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 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.

Essential Job Functions:

• Facilitate outbound communication via telephone, email, and text to ensure students are appropriately informed of account information, clarify delinquent balances, explain financial obligations and payment terms

• Answer phone calls and respond to emails in an empathic, professional, and tactful manner

• Compose and send email correspondence to work-study students every pay period

• Prepare and sort Work-Study checks for pickup at the Student Financial Center

• Process a high aptitude for initiative, focus, and discipline in a customer-centered environment to deliver exceptional service to students

• Document all communication with students, including promissory note agreements and payment plans

• Maintain a general understanding of financial aid, student accounts and the billing processes

• Process current and former student requests for itemized statement requests

• Download and analyze student balance reports to determine the target population

• May be assigned other duties at the discretion of the Director of Student Accounts

Knowledge, Skills, and Abilities:

• Self-starter with a 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."