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Payment Plan Account Specialist

Embry-Riddle Aeronautical University
Daytona Beach, Florida, United States
Salary Not Specified
Date posted
Apr 23, 2024
Job Description

The Opportunity:

The Payment Plan Account Specialist (Account Specialist) will liaise with departments such as Financial Aid, Financial Systems Management, University Accounting, Veteran Student Services, Admissions, Academic Advising, ERNIE Central, Office of the Registrar, Housing & Residence Life, Dining Services, Athletics, Campus Safety & Security, Campus Bookstores, Flight Department, Office of Global Engagement, Health Services, SGA, Student Affairs, International Student Services, Human Resources and the Provost Office to ensure the highest level of customer service is provided to our students, while maintaining compliance in accordance with established accounting practices, U.S. Department of Education and other regulatory agencies.

The Account Specialist must have an in-depth knowledge and understanding of a student’s life cycle. This includes the application and registration process, student refunds, payment deadline policy, awarding guidelines for financial aid, payment plans, cancellation policy and procedure. The incumbent must also be well versed with third-party sponsorships and billing, including but not limited to: VA chapters 30, 31, 33, and 35, military branches and other third-party sponsors. This person must be detail-oriented with the skill set to recognize anomalies in billing, payments and other student related processes.

The Account Specialist is responsible for creating, auditing, and maintaining residential and Worldwide term-based payment plans. The incumbent requires in-depth knowledge of the Payment Plan Module in TouchNet and Campus Solutions. This person must have a full knowledge and understanding of the set-up, administering, and reporting functions within payment plans, and understand payment plan behavior in order to identify anomalies and determine resolutions.

The Account Specialist will also require an in-depth knowledge of the student withdrawal process including: appropriate assessment of charges and refunds based on the University withdrawal schedule; an understanding of the Return of Title IV Funds (R2T4) process to be able to work in conjunction with the Financial Aid department; development of a collaborative relationship with all other departments involved in the withdrawal process; and the ability to communicate final withdrawal outcomes to students. This person must be able to take corrective action and administer appropriate solutions.

The Payment Plan Account Specialist will provide input to applicable departmental University policies and procedures. The Account Specialist will provide customer service to ERNIE Central, staff, and faculty. It is required that the Account Specialist must have a thorough understanding and knowledge of state and federal regulations, University Administrative Policy/Procedures (APPM) and the Worldwide Policies and Operations Manual (POM) to ensure compliance within each area.

Proficiencies are desired in Campus Solutions, TouchNet, Salesforce, SharePoint, Oracle Imaging and Workflow, Workday, Educational and Training Administration (ETA) system, Flight Ops, Atrium, and Microsoft suite applications.

Responsibilities include the following:
  • Create, activate, and deactivate term-based Daytona Beach and Worldwide Payment Plans in TouchNet
  • Recalculate scheduled payments within 5-day payment window to avoid duplicate payments
  • Identify and monitor delinquent payment plans and perform student outreach to encourage payment in order to avoid consequential late fees and/or removal from the plan
  • Process returned payment plan payments (reverse from student account, charge returned item fee, place delinquency service indicator, communicate return to student)
  • Apply late fees according to appropriate timeline of the respective campus
  • Cancel delinquent payment plans when applicable (missed payments, returned payments)
  • Continuously audit and analyze the Payment Plan Enrollment Report and Charge Posting Report
  • Administer and audit payment plan service indicators during the cancellation process, mass remove service indicators upon term ending
  • Identify and troubleshoot payment plan anomalies and assist students with understanding payment plan behavior
  • Identify expiring credit cards in TouchNet and notify students
  • Process term-based student withdrawals provided by ERNIE Central, Dean of Students Office, and Online Withdrawal Forms; determine the appropriate refund of tuition based on the University withdrawal schedule
  • Collaborate with outside departments (Office of the Registrar, Dean of Students Office, ERNIE Central, Eagle Card, Housing, Dining, and Flight) to ensure accounts are properly updated and balances reflect accurately
  • Collaborate with Financial Aid on the Return of Title IV (R2T4) process, ensure Financial Aid has accurate account information in order to process correctly
  • Maintain withdrawal spreadsheet to reflect accurate information of each individual student’s status within the process
  • Audit and ensure appropriate application and removal of withdrawal service indicators
  • Process refunds to students if eligible
  • Communicate final withdrawal outcomes to students within 30-45 days via email
  • Process, audit, and analyze the following reports: SWO Audit, Returned Item Metrics, Payment Plan Metrics
  • Provide extensive assistance to ERNIE Central, staff, faculty and students via phone, email, Teams, SharePoint (escalations) and SFS emails
  • Code and monitor Co-op, Gulfstream, and Northrop students
  • Any other duties assigned by the Executive Director, Director, or Assistant Directors
  • Provide back-up to the Process Specialists
About Embry-Riddle Aeronautical University:

At Embry-Riddle, we take pride in our position as the world's largest and most comprehensive university dedicated to aviation and aerospace. Located in Daytona Beach, Florida, and Prescott, Arizona, our esteemed residential campuses offer a prestigious educational experience. However, our commitment to education knows no borders as our Worldwide campus expands our reach globally, providing a world-class education online and at approximately 110 locations across the United States, Asia, Europe, and Central and South America. This breadth of reach ensures that students can access our exceptional programs without geographical limitations.

With a history spanning nearly a century, we have continually adapted to the dynamic needs of the industries we support. In the Academic Year 2022-23, we welcomed over 11,100 students to our residential campuses and over 19,000 students at our worldwide campus.

Join our global community and embark on a journey of academic excellence and limitless possibilities. Employees working more than 30 hours a week can enjoy medical, dental and vision benefits, an amazing retirement plan with immediate vesting that includes a 6% gift and up to 4% match, free tuition for employees and their immediate family members, and a generous personal leave program. To find out more about our benefits and why ERAU has been named a “Great College to Work For” for 13 consecutive years, visit our careers page .


Bachelor's degree and at least three years of experience working in a billing role. This role will require strong analytical skills and a technical expertise with Microsoft Office, including experience with Word, Excel, Outlook and PowerPoint.

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