PeopleSoft, or similar) and Microsoft Office Suite preferred. Experience working in a higher education environment desirable. Familiarity with federal and institutional policies governing tuition, fees, and student financial holds preferred. Knowledge of collection practices, FERPA, and the Fair Debt Collection Practices Act (FDCPA), preferred.

Education

: Graduation from high school or equivalent required, supplemented by courses in accounting or business. Some college level courses preferred, but not required.

Additional Requirements

: Must adhere to Universitys core values: People-Centered, Community, Integrity, Visionary, and Connections, per the MSU Texas Values Journey. Strong organizational and communication skills (written and verbal) with the ability to multi-task, prioritize, maintain confidentiality, and meet deadlines. Customer-service focused, favorably always representing the university. Use of spreadsheet, database, and word processing software. Personal cell phone usage may be required to complete position duties, including multi-function authentication requirements.

Standard Requirements

: Requires the ability to maintain positive working relationships with students, faculty, staff, and the community. Must adhere toUniversitys core values: People-Centered, Community, Integrity, Visionary, and Connections, per the MSU Texas Values Journey. Personal cell phone usage may be required to complete position duties, including multi-function authentication requirements. Regular reliable attendance is required.

This position is designated as security sensitive (Mod) and requires a criminal background check. Position is designated as a Responsible Employee as outlined by Title IX. May serve as Campus Security Authority as outlined by the Clery Act.

All qualified applicants will receive consideration for employment without regard to sex, race, color, national origin, religion, age, disability, protected veteran status, or genetic information.

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