Immediate Hiring: Experienced Student Accounts Representative – Remote Collections and Customer Service Specialist

Introduction to Kaplan

Kaplan, a pioneer in education and professional advancement for over 80 years, is at the forefront of innovation, collaboration, and creativity. As a global company operating at the intersection of education and technology, we are dedicated to delivering a best-in-class educational experience. Our mission is to make a positive impact and inspire change in the world around us. We are now seeking a highly motivated and experienced Student Accounts Representative to join our team, working remotely and contributing to our goal of providing exceptional customer service and maximizing cash flow from student accounts.

Job Overview

The Student Accounts Representative role is a critical position within our organization, focusing on monitoring collections and aging for past due student accounts. The successful candidate will be responsible for providing successful resolution for delinquent accounts, utilizing a customer-focused approach to maximize cash flow and collections from students. This will involve working closely with students, responding to inquiries, and resolving disputes in a professional and efficient manner.

Key Responsibilities

• Monitor assigned student accounts for accuracy and expected payments on past-due accounts, ensuring timely follow-up and resolution.
• Contact students with delinquent payments via outbound telephone, email, and other forms of communication to achieve predetermined collection goals and bring accounts up to date.
• Work out satisfactory payment terms with students, including setting up payment plans and obtaining promissory notes, to ensure successful resolution of delinquent accounts.
• Receive and process inquiries from the Office of Returning Students regarding open balances for students interested in returning to the University, providing timely and accurate responses.
• Set up and process automatic and recurring credit card payments, as well as deferred billing for employer reimbursement, to facilitate convenient payment options for students.
• Prepare and provide regular and ad hoc financial reports, including aging, writing off, and trend-related reporting, to support the school's operations and inform business decisions.
• Collaborate with counterparts in other functions to research delinquent accounts in dispute, recommending adjustments for misapplied payments, tuition reversals, and other transaction errors to bring about resolution.
• Review out-of-school balances for assigned cohorts and recommend write-off and/or placement with a third-party collection agency, ensuring effective management of delinquent accounts.
• Perform other comparable job duties as assigned by supervisor and other finance department management, demonstrating flexibility and a willingness to adapt to changing priorities.

Qualifications and Requirements

To be considered for this role, candidates must possess the following minimum qualifications:

• Associate's degree required, Bachelor's degree preferred, in a relevant field such as business, finance, or communications.
• Experience in collection procedures and processes, with particular emphasis on dispute resolution and related transactions, is highly desired.
• Experience working in an automated call center environment and knowledge of financial billing systems is also a plus.
• Comfort in a high-volume production environment and ability to meet established deadlines and goals, with a strong focus on customer service and satisfaction.
• Outstanding attention to detail and organizational skills, with the ability to prioritize tasks and manage multiple responsibilities.
• Proficiency in Microsoft Office, particularly Word and Excel, with the ability to learn and adapt to new software and systems.

Preferred Qualifications

• Previous experience in a remote or virtual work environment, with the ability to work independently and manage time effectively.
• Knowledge of financial aid regulations and procedures, with experience working in a higher education setting.
• Experience with customer relationship management (CRM) software and other technology systems used in collections and customer service.
• Strong analytical and problem-solving skills, with the ability to analyze data and make informed decisions.
• Excellent communication and interpersonal skills, with the ability to build strong relationships with students, colleagues, and other stakeholders.

Skills and Competencies

The successful candidate will possess the following skills and competencies:

• Strong customer service skills, with the ability to provide exceptional service and support to students and other stakeholders.
• Excellent communication and interpersonal skills, with the ability to build strong relationships and work effectively in a team environment.
• Strong analytical and problem-solving skills, with the ability to analyze data and make informed decisions.
• Ability to work in a fast-paced environment, with multiple priorities and deadlines, and maintain a high level of productivity and efficiency.
• Strong attention to detail and organizational skills, with the ability to prioritize tasks and manage multiple responsibilities.
• Ability to adapt to changing priorities and deadlines, with a flexible and positive attitude.

Career Growth Opportunities and Learning Benefits

At Kaplan, we are committed to the growth and development of our employees. As a Student Accounts Representative, you will have access to a range of training and development opportunities, including:

• Comprehensive onboarding program, with training and support to ensure your success in the role.
• Ongoing professional development opportunities, including workshops, webinars, and conferences, to enhance your skills and knowledge.
• Opportunities for advancement and career growth, with a range of roles and responsibilities available within the company.
• Access to a range of online courses and training programs, to support your ongoing learning and development.
• Recognition and reward programs, to recognize and reward your achievements and contributions to the company.

Work Environment and Company Culture

At Kaplan, we are committed to creating a positive and supportive work environment, with a range of benefits and perks to support your well-being and success. These include:

• Remote work options, with the ability to work from home or other remote locations, and flexible scheduling to support your work-life balance.
• Comprehensive benefits package, including health, dental, and vision insurance, as well as retirement savings and other benefits.
• Opportunities for professional development and growth, with a range of training and development programs available.
• Recognition and reward programs, to recognize and reward your achievements and contributions to the company.
• Positive and supportive company culture, with a range of social and community events, and a commitment to diversity, equity, and inclusion.

Compensation, Perks, and Benefits

We offer a competitive compensation package, with a range of benefits and perks to support your well-being and success. These include:

• Competitive salary, with a range of $31,200 - $78,600 per year, depending on experience and qualifications.
• Comprehensive benefits package, including health, dental, and vision insurance, as well as retirement savings and other benefits.
• Opportunities for professional development and growth, with a range of training and development programs available.
• Recognition and reward programs, to recognize and reward your achievements and contributions to the company.
• Positive and supportive company culture, with a range of social and community events, and a commitment to diversity, equity, and inclusion.

Conclusion

If you are a motivated and experienced customer service professional, with a passion for education and a commitment to excellence, we encourage you to apply for this exciting opportunity. As a Student Accounts Representative at Kaplan, you will have the opportunity to make a positive impact on the lives of students, while working in a supportive and dynamic environment. Don't miss out on this chance to join our team and contribute to our mission of providing exceptional education and customer service. Apply now!