Location: Tallahassee,FL, USA
Department
Controller's Office | Office of Student Finance
Responsibilities
The Controller's Office offers career ladders for many of our positions which allow tenured employees promotional opportunities within their job. The successful candidate will be hired at the most appropriate level of Student Accounts Advisor level I through IV, based on education and experience.
As a crucial member of our customer service team, the Student Account Advisor plays a vital role in providing professional, courteous, and timely customer service, support, and counseling. They are the first point of contact for students, parents, and other university customers, addressing a wide range of financial account issues including student payments, charges, holds, refunds, and more.
Operating within our customer relations management software, the Student Account Advisor manages all incoming phone calls to Student Finance's main phone line. They handle routine questions about student accounts, payment deadlines, and refund timelines, log tickets, and arrange follow-ups as necessary for more complex issues, demonstrating their adeptness at managing multiple tasks.
As the Student Account Advisor, the main task is to provide counseling by phone and in writing for more involved students' financial issues. The advisor will troubleshoot billing discrepancies and errors and identify and explain account changes related to enrollment, financial aid eligibility, third-party billings, waivers, and refunds.
Verifies assessment of tuition/fees based on student residency, career, program, and class enrollment and proper application and status of personal and sponsor payments, financial aid, and tuition waivers consistent with state and federal program rules, student permissions, and university processes.
Determines application of Florida Prepaid billing and waivers by Florida Prepaid Account type, plan features, and contract date and communicates billing holds or action items with consumers.
Advises on 1098T reporting and the transactional source of Qualified Tuition and Related Expenses (QTRE), scholarships/grants, and adjustments to prior year as reported to the IRS. Prepares financial records and billing and payment certifications. Lastly, the Student Accounts Advisor assists during outreach events such as Orientation sessions.
Qualifications
Bachelor's degree; or a high school diploma or equivalent and experience equal to four years. (Note: post high-school education and/or experience may substitute at a comparable rate.)
* Level I - Bachelor's degree or a combination of post high school education and experience equal to four years.
* Level II - Level 1 requirements plus an additional 2 years' relevant experience OR a master's degree in a relevant field. FSU Customer Service Certificate preferred.
* Level III - Level 2 requirements plus an additional 2 years' relevant experience.
* Level IV - Level 3 requirements plus an additional 2 years' relevant experience.
Preferred Qualifications
* Ability to adhere to ethical business practices and promote ethical behavior.
* Ability to demonstrate effective customer service skills.
* Ability to communicate effectively verbally and in writing.
* Ability to establish and maintain effective working relationships.
* Knowledge of applicable computer applications and basic computer functions.
* Knowledge of reporting techniques and exposure to reporting tools.
University Information
One of the nation's elite research universities, Florida State University preserves, expands, and disseminates knowledge in the sciences, technology, arts, humanities, and professions, while embracing a philosophy of learning strongly rooted in the traditions of the liberal arts and critical thinking. Founded in 1851, Florida State University is the oldest continuous site of higher education in Florida. FSU is a community steeped in tradition that fosters research, encourages creativity, and embraces diversity. At FSU, there's the excitement of being part of a vibrant academic and professional community, surrounded by people whose ideas are shaping tomorrow's news!
Learn more about our university and campuses.
Anticipated Salary Range
The anticipated starting salary for this position is $38,135.00, commensurate with education and experience.
FSU Total Rewards
FSU offers a robust Total Rewards package. Visit our website to learn more about our Compensation, Benefits, Wellness, Recognition, and Employee Development programs.
Use our interactive tool to calculate Total Compensation options based on potential salary, benefits and retirement contributions, earned leave, and other employment-related perks.
How To Apply
If qualified and interested in a specific job opening as advertised, apply to Florida State University at If you are a current FSU employee, apply via myFSU > Self Service.
Applicants are required to complete the online application with all applicable information. Applications must include all work history up to ten years, and education details even if attaching a resume.
Considerations
This is an A&P position.
This position requires successful completion of a criminal history background check.
Equal Employment Opportunity
An Equal Opportunity/Access/Affirmative Action/Pro Disabled & Veteran Employer.
FSU's Equal Opportunity Statement can be accessed at: