This role supports student success through proactive account assessment, student finance advising, and account resolution. The Account Management Representative works as part of a team to help students understand their financing options, resolve account balance concerns, fulfill payment obligations, and make informed financial decisions throughout their academic journey.
Reporting to the Account Management Manager, this position operates in a contact center environment and supports students through inbound and outbound phone calls, email, and chat. Responsibilities include providing exceptional customer service, assisting with financing and payment solutions, conducting collections and delinquency outreach, and helping students identify appropriate solutions for outstanding balances.
The representative collaborates with academic partners and cross-functional departments to resolve financing and account-related issues while delivering high-quality student experience. This colleague serves as a role model for Covista's values and helps foster a culture of CARE consistent with the organization's mission, vision, and purpose.
Key Responsibilities
- Analyze each student's financial situation and provide guidance, payment solutions, and account resolution strategies that support student success and fulfillment of financial obligations.
- Proactively communicate with students through inbound and outbound phone calls, email, and chat to address account balances, payment options, delinquent accounts, and financing-related questions.
- Collaborate with academic partners and cross-functional teams to resolve account, payment, and student finance issues while delivering a positive student experience.
- Communicate University policies, procedures, and financing requirements accurately and effectively, ensuring students understand available options and next steps.
- Assist students in making informed financial decisions by providing accurate account and payment guidance.
- Conduct collections and delinquency outreach, helping students identify appropriate solutions for outstanding balances while supporting their continued academic success.
- Address escalated student concerns by identifying appropriate solutions, coordinating with relevant stakeholders, and driving issues through resolution while providing exceptional customer care.
- Identify opportunities to improve processes, contribute to new initiatives, and support continuous improvement efforts.
- Participate in team meetings, training, and organizational initiatives.
- Maintain compliance with applicable federal, state, institutional, and regulatory requirements, as well as all company policies and standards.
- Perform other duties as assigned.
- Bachelor's degree preferred; equivalent education and/or relevant work experience required.
- Minimum of 1 year of experience in higher education, customer service, collections, account management, financial services, or a related field preferred.
- Knowledge of student finance processes and higher education regulations preferred; familiarity with Federal financial aid programs is a plus.
- Ability to work independently and collaboratively in a fast-paced, team-oriented environment.
- Strong customer service, verbal communication, and active listening skills, with the ability to remain professional and composed in challenging situations.
- Experience communicating with customers through phone, email, and chat channels preferred.
- Demonstrated ability to effectively engage students regarding outstanding balances, payment obligations, and account resolution options.
- Strong attention to detail and accuracy in documenting student interactions, account activity, and follow-up actions.
- Proficiency in Microsoft Office and experience using databases, CRM systems (Salesforce, Banner, Powerfaids), and other web-based applications.
In support of the pay transparency laws enacted across the country, the expected salary range for this position is between $17.15 and $27.36. Actual pay will be adjusted based on job-related factors permitted by law, such as experience and training; geographic location; licensure and certifications; market factors; departmental budgets; and responsibility. Our Talent Acquisition Team will be happy to answer any questions you may have, and we look forward to learning more about your salary requirements. The position qualifies for the below benefits.
Covista offers a robust suite of benefits including:
- Health, dental, vision, life and disability insurance
- 401k Retirement Program + 6% employer match
- 15 Days of Paid Vacation Days each Calendar Year
- 12 Paid Holidays + 2 floating holidays
For more information related to our benefits please visit:
https://careers.covista.com/benefits
Equal Opportunity – Minority / Female / Disability / V / Gender Identity / Sexual Orientation