Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

CASSANDRA WALDROP

Rock Hill,NY

Summary

Detail-oriented Account Manager with a proven track record in managing student accounts and enhancing financial operations. Extensive experience overseeing billing processes, developing payment plans, and ensuring compliance with Federal, State, and Institutional policies. Demonstrated expertise in resolving account discrepancies and fostering a collaborative team environment.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Senior Student Accounts Representative

Fordham University
The Bronx, NY
02.2023 - Current
  • Exceed departmental goals for timely account resolution by prioritizing tasks and maintaining focus on high-impact activities.
  • Train new Student Account Representatives, sharing best practices and ensuring consistent service delivery across the team.
  • Manage sensitive data with utmost confidentiality, adhering strictly to FERPA guidelines when handling student account information.
  • Maintain detailed records of student transactions, enabling accurate reporting and informed decision-making for administrators.
  • Enhance student account management by streamlining processes and implementing efficient tracking systems.
  • Develop comprehensive knowledge of institutional policies governing student accounts, ensuring consistent and accurate guidance to students.
  • Ensure accurate billing by diligently reviewing student account information and promptly addressing discrepancies.
  • Support financial aid office in processing applications, facilitating smooth disbursement of funds to eligible students.
  • Optimize workflow efficiency by regularly reviewing procedures and suggesting improvements where necessary.
  • Promote transparency in billing through clear communication of fees, deadlines, and other pertinent information to students and parents.
  • Consistently meet or exceed performance metrics related to resolution times, collection efforts, and customer satisfaction.
  • Coordinate with third-party vendors for timely processing of payments, refunds, or collections as needed.
  • Assist in the implementation of new payment plans, increasing accessibility to educational opportunities for more students.
  • Strengthen cross-departmental relationships by proactively collaborating on initiatives impacting student accounts.
  • Reduce late payments by providing timely follow-ups and maintaining open communication with students and their families.
  • Increase departmental productivity through effective time management strategies aligned with daily responsibilities.
  • Improve student/parent satisfaction by providing proactive assistance and empathetic support to those facing financial challenges.
  • Collaborate with other departments to resolve student account issues, promoting a positive campus experience.
  • Respond to student inquiries via email or telephone and provide detailed account information.
  • Maintain accurate records of student accounts, payments, and payment plans.
  • Work with Students and Parents to create a debt repayment plan based on current financial condition.
  • Establish relationships with students and families to encourage payment of delinquent accounts.
  • Enter student details and notes into system for interdepartmental access and review.
  • Research billing errors and discrepancies to initiate corrective action.

Lead Student Account Specialist

Manhattan School of Music
New York, NY
11.2018 - 03.2022
  • Worked with colleagues to manage all aspects of Student Accounts for both College and Precollege divisions
  • Provided extensive customer service by meeting with students/ Parents regarding account status; advised same on payment options; handled issues with diplomacy and patience
  • Handled telephone and e-mail correspondence in a timely manner
  • Prepared Billing periods and charge definitions
  • Created billing invoices and updated payment plans
  • Posted payments and receipts, reconciled Student accounts and GL
  • Processed and distributed overpayment refund checks
  • Applied and Removed student holds
  • Update departmental Web page on school website
  • Created promissory Notes for in house payment arrangements
  • Assisted in development and implementation of policies and procedures relevant to efficient operation of Business Office
  • Coordinated with offices of Registrar, Financial Aid, Student Affairs, and IT in executing school policies and procedures as outlined in school catalog
  • Organized student folders and filed paperwork
  • Assisted third-party inquiries regarding student accounts as per FERPA guidelines
  • Established methods to optimize productivity
  • Managed payment plan setup and collection or overdue accounts
  • Assisted with Charge off/ collections process
  • Worked with controller and Assistant Controller in monitoring delinquent accounts between college and collection agencies
  • Processed IRS 10k Reporting and notification
  • Performed Student outreach to ensure students were aware of and informed of outstanding balances, ensuring all financial obligations were clear, and students were actively taking action to resolve any balances due
  • Tracked problem students who may be experiencing financial hardship and conduct outreach to resolve balances

