Accounts Resolution Specialist

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The Accounts Resolution Specialist is responsible for account resolution and collection activities as related to student accounts. This position locates and notifies past and current students with delinquent accounts and applies standard processing practices to secure payment. The position researches customer disputes, works with outside collection agencies and processes bankruptcy accounts. The Specialist completes the essential functions for the position as well as Company policies and procedures and regulations in accordance with Bankruptcy Laws and the Fair Debt Collection Protection Act (FDCPA) to ensure a complete, seamless, and accurate process for students.

• Manage Past Due Accounts:
  • Contacts delinquent customers by phone, letter, email or text to encourage payment of delinquent accounts.
  • Collaborates with other departments to research and resolve customer accounts.
  • Makes financial arrangements with customers regarding past due account balances in accordance with University policies and procedures and monitors account activity.
  • Assigns Collection payment agreements.
  • Receives collection agency payments and updates and returns uncollectable accounts.
  • Collects on accounts in accordance with the Fair Debt Collection Protection Act (FDCPA).
  • Assigns or removes holds on current student account balances on a daily basis if necessary (processing job at night does “mass release”).
  • Analyzes accounts and places students with outside collection agencies through applicable portals.
  • Processes returned accounts from the collection agency.
  • Reports student payments to the outside agency through the agency portal.
  • Works with outside collections agencies to resolve account questions.
  • Processes bankruptcy accounts in accordance with current Bankruptcy Laws.
  • Responsible for the Collection Withdrawal Identification (CWI), Collection Withdrawal Athletes, Collection Withdrawal International which includes running daily reports, contacting all students, withdrawing students on the Collections Withdrawal (CWD) list, and notifies the enrollment counselor or student coach if the student can be reenrolled.
  • Processes multiple queries daily and processes output by analyzing accounts and mailing or emailing documentation.
  • Runs weekly aging report and disseminates to applicable parties.
  • Informs Supervisor of any problems with student accounts.
  • Updates task notes from student contacts and closes tasks within Sales Force.
• Customer Service:
  • Provides customer service assistance through Avaya skill set for Bruin Support Services tier three calls, as well as direct line phone calls in regards to past due accounts.
  • Provides customer service in person to students at the Welcome Center in regards to past due accounts.
  • Provides customer service through group email box and direct email.
  • Records information about financial status of customer and status of collection efforts in Sales Forces.
• Administrative Duties:
  • Assists to ensure all process documentation current.
  • Sorts and files correspondence.
  • Collaborates with team members and Director regarding continuous improvement of business processes, and procedures, lessons learned, best practices, automation of functions, tasks and production metrics.
  • Assists other teams during peak processing.
• Marginal Functions:
  • Completes other duties as assigned.
  • Participates in all Student Account team meetings.
  • Adheres to Bellevue University’s Code of Ethical Conduct and Key Values.
  • Adheres to FERPA regulations.

• Strong customer service and interpersonal skills required.
• Must be able to work in a fast-paced environment, with a strong attention to detail and accuracy, and have the ability to handle multiple tasks simultaneously.
• Must be able to maintain strict confidentiality regarding student accounts and information.
• Tact and good (clear) verbal communication skills to resolve problems.
• Flexibility and the ability to operate under time-sensitive deadlines.
• Ability to work independently, but as part of a team concept.
• Excellent interpersonal and communication skills, with the ability to clearly…