Student Financial Services Customer Support Specialist

About Bay Path University:

When Bay Path opened its doors to students in 1897, it had a very clear goal: to provide a practical, affordable, and career-oriented education to prepare students to not only meet the needs of companies, organizations, and communities but to also thrive in their professions, identify and realize their dreams, and make a lasting difference in the world. From the beginning, Bay Path prided itself on being entrepreneurial, constantly pushing the boundaries of the academic experience to fit the student...to start them on the road of success. That spirit and philosophy is best reflected in our shared vision, "At Bay Path, every learner's dreams of a better career, a richer life, and a brighter future will be realized."

Recognizing that our learners come first, we know it is equally important that we develop, cultivate, and sustain a culture that binds us together as a community. As part of the University's ongoing commitment to diversity, equity, inclusion, and belonging, we draw upon our eight Core Values-beliefs that provide the internal framework and a moral compass for how we work and interact with each other.

Bay Path University, an independent and not-for-profit institution, was named Among Fastest Growing Baccalaureate Colleges and Graduate Programs by The Chronicle of Higher Education Almanac, and is a member of the Women's College Coalition. With a main campus in Longmeadow, MA, and a satellite location in East Longmeadow, MA, Bay Path offers undergraduate, graduate (for women and men) degrees, and professional certificates.

For 125 years, we have been committed to preparing our students to navigate a constantly changing world. Whether it is one of our innovative academic programs, groundbreaking online learning platform, or We Empower Learners and Leaders initiative, we educate our students in ways that will help them to grow, learn to adapt, and always to flourish. Be part of the change. Be Bay Path.

We invite you to visit our website at www.baypath.edu where you can learn more about Bay Path University.


Job Description:

JOB SUMMARY:

The Student Financial Services Customer Support Specialist is responsible for managing the Tuition Deferment Application process for students utilizing tuition reimbursement with their employer. Management of the tuition deferment process includes the review of student applications, generating invoices and manual bills to employers and students along with ensuring payment of tuition in a timely manner. Responsible for providing excellent customer service to students and parents; greets students/parents entering SFS office to assess their concerns, assist in reconciling student accounts; provides general financial aid information to students and families; plan and execute follow up procedures with the goal of closure in a timely manner.

ESSENTIAL JOB FUNCTIONS:

• Manages all aspects of Tuition Deferment Application process including the analyzing of applications to ensure students have adequate tuition reimbursement funding for tuition payment, generates invoices or manual bills/reminder notifications.
• Tracks tuition deferment applications to ensure timeliness along with managing any payment method exceptions.
• Maintains monthly calendar of tasks to complete for tuition deferment process.
• Maintain records of tuition deferment applications, invoices, manual bills, and student correspondence.
• Reconcile delinquent student accounts pertaining to outstanding payments from employers or students.
• Track correspondence between Student Financial Services Office and students and/or parents.
• Provides student-focused customer service, ensures accuracy of student accounts, and answers/assists with financial aid questions/process/documentation.
• Responds to questions and gives guidance concerning student accounts, due dates, payment options, tuition rates, all financial aid programs and eligibility requirements. Resolves more complex issues regarding a student's account.
• Creates reports through Jenzabar for tracking reconciling outstanding tuition balances.
• Responsible for timely responses to students and families in a prompt, professional and accurate manner.
• Assist in monitoring student accounts to ensure complete reconciliation including contacting students to discuss payment of tuition balance.
• Knowledge of the monthly payment plan program -Transact including the tracking of delinquent accounts to answer student and parent questions.
• Answers incoming phone calls to make initial assessment of student or parent concerns.
• Provides back-up to review and respond to emails in the SFS department email.
• Assist with a variety of office support functions.
• Perform necessary follow-up for missing information.
• Troubleshoot problem areas related to student aid documents and interface with appropriate campus and off-campus departments to correct them.
• Review financial aid forms of incoming and current students for consistency, accuracy and preparedness for awarding.
• Maintain accuracy of individual student account files both via computer and manually; update individual student records with incoming communication.
• Provide counseling to families on available financial aid programs, policies and procedures.
• Address financial aid questions and concerns from students, parents and the College community.
• Attend on-and off-campus enrollment and College related functions, as appropriate.
• Assist at Open House, Information Sessions, and orientation programs as required.

Requirements:

QUALIFICATIONS:

• Bachelor's degree preferred.
• High level of organization and analytical ability.
• Experience with high call volume.
• Analytical and reconciliation skills.
• Ability to perform with high quality and minimal errors.
• Billing and collections experience preferred.
• Demonstrated service and team orientated attitude.
• 1-3 years' experience in the Higher Education industry.
• Strong accounting, computer and interpersonal skills are essential.
• Excellent oral, written and interpersonal skills.
• Ability to perform work with frequent deadlines and extreme external pressure to complete assignments.
• Willingness to work flexible and extended schedule including weekends when necessary.
• Ability to handle confidential information with discretion
• Should be committed to a culture of diversity and respect.
• General knowledge of the University's mission, purpose and goals and the role of a Student Financial Services Customer Support & Invoice / Billing Specialist in achieving those goals.

Additional Information:

Commitment to Diversity, Equity, and Inclusion
Bay Path University is a diverse community devoted to proactively nurturing a campus-wide culture that promotes and ensures equity, respect, inclusion and safety for all members regardless of race, color, national origin, age, gender, religion, sexual orientation and gender identity, socio-economic background, or physical ability. We are one University that opens our hearts and minds to conversations, to learning and to creating a community that is welcoming of all. Regardless of position, it is expected that each employee will embrace this commitment and demonstrate an attitude of respect toward and acceptance of all members of our community.


Application Instructions:

Applicants for this position should attach a cover letter, resume / curriculum vitae, and any other relevant information pertaining to this position and your candidacy. Please apply online. Faxes and emails will not be accepted.

Bay Path University is dedicated to building a culturally diverse and pluralistic faculty committed to teaching and learning in a multicultural environment and strongly encourages applications from minorities, women and all underrepresented backgrounds. An Equal Opportunity Employer, Bay Path University is committed to fostering diversity in its student body, faculty, and staff.

Bay Path University is a smoke and tobacco-free community.

All offers of employment are contingent on satisfactory background checking.

In compliance with the Americans with Disabilities Act (ADA), if you have a disability and require a reasonable accommodation to apply for a position please email us at HR@baypath.edu or call 413-565-1157.