Student Account Administrator

Job Information
Author pmnationtalk
Date November 28, 2019
Type Term - Full Time
Company Wilfrid Laurier University
Salary $29.21 - $34.36 - Per Hour
Location Waterloo, ON
Category Education/Administrative
Client Wilfrid Laurier University
Contact Information
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Student Account Administrator

Posting ID : 11346
Apply By : 12/2/2019
Position Title : Student Account Administrator
Department : Enrolment Services
Job Type : Full-time, Limited Term
Campus : Waterloo
Reports To : Asssociate Registrar, Student Finance and Client Services
Position Summary : Wilfrid Laurier University is a leading multi-campus, university known for academic excellence and a culture that inspires lives of leadership and purpose. Laurier has a distinct commitment to teaching, research, experiential learning, sustainability and scholarship, which combine to address critical challenges in society, business, the economy and the environment – globally and in the communities we serve. At Laurier’s heart is its strong student focus, which results in exceptional levels of student satisfaction and a deep sense of community that lives on through the university’s highly engaged alumni.

Laurier takes pride in building meaningful relationships with colleagues and students. The Laurier community supports one another, encourages collaboration and teamwork and respects work/life balance, all while recognizing the importance of a challenging, rewarding and inspiring career. Laurier has more than 19,000 students and 2,100 faculty and staff across campuses in Waterloo and Brantford, as well as locations in Kitchener and Toronto.

Diversity is one of Laurier’s core values. The university is committed to providing an inclusive workplace and employing a workforce that is reflective of local and national demographics. Our locations are situated on the traditional territories of the Neutral, Anishnawbe, and Haudenosaunee peoples. We recognize the unique heritages of Indigenous peoples and support their intentions to preserve and express their distinctive Indigenous cultures, histories, and knowledge through academic programming and co-curricular activities. Laurier’s Centre for Indigegogy is one example of how Laurier honours Indigenous knowledge.

We currently have an opportunity to join the Laurier community as a Student Account Administrator.
At Laurier, we are a community. It’s what brings our students here and what keeps our people here.

As an educational institution, we inspire lives of leadership and purpose in our student community. As an employer, we seek, foster and value the same qualities of leadership and purpose in our employee community.

Under the supervision and direction of the Associate Registrar, Student Finance and Client Services the Student Account Administrator is a critical member of our Student Accounts team. The Student Account Administrator is responsible for the coordination of students’ financial accounts, including application of fees and charges, adjustments, payments and other associated accounts receivables information for graduate and undergraduate student financial accounts. The incumbent assists in the invoicing, collection and maintenance of student financial accounts. This position provides training, support and subject matter expertise for all student financial account-related inquiries to Service Laurier, campus partners within the University as well as external individuals.

The position calls for a combination of strong administrative and coordinating skills and the ability to prioritize numerous tasks simultaneously in a deadline driven environment.  The incumbent is a member of the Student Accounts team and will work to ensure that a high-level of customer service regarding all types of inquiries is provided to all stakeholders. The successful candidate will work with a high degree of independence and exercise judgment and discretion in the organization and performance of duties, investigating problems and challenging inquiries that arise, and recommending and implementing solutions. The regular hours of work for this position are Monday to Friday, 8:30am to 4:30pm.

Accountabilities :

    • Prepares mass correspondence and outreach to students regarding their student financial accounts, including e-mail and call campaigns
    • Develops training and process documentation for student financial account processes
    • Process third party sponsorship, serve as the subject matter expert and primary contact for sponsorship-related inquiries for sponsored students and sponsoring agencies, processing of fees from student to sponsoring agency accounts, invoicing of sponsoring agencies and collection/reconciliation of all payments, including past-due amounts
    • Ensure confidentiality of student records is maintained in accordance with privacy legislation
    • Reviews students accounts through internal collection measures of overdue accounts as well as the referral of overdue accounts to external third-party agency
    • Coordinates the enrolment of international students in the University Health Insurance Plan (UHIP) and functions as the UHIP Administrator (UPA) in applying and adjusting UHIP fees and serving as the subject matter expert to incoming and current students, staff, faculty, visiting scholars as well as campus partners including Laurier International, for all UHIP-related inquiries, including costs, coverage and exemptions
    • Works closely with external partners in the reconciling of invoices, payments and adjustments for the University Health Insurance Plan (UHIP), third party collection agency and all sponsorship agencies and Aboriginal bands
    • Updates and maintains Student Account-related sections of the website, including on-line forms, and coordinating with ICT updates to the invoice and LORIS as required
    • Support the processing of tuition waivers and maintain tracking and reporting with HR


