Location: Saratoga Springs, NY Category: Professional Posted On: Mon Jul 1 2024 Job Description:

Empire State University currently seeks a full-time Bilingual Student Accounts Coordinator (State Title: Senior Staff Assistant) at our Saratoga Springs, NY location. Reporting to the Assistant Director for Student Accounts, the Bilingual Student Accounts Coordinator will serve as a primary contact and customer service representative for all students, faculty, staff, and other parties concerning Student Accounts related activity. The coordinator will be a department specialist, serving as the main Student Accounts resource for our new Spanish language program needs and accounts-related inquiries. They will provide support, respond to questions, develop processes, perform outreach, and ensure compliance with state and federal regulations as well as university policy.

The coordinator will have a daily presence in the department contact center focusing on customer service but will also serve as a department generalist assisting with tasks in the areas of billing, third-party sponsorship, cross-registration, refunding, residency appeals, educational tax credits, military funding, and more.

Responsibilities include but are not limited to:

• Serve as main point of contact for all Spanish program inquiries related to Student Accounts, serving as a liaison for students and department subject matter experts.

• Translate and interpret incoming and outgoing Student Accounts related correspondence.

• Respond to a high volume of student, faculty, staff, and sponsor inquires via a department call center, email, chatbot, and the university's ticketing system.

• Assist with refunding credit balances residing on students' accounts.

• Assist with the review, posting, billing, and receipting of third-party sponsorships.

• Perform outreach regarding outstanding items related to refunds, refund preferences, and expiring checks.

• Aid subject matter experts as it relates to cross-registration, military funding, billing, time payment plans, account reviews, educational tax credits, collections, deregistration, and payment processing.

• Assist with the creation and review of department job aids and web pages.

• Support the department's document imaging initiatives.

  Job Requirements:

Required Qualifications:

• Bachelor's degree from a regionally accredited institution.

• A minimum of two years' experience in a higher education, banking, call center or customer service setting.

• Bilingual and biliterate in Spanish and English.

• Demonstrated communication and customer service skills.

• Strong numerical and technical skills.

• Ability to multi-task, prioritize, and manage time effectively.

• Experience with Microsoft suite (Word, Teams, Excel, etc.) or document editing applications.

Preferred Qualifications:

• Experience using Banner or other higher education student information systems.

• Experience in a customer service billing setting.

• Prior knowledge of and experience working with bilingual and emergent bilingual learners.

• Prior experience working effectively with faculty, staff, and students from diverse linguistic, cultural, and socioeconomic backgrounds.

Special Information:

• This position is located in Saratoga Springs, NY.

• Occasional travel may be required to fulfill department, division, and university-wide commitments.

• Applicants must be currently authorized to work in the United States on a full-time basis.

• SUNY Empire provides employees with remote and flexible work environment to meet the needs of students, faculty, and staff in a dispersed work environment.

  Additional Information:

Rank/Salary: SL3 / $57,000-$60,000, dependent on experience and qualifications.

Empire State University is an EOE employer.

We are pleased to offer our employees an excellent benefit package which includes NYS health insurance, free dental and vision, competitive retirement options, and generous vacation, sick and holiday accruals; and a strong emphasis on work-life balance. We also offer professional-development activities for professionals and support staff.

IF YOU NEED A DISABILITY-RELATED ACCOMMODATION, PLEASE CALL THE ADA COORDINATOR AT (518) 587-2100, ext. 2240. IN ACCORDANCE WITH THE TITLE II CRIME AWARENESS AND SECURITY ACT, A COPY OF OUR CRIME STATISTICS IS AVAILABLE UPON REQUEST BY CALLING (518) 587-2100, ext. 2800. IT CAN ALSO BE VIEWED ON-LINE AT THE SAFETY AND SECURITY WEBSITE AT www.sunyempire.edu/safety-security.