Member Services Representative

USALLIANCE Financial
Hopewell Junction, NY
07.2017 - 06.2018
  • Provided member service by responding to over 150 calls in all inbound queues related to product information, account details, loan applications, establishing new accounts for existing members, etc
  • Conducted outbound calls for member follow-up
  • Establish long-term financial relationships with credit union members by actively seeking business opportunities and make appropriate recommendations
  • Identified, research and resolve member issues by providing knowledgeable and professional service
  • If needed, escalate concerns using appropriate channels
  • Complied with Key Performance Indicators (KPIs) goals such as, adherence to schedule, average speed of answer, quality monitoring scores, etc
  • Work with supervisor to ensure expectations are being met
  • Embraced and applied Credit Union's mission, vision and core values to all activities and responsibilities
  • Performed additional duties and special projects as assigned

Contact Center Specialist I

Hudson Valley Federal Credit Union
Poughkeepsie, NY
07.2016 - 07.2017
  • Provided internal and external member service by responding to over 150+ calls in all inbound queues related to product information, account details, loan applications, establishing new accounts for existing members, etc
  • Conducted outbound calls as directed
  • Establish long-term financial relationships with members by actively seeking business opportunities and make appropriate recommendations to Credit Union business partners
  • Identified, researched and resolved member issues by providing knowledgeable and professional service
  • If needed, escalated concerns using appropriate channels
  • Contributed to attainment of department sales and service goals
  • Complied with Contact Center Key Performance Indicators (KPIs) goals such as, adherence to schedule, average handle time, average speed of answer, quality monitoring scores, etc
  • Work with supervisor to ensure expectations are being met
  • Adhered to all Credit Union policies, procedures, and regulatory agency requirements including, but not limited to training activities
  • Performed additional duties and special projects as assigned

Account Clerk/Enrollment Specialist

SUNY Orange County Community College
Middletown, NY
05.2014 - 07.2016
  • Assisted students with enrollment, class registration and add/drop of classes
  • Processed applications and transcript requests
  • Reviewed and verified residence affidavits as well as providing notary services
  • Collected tuition and fee payments
  • Collected and reviewed third party tuition sponsor forms
  • Answered questions from students, parents and various community members
  • Reviewed reconciliation of cash receipts and discrepancies
  • Cashiering
  • Added and Removed Student holds as requested
  • Answered telephones and provided call center support/coverage when needed
  • Performed basic Financial Aid inquires and assisted students with Financial Aid verification and documents
  • Provided clerical support to additional offices (Admissions, Registrars and Bursar, Advising)
  • Assisted with student mailings
  • Processed mailed forms and payments
  • Placed collection calls and notified students/ parents of past due payments

Education

Bachelor of Arts - Economics

Fordham University
Bronx, NY
05-2026

Associate - Business Administration

Monroe College of New Rochelle
New Rochelle, NY
08.2012

Skills

  • Billing
  • Customer Service
  • Collection Practices
  • Reimbursement Processing
  • Federal Student Aid Policies
  • Account Reconciliation
  • Account Management
  • Accounts Payable/Accounts Receivable
  • Accounting Principles Knowledge
  • Written and Oral Communication
  • Cash Handling Experience
  • Excellent Interpersonal Skills
  • Organizational Skills
  • Data entry

Certification

NOTARY PUBLIC, NEW YORK, 01WA6343991, ORANGE, 06/20/28

Timeline

Senior Student Accounts Representative

Fordham University
02.2023 - Current

Lead Student Account Specialist

Manhattan School of Music
11.2018 - 03.2022

Member Services Representative

USALLIANCE Financial
07.2017 - 06.2018

Contact Center Specialist I

Hudson Valley Federal Credit Union
07.2016 - 07.2017

Account Clerk/Enrollment Specialist

SUNY Orange County Community College
05.2014 - 07.2016

Associate - Business Administration

Monroe College of New Rochelle

NOTARY PUBLIC, NEW YORK, 01WA6343991, ORANGE, 06/20/28

Bachelor of Arts - Economics

Fordham University
CASSANDRA WALDROP