Student Accounts Analyst

This is a fully remote position, open to applicants in Virginia.

📋 Description

• Oversee inquiries related to student accounts, tuition billing assistance, payment resolution, and collections efforts within the K12 Private Schools division.

• Investigate and address questions concerning tuition fees, payments, outstanding balances, refunds, and necessary account modifications.

• Ensure the accuracy of student account records and facilitate the processing of charges, credits, payments, and adjustments.

• Examine account discrepancies and collaborate with internal departments for timely resolutions.

• Assist with payment processing, account reconciliation, and billing-related changes in enrollment.

• Help families comprehend their tuition balances, payment expectations, and available payment options.

• Provide support for third-party educational funding programs, such as Education Savings Accounts, scholarship organizations, and ClassWallet.

• Keep track of outstanding tuition balances and assist in accounts receivable and collections operations.

• Carry out proactive outreach on overdue balances and ensure necessary follow-ups are conducted.

• Organize payment arrangements, commitments, collections activities, and timelines for account resolution.

• Manage authorized restrictions on curriculum access, course locks, and reinstatements tied to unpaid obligations.

• Escalate accounts needing further review, financial intervention, or exception approval.

• Handle assigned Salesforce cases from initiation to resolution, including follow-ups, documentation, and closure.

• Engage with families and school representatives through approved channels to address financial account issues.

• Collaborate with Customer Care Technical Support, Enrollment, Finance, Registrar, and school leadership teams.

• Identify recurring customer issues and propose enhancements to billing communications and account support processes.

• Uphold standardized procedures for student accounts, billing, and collections.

• Monitor workloads, aging accounts, and unresolved cases.

• Aid in reporting outstanding balances, collections activities, billing inquiries, and case resolutions.

• Support the billing system, self-service payment platform, and optimization of operational processes.

• Safeguard the confidentiality of sensitive student, family, and financial information.

• Perform additional operational tasks as required.

⛳️ Requirements

• High school diploma or equivalent qualification.

• A minimum of two (2) years of relevant experience in billing, student accounts, accounts receivable, collections, financial customer service, or a similar support role.

• Proven experience in researching and resolving customer account discrepancies or payment-related queries.

• Strong organizational capabilities with the ability to juggle multiple priorities and meet deadlines.

• Exceptional written and verbal communication skills, including the capacity to handle sensitive financial conversations with professionalism.

• Proficiency in Microsoft Office applications, especially Excel and Outlook.

• Demonstrated capability to maintain precise records, adhere to established procedures, and exercise sound judgment.

• Ability to work independently in a remote setting while effectively collaborating with cross-functional teams.

• Experience in supporting tuition-based education, private schools, or related educational services is preferred.

• Familiarity with Salesforce or similar customer relationship management and case management systems is preferred.

• Experience with student information systems, payment processing platforms, or accounts receivable software is preferred.

• Knowledge of Education Savings Accounts (ESAs), scholarship funding programs, ClassWallet, or alternative educational payment arrangements is preferred.

• Experience in supporting collections efforts while maintaining a customer-service-focused approach is preferred.

• Familiarity with financial reporting, account reconciliation, and initiatives for process improvement is preferred.

🏝️ Benefits

• Eligible employees may qualify for a bonus.

• Health benefits offered.

• Retirement contributions provided.

• Paid time off available.

• Reasonable accommodations for individuals with disabilities will be made.

• Remote/home-based work arrangement is possible.