Portland Community College Hiring for Senior Student Account Specialist at Sylvania Campus Full Time

Senior Student Account SpecialistRequisition IDreq2036DepartmentTreasury/ReceivableCampusSY-Sylvania CampusEmployment TypeClassified-Full TimeBest Consideration DateApply Immediately; This position will close once sufficient qualified applications have been received.Position SummaryLocation: Sylvania Campus or Rock Creek Campus; travel to the other campuses will be required as needed for this position.This role performs a variety of activities to ensure the efficient and effective operation of a student account office and/or key student account function. Serves students, staff, parents and community members by working on a broad array of complex student and financial service issues. Proactively engages students in financial conversations and planning to help ensure student financial success. Refers students to appropriate college and external resources. Provides services to a diverse population including non-native English speakers, international students, high school students and other community members whose needs and interests may vary. Consistently delivers service in a professional, efficient and friendly manner. This position will be responsible for an area of expertise where they will be working with our Technology Support Analyst. A candidate that has experience working with an ERP in higher education (ie: Banner/Workday) and/or payment gateway systems (ie: Touchnet/Nelnet/CASHNet) is highly desirable. Currently this position is eligible for hybrid work where there is a required on-site expectation of 4 days per week and one day remote. Additional on-site days will be required during peak registration periods. Duties:

-Serves in a lead capacity providing operational support to ensure smooth running of the office at an assigned campus and/or one or more complex areas of responsibility. Trains, guides, delegates and monitors the work of office staff; ensures adequate service levels for area of responsibility and arranges coverage as needed; monitors cashiering sessions to ensure receipts are balanced and deposited. Provides input to the manager on employee performance. Mentors new staff members and provides ongoing guidance.-Provides information on a variety of topics related to student services to students, staff, parents, and community members, in-person and via various communication methods, including phone, chat and email.

-As part of the cohort default prevention plan, initiates contact with students to provide information and guidance on topics related to financial aid, repayment and requirements; tracks and reports results. May contact faculty to verify attendance. Utilizes reports, referrals and other methods to identify students who may benefit from early intervention and outreach.

-Develops financial plans and identifies potential sources of funding for students with emerging financial issues. Analyzes student financial needs and prepares financial wellness reports for students. Provides support and information on financial options to students.

-Engages in financial outreach and intervention; provides support and information on financial options to students experiencing family, personal or economic crisis. Facilitates set up of custom payment plans for past due accounts.

-Works closely with students and college-wide staff to resolve or redirect student account disputes and appeals.

-Coordinates with other student accounts and student/enrollment services staff to ensure consistent communication and high level service delivery. Provides information, training and support to participating members of Student Services.

-Monitors the telephone helpline for Student Account Services. Ensures that staff is logged into the telephone queue. Works with Telephone Services to research and resolve problems. Handles difficult customer calls and functions as the second tier of support when an upset customer wants to speak with staff in a leadership role. Determines when to escalate a situation to management. Creates and implements telephone training for new and current staff and ensures updates are implemented.See the classification description for additional information: https://www.pcc.edu/hr/employment/classified-jobs/StudentAccountsSpecialistSenior/ Candidate ProfileThese qualifications, skills and abilities are critical for success in this position.
Throughout the screening process, you will be evaluated based on the demonstration of these qualifications.

• 2 years of ERP (ie: Banner/Workday) database experience in a higher education setting.
• 2 years of working experience in student accounts and/or in a higher education environment.
• Demonstrated experience working with diverse populations and an understanding of best practices around equity and inclusion.
• Experience serving in a lead capacity providing operational support to ensure smooth running of the office at an assigned campus and/or one or more complex areas of responsibility.
• Demonstrated experience engaging in financial outreach and intervention; provides support and information on financial options to students experiencing family, personal or economic crisis.
• Demonstrated experience cashiering, auditing, reconciliation, account payments, student account helpline and related regulatory compliance.

Minimum Qualifications

To be considered, your application must demonstrate these minimum qualifications. (Experience is calculated based on the start and end dates you provide multiplied by the number of hours per week worked).

High school diploma or equivalent.

One year of college level course work with an emphasis on business technology, accounting or relevant office occupations curriculum (One year of relevant experience may substitute for the college level course work).

Two years’ experience in general office support and one year experience in a student service environment with considerable public contact is required.

Preferred Qualifications

• 5 years experience working with a higher education ERP and/or payment gateway.
• Demonstrated experience working with a payment gateway such as Touchnet, Nelnet or CASHNet.
• Experience troubleshooting hardware and/or software problems with an ERP and/or payment gateway.
• Experience training or providing assistance to other staff on an ERP and/or payment gateway.
• General accounting experience.

Position Grade18Starting Salary ExpectationsThe first two steps of the range are: $45,678 to $47,049 per year. Higher salary placement may be available based on qualifications, experience and internal equity.Position Grade Salary Range$45678 to $73301 Annual SalaryFTE1PCC BenefitsPCC offers a comprehensive benefit package designed to provide employees and their families, including domestic partners, with access to a broad range of benefit options. Includes Health, Dental, and Vision options, Group Life, Long-term Disability, Long-term Care, and Auto and Home Insurance programs.

PCC currently fully funds the Oregon Public Employees Retirement System (PERS/OPSRP) pension and contributes an additional 6% into the employee’s Individual Account Program under PERS/OPSRP. PCC offers a tax deferred annuity program and a deferred compensation program where employees may save additional pre-tax dollars for retirement.

Additionally, PCC provides a tuition waiver for yourself, domestic partner, and dependent children under 24 years of age. Partial tuition reimbursement for yourself at other accredited institutions (full-time employees only).

Paid Leave: (Pro-rated by FTE for Part-Time Employees)
– Starts at 8 hours of vacation leave per month (additional vacation hours with years of service)
– 8 hours of sick leave per month
– 24 hours of additional personal leave days per year – 11 Paid holidays

For a complete list of PCC benefits, please visit http://www.pcc.edu/hr.benefits

View a complete list of PCC benefits.Working Conditions and Physical Requirements

Work Environment
Work is performed in an office setting that may be, at times, noisy and intense with multiple interruptions. Subjected to heat/cold fluctuations. Exposure to video display terminals occurs on a regular basis.

Physical Requirements
Learned physical skill required to perform keyboarding and/or ten-key functions. Minimal physical exertion required. Most job time spent sitting with occasional walking.

Background Check RequiredYesPortland Community College complies with the Oregon Veterans’ Preference in Public Employment law which provides qualifying veterans and disabled veterans with preference in employment. You will be given instructions during the application process to claim Veterans’ Preference in the recruitment of this position, and to provide the documents required for verification of eligibility. Please do not send your documentation to the hiring manager directly. For verification of eligibility, please submit the following documentation:

• Veterans: DD214
• Disabled Veterans: DD214 and Letter from the Department of VA

Portland Community College is committed to hiring and retaining a diverse workforce. We are an Equal Opportunity Employer, making decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or any other protected class.Notice of the Availability of the Annual Security Report: Pursuant to the Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act (Clery Act), you may view Portland Community College’s (PCC) most recent Annual Security Report (ASR) on the Department of Public Safety website. The ASR contains current security and safety-related policy disclosure statements, emergency preparedness and evacuation information, crime prevention and sexual assault prevention information and resources, and drug and alcohol prevention programming. The ASR also contains crime statistics for Clery Act crimes which occurred on PCC properties for the last three calendar years. Paper copies of the ASR are available upon request at all Department of Public Safety offices.