Student Account Specialist – Marion Campus (Grant County)

Key Responsibilities

Student Account Management & Customer Service

• Serve as the primary point of contact for student account inquiries, providing professional, accurate, and timely assistance to students, families, faculty, staff, and external partners through phone, email, and in-person interactions.
• Welcome and assist students, faculty, staff, and campus visitors while maintaining a positive customer service experience.
• Explain tuition and fee charges, billing statements, account activity, payment options, refund processes, and the impact of financial aid on student accounts.
• Assist students with online account management processes, including payments, refunds, payment plans, and account access.
• Support students with Touchnet payment plans, BankMobile refund preferences, and related account questions.
• Research, analyze, and resolve student account issues, including billing discrepancies, payment concerns, financial aid-related questions, and account exceptions.
• Review and manage student account holds, placing or releasing holds in accordance with institutional policies and procedures.
• Conduct proactive outreach to students regarding account balances, payment deadlines, non-paid status, pre-collection activity, and other account-related requirements.
• Serve as the primary contact for outreach efforts related to non-paid status, past-due balances, and pre-collection activities prior to and throughout the academic term.

Cashiering & Payment Processing

• Receive, process, and accurately record tuition, fee, transcript, and other college-related payments through approved college systems.
• Process payments received in person, online, and through the mail, ensuring timely application to student accounts.
• Prepare and distribute Clover payment invoices and accurately apply payments to student accounts.
• Process account adjustments related to approved drop/add activity and other authorized account transactions.
• Create, monitor, and follow up on payment plans to support timely student payments.
• Research and resolve returned ACH transactions, non-sufficient funds (NSF) payments, missing payments, and related account issues.
• Process BankMobile timeout transactions and other refund-related exceptions as necessary.
• Research and coordinate resolution of returned refunds, stale-dated checks, and outstanding refund transactions.
• Ensure all transactions are processed accurately and in compliance with institutional policies and procedures.

Cash Handling & Reconciliation

• Balance and maintain assigned cash drawers in accordance with college cash-handling policies and internal control requirements.
• Reconcile daily cashiering activity, cash drawers, and transaction reports, researching and correcting discrepancies prior to finalizing reports.
• Prepare daily deposits and maintain all required supporting documentation.
• Complete daily deposit reconciliations and reporting within Banner, Workday, and other applicable systems.
• Ensure compliance with cash management procedures, audit requirements, and established internal controls.
• Maintain accurate records supporting all cashiering and reconciliation activities.

Account Monitoring, Reporting & Compliance

• Review daily refund reports, MC Hold reports, account exception reports, and other operational reports to identify and resolve issues in a timely manner.
• Process non-payment reporting and assist with related student account follow-up activities.
• Research and resolve account discrepancies, escalating complex issues when appropriate.
• Maintain accurate student account records and ensure compliance with institutional policies and procedures.
• Assist with internal and external audits by providing documentation, reconciliations, and supporting records.
• Ensure all responsibilities are performed in accordance with FERPA, applicable regulatory requirements, and professional standards.
• Maintain confidentiality of student records, financial information, and other sensitive institutional data.

Collaboration & Operational Support

• Collaborate with Financial Aid, Registrar, Academic Affairs, Career Link, Finance, and other campus departments to resolve student account questions and support student success.
• Work closely with the Director to support operational initiatives, special projects, peak registration periods, and other campus priorities.
• Assist with general Bursar Office operations and administrative functions as assigned.
• Participate in process improvement efforts that enhance efficiency, accuracy, compliance, and customer service.
• Adapt to changing operational needs and institutional priorities while maintaining service excellence.
• Perform other duties as assigned.

Qualifications

Required

• High school diploma or equivalent.
• Demonstrated customer service experience with strong verbal and written communication skills.
• Ability to maintain confidentiality and exercise sound judgment when handling sensitive information.
• Strong organizational skills with the ability to prioritize multiple tasks and meet deadlines.
• Ability to work independently while contributing effectively as a member of a team.

Preferred

• Associate degree.
• Experience in higher education, finance, accounting, cashiering, accounts receivable, procurement, banking, or customer service operations.
• Experience handling cash, payment processing, and account reconciliation responsibilities.

Ivy Tech is committed to supporting the well-being, growth, and financial security of our full-time faculty and staff. Our comprehensive benefits package includes:

Health & Wellness

• Multiple medical plan options paired with a Health Savings Account with a generous employer contribution

• Dental plan with no-cost preventive services and coverage for orthodontia

• Vision plan with low-cost exams and allowances for glasses or contact lenses

• Employee Assistance Program offering no-cost confidential counseling sessions, legal consultations, financial planning consultations, and other resources

• Wellness program with opportunities to earn $250 in Wellness Rewards

• Flexible Spending Accounts for healthcare (limited purpose) and dependent care

Retirement & Financial Security

• 10% employer retirement contribution, fully vested after two years

• Basic life insurance equal to annual salary paid by the College, with optional supplemental coverage

• Short-term and long-term disability benefits

Educational Benefits

• Fee remission for employees, spouses, and dependent children

• Tuition assistance for undergraduate, graduate, and doctoral programs

• Paid professional development opportunities

Work‑Life Balance

• Generous paid time off, including vacation, sick leave, holidays, and winter recess

• Flexible work arrangements where available

• Paid childbirth recovery leave (8 weeks)

• Paid parental leave (4 weeks)

Additional Perks

• Eligibility for Public Service Loan Forgiveness

• Additional discounts on gym memberships, transportation, and various retail services

Ivy Tech is proud to offer benefits that support your health, your family, and your future—because when our employees thrive, our students and communities thrive too. For more information on Ivy Tech Benefits, visit https://careers.ivytech.edu/benefits.

Note: Employees who re-hire with the College within 180 days of leaving a full-time position with the College may be eligible for additional benefits depending on their bridged seniority date.

Ivy Tech Community College is an accredited, equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, ethnicity, national origin, marital status, religion, sex, gender, sexual orientation, gender identity, disability, age or veteran status. As required by Title IX of the Education Amendments of 1972, Ivy Tech Community College does not discriminate on the basis of sex, including sexual harassment in its educational programs and activities, including employment and admissions. Questions specific to Title IX may be referred to the College’s Title IX Coordinator or to the US Department of Education Office of Civil Rights.