Account Representative

Posting Details

Job # 035612 Department Code 31009-1048 Department Student Debt Management Job Title Account Representative Location Syracuse, NY Pay Range Commensurate with Experience Staff Level S3 FLSA Status Non-exempt Hours

Standard University Business Hours

8:30am – 5:00pm (academic year)
8:00am – 4:30pm (summer)

Hours may vary based on operational needs.

Job Type Full-time Campus Syracuse, NY Unionized Position Code Not Applicable Job Description

The Account Representative is part of an outstanding team responsible for providing best in class service to students and parents as well as maintaining the unit’s excellent financial controls. The role is critical to the University as it acts as the primary point of contact to students and parents in regard to student finance, billing and Federal Perkins loans. The Account Representative will, on average, provide service to between 800-1,000 students/parents per month via phone calls, in person student traffic and email correspondence. The Representative will require attention to detail in a fast paced ever-changing environment and will provide service to students and parents by taking incoming phone calls from students/parents, setting up payment arrangements, responding to individual emails for both traditional and online students. In addition to monitoring and taking action on accounts of current students that may be past due, they will also work with other University departments such as Financial Aid and the Registrar’s Office.


• Associates Degree and a minimum of 1 year in credit, collections or customer service in the finance industry.

Job Specific Qualifications

• Ability to provide customer service.

• An understanding of basic accounting concepts, loans and credit.

• Ability to problem solve.

• Experience with Microsoft Office suite and the ability to learn new software packages.


• The Account Representative, Collections will maintain and work portfolio of accounts daily (tuition, bookstore, returned checks, Perkins Loans, and other University A/R) working the collections process toward an ultimate goal of repayment of each account. This is done by:
- locating the student/parent via various skip tracing methods
- placing phone calls, sending letters and emails
- recording and following up on agreements
- recording payments
- escalating accounts when there has been no progress on the account

• Provide financial counseling to students and parents including:
- Evaluating student/parent financial standing to determine appropriate payment schedule/arrangements
- Brainstorming with students/parents different approaches to payment
- Working within policies, procedures and deadlines to ensure agreements are reached

• Responsible for the analysis and collection activity necessary to maintain the Federal Perkins Loan cohort rate at acceptable levels. This includes:
- Working with students to rehabilitate delinquent Perkins Loans through monthly payment arrangements
- Processing forbearances and/or hardships
- Discussing the loan consolidation
- Maintaining a working knowledge of the program and related rules and regulations

• Assist the Bursar’s Office at peak times to ensure service metric standards are met.

Physical Requirements Tools/Equipment Application Instructions

In addition to completing an online application, please attach a resume and cover letter for consideration.

About Syracuse University

Syracuse University is a private, international research university with distinctive academics, diversely unique offerings and an undeniable spirit. Located in the geographic heart of New York State, with a global footprint, and nearly 150 years of history, Syracuse University offers a quintessential college experience.

The scope of Syracuse University is a testament to its strengths: a pioneering history dating back to 1870; a choice of more than 200 majors and 100 minors offered through 13 schools and colleges; nearly 15,000 undergraduates and 5,000 graduate students; more than a quarter of a million alumni in 160 countries; and a student population from all 50 U.S. states and 123 countries. For more information, please visit

About the Syracuse area

Syracuse is a medium-sized city situated in the geographic center of New York State approximately 250 miles northwest of New York City. The metro-area population totals approximately 500,000. The area offers a low cost of living and provides many social, cultural, and recreational options, including parks, museums, festivals, professional regional theater, and premier shopping venues. Syracuse and Central New York present a wide range of seasonal recreation and attractions ranging from water skiing and snow skiing, hiking in the Adirondacks, touring the historic sites, visiting wineries along the Finger Lakes, and biking on trails along the Erie Canal.


Syracuse University is an equal-opportunity, affirmative-action institution. The University prohibits discrimination and harassment based on race, color, creed, religion, sex, gender, national origin, citizenship, ethnicity, marital status, age, disability, sexual orientation, gender identity and gender expression, veteran status, or any other status protected by applicable law to the extent prohibited by law. This nondiscrimination policy covers admissions, employment, and access to and treatment in University programs, services, and activities.

Commitment to Supporting and Hiring Veterans

Syracuse University has a long history of engaging veterans and the military-connected community through its educational programs, community outreach, and employment programs. After World War II, Syracuse University welcomed more than 10,000 returning veterans to our campus, and those veterans literally transformed Syracuse University into the national research institution it is today. The University’s contemporary commitment to veterans builds on this historical legacy, and extends to both class-leading initiatives focused on making an SU degree accessible and affordable to the post-9/11 generation of veterans, and also programs designed to position Syracuse University as the employer of choice for military veterans, members of the Guard and Reserve, and military family members.

Commitment to a Diverse and Inclusive Campus Community

Syracuse University maintains an inclusive learning environment in which students, faculty, administrators, staff, curriculum, social activities, governance, and all other aspects of campus life reflect a diverse, multi-cultural, and international worldview. The University community recognizes and values the many similarities and differences among individuals and groups. At Syracuse, we are committed to preparing students to understand, live among, appreciate, and work in an inherently diverse country and world made up of people with different ethnic and racial backgrounds, military backgrounds, religious beliefs, socio-economic status, cultural traditions, abilities, sexual orientations and gender identities. To do so, we commit ourselves to promoting a community that celebrates and models the principles of diversity and inclusivity.

Quick Link Job Posting Date 04/28/2021 Application Deadline Full Consideration By Job Category Staff Message to Applicants

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