Payment Solutions Specialist

ALL INTERNALS MUST APPLY BY: 7/9/24

Job Profile Summary:

The Payment Solutions Specialist is responsible for student account payment plans and collections processes. The Specialist will assist in the overall accounts receivable functions of the Bursar Office, using a proactive and creative approach to payment plans, student account solutions and receivables. This role will review and clear student accounts receivables using a university wide system application. Specialists will

ensure compliance with university, state, and federal regulations along with standard accounting procedures. The role supports student retention, graduation, and student satisfaction goals.

Essential Functions and Responsibilities:

· Communicate with students utilizing a variety of methods to discuss tuition balances.

· Assist students with payment plans and accounts receivable questions.

· Troubleshoot any payment or account issues.

· Work closely with a various internal and external stakeholders to complete daily processes.

· Stay up to date on state and federal FERPA (Family Education Rights and Privacy Act), FDCPA (Fair Debt Collection Practices Act) and TPCA regulations.

· Manage all communication regarding tuition payments and account balances.

· Respond in a timely manner to all internal and external communication.

· Provide clear communication and support to students.

· Perform other duties as assigned.

Knowledge, Skill and Abilities:

· Ability to organize, prioritize, and meet deadlines.

· Ability to handle large call volumes.

· Self-motivated and disciplined.

· Strong work ethic and problem-solving skills.

· Excellent written and oral communication skills

· Proficient working knowledge of Microsoft office applications

· Ability to act and operate independently with minimal direction from manager.

· Exceptional analytical skills

· Ability to work independently and participate as part of a team.

· Comfortable working with others over the telephone, using inbound and outbound calls, have a clear speaking voice.

· Ability to handle demanding situations and escalated customer calls.

· Strong working knowledge of general accounting, and federal financial aid regulations, rules, and procedures.

· Strong working knowledge of FERPA, FDCPA, and TPCA regulations, rules, and procedures

· Intermediate to Advanced knowledge of Excel (pivot tables, vlookups, filtering, etc).

Competencies:

Organizational Impact:

· Tasks are accomplished by following a defined standard or set of procedures to achieve day to day objectives with direct impact on the area of specialty.

· The work is performed under moderate supervision and consists of routine tasks that may require advice and guidance from more senior personnel in the same area.

Problem Solving and Decision Making:

· Reviews solutions and employs minor adjustments to work methods to solve problems that are routine and typically exist in current work processes and systems.

· May be required to highlight areas of concerns/problems and offer potential solutions.

· Problems and issues faced are generally routine but may require interpretation of procedures or polices to resolve.

Communication and Influence:

· Communication with contacts within the job area is typical, and information that is provided or obtained may require some explanation or interpretation to reach agreement.

Leadership & Talent Management:

· Demonstrates the WGU leadership principles in all aspects of service to students, employees, and partners of WGU.

Job Qualifications:

Minimum Qualifications:

· Associate Degree

· Requires a minimum of 1-2 years of accounting, customer service, collections and/or general office experience.

Preferred Qualifications:

· Bachelor's Degree

· Prior billing or accounts receivable experience

· Banner system and federal financial aid regulations experience.

Physical Requirements:

· Prolonged periods sitting at a desk and working on a computer.

· Must be able to lift up to 15 pounds at times.

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