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Refund Coordinator, Student Accounts

Buffalo, New York ~ September 14, 2022

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  • Prepare and analyze report of financial aid and overpayment refunds to students/parents
  • Work collaboratively with coworkers to ensure seamless refund processing where duties are performed in rotation
  • Communicate with other offices to ensure compliance with federal regulations for credit balance refunds
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  • Analyze and understand the current stale-dated check process, looking for process improvements and efficiencies that can be gained through automation
  • Ensure compliance with federal and state regulations
  • Collaborate with Policy, Compliance, and Internal Controls to develop and implement a Stale-Dated Check policy
  • Manage all communications to students regarding notification of stale check, replacement check process and unclaimed funds management
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  • Model outstanding customer service practices and demonstrate a wide range of problem solving skills to set the direction and tone for direct reports
  • Must be able to address complicated student residency requests and utilize policy to make correct determination on a students residency application
  • Expected to be able to address a wide range of unique problems using reasoning and judgement
  • Serve as the final point of escalation for customer complaints via phone and email correspondence
  • Oversee the customer service aspect of the office, including monitoring the phone and email system and delegate to appropriate staff for timely responses
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  • Create and update annual orientation content for various orientations for the campus community
  • Ensure that JTA’s for direct reports are maintained and up to date
  • Offer ad-hoc training to colleagues, both within Student Accounts and other university departments on an as-needed basis
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  • Assist with the 1098-T federal tax annual reporting process
  • Prepare replacement 1098-T’s on demand when requested by students
  • Test PeopleSoft system upgrades when required
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