Student Accounts Advisor (Financial Services)

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Trent University is actively committed to creating a diverse and inclusive campus community and encourages applications from all qualified candidates. Trent University offers accommodation for applicants with disabilities in its recruitment processes. If you require accommodation during the recruitment process or require an accessible version of a document/publication, please contact Human Resources.

Job Purpose:

Under the direction of the Assistant Director, Student Accounts, the Student Accounts Advisor (SAA) provides proactive, customer-friendly, quality service to a diverse client population. The SAA utilizes an in-depth understanding of registration, student accounts, tuition, and fee assessment, playing an essential role in managing and updating student accounts at the University. The SAA provides customer service, transaction management, financial counseling, and collections services for outstanding accounts.

Key Activities:

Student Accounts – Customer Service

• Is the primary key customer service contact, projecting a positive, professional, and friendly image. Provides exemplary customer service coverage for fast-paced, high volume demanding Control Desk setting.
• Responds effectively and timely to all inquiries.
• Communicates a strong understanding of financial information and university policies and procedures.
• Applies current knowledge about new and changing laws and regulations regarding IRCC’s funding requirements and has extensive knowledge of international banking processes and regulations. Advises students from countries with restrictive transfer of funds policies.
• Maintains current knowledge of new student lending opportunities and works with students and vendor to secure private loan funding. Verifies negotiated funding.
• Demonstrates an in-depth understanding of Trent’s complex billing system to be able to explain student invoicing.
• Provides detailed information about student tax form calculations.
• Responsible for emailing students about account and tax related messages.
• Performs refunding functions (this includes data entry, audit and wire payment requests into 3 party software).
• Process adjustments, charges, and credits to student accounts. (Includes fee waivers).
• Supports back office by clearing outstanding deposits and resolving missing student payments.

Student Accounts – Transaction Management

• Performs cashiering functions, reconciles daily receipts, prepares bank deposits and processing electronic payments for student accounts, research finance and sponsored account.
• Advises internal partners on correctness of G/L accounts and GST/HST implications on incoming deposits.
• Calculates exchange on USD payments and processes for deposit.
• Provides direction to external partners for remitting payment and advises on alternate options for receiving funds (such as using MarketPlace).
• Responsible for month-end pre-reconciliation of tuition, US and electronic bank transactions, including follow-up of unmatched deposits.
• Troubleshooting system to resolve and locate missing, rejected, in-transit, and payment discrepancies posted by e-commerce payment system.
• Advises on the assessment of accounts for late fees and interest.
• Determines eligibility and prepares and audits student refunds which involves in-depth knowledge of various payment systems, international banking procedures and changing Trent processes. Supports financial aid and grad studies with failed refund payments.
• Analyses student tax forms for inconsistencies and updates forms as required.
• Runs system utilities to clear past due and unallocated payments on accounts for optimum accuracy of the self-service module.
• Makes changes in the payment plan module when students require a payment due date change.
• Provides back-up for posting non-tuition related deposits and posting of tuition waivers.

Student Accounts – Financial Counseling and Collections

• Provides ongoing financial counselling to students, helping them understand their financial health and available financial assistance options. Collaborates with other departments to identify and secure the most appropriate financial resource to resolve student issues.
• Assess and approve various financial agreements to ensure students can continue their registration within pre-determined limits.
• Continuously track and communicate with students regarding past due accounts. Identify and flag accounts with missed payments for potential restriction.
• Provides regular reporting on past-due accounts, including detailed analysis and updates on account activities.
• Investigate, analyze, and explain past-due account activities. Make necessary adjustments and communicate findings to students. Often involves complex student issues and making tough recommendations.
• Manage confidential financial information according to established policies. Coordinate financial appeal submissions, participate in committee decisions, and communicate outcomes to students.
• Diffuses and resolves escalated situations involving dissatisfied individuals regarding the University’s financial policies with professionalism and empathy.
• Develop tailored payment plans for students who are not returning to the University, considering the associated risks.
• Revises collections strategies in response to changing IRCC regulations.
• Identifies accounts for recovery through internal pre-collections process, assessing the appropriate strategy for optimal results and coordinates with collection agencies as needed.
• Monitor and respond to collection agency activities. Process various collection documents, including bankruptcy and consumer proposal forms. Identify accounts for write-off and settlement and prepare documentation for potential litigation.

Education Required:

Honours Bachelor’s Degree (4 years) specializing in E-Commerce, Business or Economics.

Experience/Qualifications Required:

• Three (3) years of progressive experience in an accounting environment is essential in ensuring that the work completed reflects proper accounting conventions and is auditable.
• One (1) year of experience in a service-oriented environment required and proven.
• Knowledge of accounts receivables and collection routines to secure payments.
• Experience in an electronic banking environment an asset.
• Ability to reconcile accounts.
• High degree of communication to effectively explain account statements and University policy with tact, diplomacy, and patience.
• The ability to relate effectively with students from varying social, academic, economic, and cultural backgrounds.
• Working knowledge of student taxation, preferred.
• Ability to diffuse emotionally explosive situations in a calm and professional manner.
• Demonstrated ability to work in a high volume, fast-paced, high stress environment.
• Demonstrated ability to work cooperatively with others.
• Ability and exercise judgment to manage sensitive data with complete confidentiality.
• Proficiency in computer applications including Word, Excel, and Access Database.

Job Types: Full-time, Permanent

Pay: $66,018.00-$77,944.00 per year

Benefits:

• Casual dress
• Company pension
• Dental care
• Disability insurance
• Employee assistance program
• Extended health care
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision care

Schedule:

• Monday to Friday

Work Location: In person

Application deadline: 2024-11-15