Student Accounts Outreach Specialist

Get Set for Cumberlands!

Join our team of student-focused individuals working together in order to encourage intellectual and spiritual growth, leadership and service.

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Under the general direction of the Director of Student Accounts, the Student Accounts Outreach Specialist will work closely with students and internal constituents to address outstanding account balances. This individual must possess timely communication, negotiation and collaboration skills and be a dynamic, highly skilled student financial professional. The successful candidate will provide support to students and parents to meet University enrollment and customer service goals. The Student Accounts Outreach Specialist will deliver high quality, compassionate service to the student population while maintaining consistency with the University mission, accreditation standards and applicable regulatory guidelines.

Major Job Responsibilities:

• Student Billing and Account Management

• Facilitate proactive communication with students through telephone, email, and text to ensure they are well informed about their account status, including outstanding balances, financial obligations, and available payment options.

• Process requests from current and former student for itemized account statements

• Promissory Notes, Account Holds and Collections

• Draft promissory note agreements tailored to individual cases while documenting all communication with students on case-by-case basis

• Apply and maintain student account holds in accordance with University guidelines and conduct regular analyses of reports to ensure data integrity and accuracy

• Innovation, Service and Process Improvement

• Demonstrate a commitment to continuous improvement and proactively seek opportunities to enhance the student experience and overall customer service

• Download, review, and analyze student balance reports to identify and prioritize target populations for outreach and support

• Additional Responsibilities

• Perform other duties as assigned by the Director of Student Accounts to support departmental goals and institutional objectives

Knowledge, Skills, and Abilities:

• Self-starter with positive outlook and an interest in the success of the University
• Possess good decision-making skills and the ability to assist a student community of diverse perspectives and cultures
• Demonstrate excellence in verbal and written communication skills
• Must have exceptional follow-up, follow-through, and attention to detail
• Respond to large volume of phone and email inquiries in a timely manner
• Ability to manage confidential information, exercise sound judgment and recognize the confidential nature of student information (FERPA)
• Results oriented with ability to manage multiple projects or tasks
• Strong critical thinking skills with the ability to solve problems and communicate concisely while focusing on the needs of the student

Minimum Education and Experience:

• Associate degree or equivalent experience required, B.A. or B.S. preferred
• Prior accounting experience or coursework; ability to work with numbers and perform basic calculation-related tasks with problem solving and analytical expertise
• Strong computer skills including proficiency in Microsoft Word, Outlook, and Excel with a willingness to learn University software products
• Demonstrate organizational and time management skills including the ability to successfully prioritize and manage multiple tasks
• Knowledge of billing and invoicing processes is preferred

Cumberlands is different by design. Our employees exemplify our motto in the pursuit of a

"life-more-abundant."