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
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