SFS is guided by its service standards of empathy, competency, responsiveness, and transparency. Within this service framework, the ideal candidate demonstrates a strong capacity to work independently with an affinity to develop solutions collaboratively with colleagues across SFS, the University, and outside agencies. The ideal candidate possesses 4 core qualities :

• Integrates analytical and creative thinking to continuously improve processes.

• Employs best practices to streamline work processes, create efficiencies, and improve performance to best serve our customers.

• Focuses on people and processes when making decisions and changes .

• Trained in Lean or other process improvement methodologies.
  

Scope : The Payment and Student Accounts Specialist supports payment management, account reconciliation, student account operations, and overall SFS customer service.

Reporting Structure : Reports to the Lead Payment and Student Accounts Analyst

Core Responsibilities:

Payment Management

• Accurately process a variety of financial transactions including student account and collections payments, wire and ACH transfers, incoming mail payments, departmental deposits & expenditure credits, 3rd party sponsor payments, and online payment transactions (via UVAPay ).

• Process checks daily and submit files to the bank and initiate student payment group post procedures.

• Identify and research online and check payment discrepancies (e.g., failed UVAPay payments ACH or Flywire and non-sufficient funds payments for checks).

• Correctly analyze student and department accounts to communicate information as needed.

• Support University Departments to resolve all payment inquiries and errors that meet the needs of the students, internal department, and outside agencies. This requires working with various teams and departments to ensure accuracy and compliance with University , state, and federal compliance.

• Communicate to students regarding payment needs (e.g., scholarship check endorsement needed, overpayment reviews, etc.).

• Liaison with UVA Treasury to support SFS and Treasury relationship.

• Serve as document Imaging back-up as necessary to process payments.

• This position will work closely with the internal University departments as well as external customers such as students, parents, and federal, state, and nonstate agencies.
  

Analyze & Reconcile SFS Accounts

• Perform research and payment account reconciliations based on data from Workday Finance, Qlik Applications and other Qlik and University Business Intelligence (UBI) reports, ImageNow, PeopleSoft student system (SIS), and other source systems and documents.

• Reconcile accounts according to University policies and procedures.

• Provide Audit reporting and support as needed

• Willingly and accurately perform other reconciliation/analysis tasks as assigned by Supervisor or Director.

• Provide audit activity upon request.
  

Deliver Customer Service

• Salesforce case management: Support students, parents, and University personnel in the resolution of problems and questions regarding current activity on student accounts via phone, email or in person. This includes proactive communication for student account related activity.

• Communicate University payment procedures to customers.

• Provide immediate assistance to student and departmental requests for service, escalating and referring to other areas when necessary and following through to resolution.

• Act as a representative of SFS with faculty, students, staff and the public concerning issues requiring interpretation of department policies, procedures and programs.

• Resolve discrepancies in response to payment and billing inquiries, gathering relevant documentation and initiating communication with the student/parent.

• Maintain records, files, and communicate information to and from students in accordance with policies.

• Evaluate situations reported and identify what documentation/information is necessary resolve the issue.

• Promote teamwork attributes including leadership, positive attitude, management support, team building, communicating, empathy for co-workers, and contributes to achieving departmental goals as evidenced by feedback from co-workers and management.

• Ability and willingness to cross-train and support various roles as needed.
  

Support Student Account Activity

• Serve as a student accounts expert in student-related financials for students and University contacts.

• Manage UVAPay related activity and reporting ( UVAPay is the payment and billing platform).

• Process payment and billing activities, resolve payment and billing discrepancies, including initiating communication and gathering relevant documentation.

• Provide 3rd party invoicing and reconciliation support.

• Maintain records and communicate information to and from students in accordance with policies.

• Identify processes and procedures in the department which cause problems for groups of customers and recommend efficient and timely solutions.

• Recommend to management and, where authorized, implement improvements in systems, processes and procedures that will increase customer satisfaction.

• Keep current with University , departmental, federal and state regulations, policies and updates and share with departmental staff to ensure compliance.

• Support Student Financial Services' Veterans Affairs and military education benefits related to charges and payments (lead coordination and tuition and fee validation efforts with the University Registrar's Certifying Official.

• Support 529 state prepaid agency contracts.
  

Minimum Qualifications

• High School Diploma

• Knowledge/Skills/Abilities:

• Training in Lean or other process improvement methodologies

• Experience collaborating with others on projects or related activities

• Drive the continuous improvement culture to eliminate waste and improve process efficiency

• Collaborates with key process stakeholders throughout Finance to solve problems

• Demonstrated ability to seek out and appreciate information and participation from diverse resources

• Secures commitment and mobilizes all parties to action

• Motivates team members

• Ensures all SFS and departmental personnel receive appropriate training

• Proficient with Microsoft Office Suite applications (Word, Excel, PowerPoint, Visio is a plus).
  

Preferred Qualifications

• Bachelor's degree

• 2-4 years of experience in accounting, finance, analysis, or related experience, and/or customer service experience.

• Systems & Applications Knowledge: Comfortable with a variety of systems and platforms. Oracle (Finance Platform), PeopleSoft (Student System), Workday (HR) (Finance future implementation will replace Oracle), Flywire payment and billing platform, Qlik related platforms, Perceptive (aka ImageNow), ECSI - Institutional Loan Management system.
  

Process for External Applicants: Please visit UVA job board at https://uva.wd1.myworkdayjobs.com/UVAJobs and search for “R0048338”.

Complete an application online with the following documents:

• Resume/CV

• Cover letter
  

Upload all materials into the resume submission field, multiple documents can be submitted into this one field. Alternatively, merge all documents into one PDF for submission. Applications that do not contain all required documents will not receive full consideration.

References will be completed via UVA’s standardized process Skill Survey. A total of five references will be requested via SkillSurvey during the final phase of the interview process.