    • Analyzes, interprets and troubleshoots student financial accounts to ensure accuracy and integrity throughout assessment, invoicing, refunding and adjustment process
    • Processes refunds (including direct deposit account setup and necessary balance adjustments) on behalf of students or campus partners in accordance with University and ministry policies, including returning of funds via bankwire and credit cards through Moneris system
    • Works with Financial Resources to review and update financial policies and procedures
    • Coordination of payment installment plans for graduate students, including coordination of communication between students and campus partners, facilitation and processing to student financial accounts
    • Coordinates the review of overdue student financial accounts and works with campus partners for payment and outreach measures
    • Supports the internal collections, including identification of overdue accounts through  COGNOS and higher-level data manipulation in Excel, orchestrating campaigns and outreach, negotiating and approving payment arrangements or settlements and the preparation and referral of accounts to third party collections agency
    • Receipts and posts student payments received from third party sponsoring agencies and campus partners, including advance deposits
    • Receipts and posts student payments received electronically via electronic bank payments and OSAP funds through the National Student Loans Centre
    • Coordinates the collection of overdue fees and fines for campus partners, including Library, Wellness Centre, PRISM, Residential Services, etc.
    • Closing/balancing and feeding sessions: Preparing sessions for deposit to bank and feeding sessions to Accounts Payable to facilitate refund cheques and direct deposits

Customer Service

    • Serves as an internal student financial account expert to Enrolment Services, Finance and other campus partners for inquiries and account troubleshooting
    • Responds to inquiries from students and parents via phone, email, and in person via the queue, regarding the student financial account.
    • Works with campus partners to ensure accurate assessment and invoicing of fees and adjustments.
    • Assisting students and parents regarding financial matters that require a high degree of expertise and sensitivity.
    • Develops and provides training/outreach to Enrolment Services and other campus partners regarding student financial accounts, policies and procedures
    • Support Enrolment Services events and outreach as a representative of Student Finance
    • Serve as a responsive partner and and maintains positive relationships with external partners, agencies, companies, etc. regarding student financial account matters through their working experience in collections, sponsorships and international insurance
    • Attends team meetings identifying procedural problems, offering suggestions for improvement of services and recommending changes; works to streamline and redesign forms, recommending electronic form implementation for service improvements
Qualifications :
    • Secondary plus one year post-secondary
    • Minimum of 3 years in a collections/accountsreceivable environment.
    • Specific expertise and experience in the effective delivery and administration of service in a post-secondary environment including strong knowledge of academic policies and regulations is considered an asset.
    • Proven oral, written, and interpersonal skills, with a track record of communicating effectively with a diverse population either online, via phone, or in person
    • Demonstrate a high degree of accuracy, organization, and attention to detail
    • Familiar with provisions FIPPA regarding the protection of our student’s personal information.
    • Demonstrated ability to maintain a supportive, calm, patient, and service-oriented demeanor when dealing with upset or challenging students/clients
    • Proven ability to handle multiple tasks, prioritizes workload, and work towards deadlines
    • Knowledge of basic accounting/financial concepts and principles as well as strong mathematical skills.
    • High-level of computer aptitude, and experience with Microsoft Office Suite, including strong Excel and Word skills, and comfort with Outlook and PowerPoint
    • Experience with Banner preferred.​
Grade : WLUSA-06
Salary : $29.21 – $34.36
Salary Notes : This is a full-time, limited term position until November 2021. The anticipated start date for this position is November 25, 2019.
This position is eligible for educational equivalencies:
Please Note :

This position is represented by the WLU Staff Association bargaining unit.

Please submit a cover letter and resume.

Wilfrid Laurier University endeavors to fill positions with qualified candidates who have a combination of education, experience, skills and abilities to successfully perform the duties of the position while demonstrating Laurier’s Employee Success Factors.

Diversity and creating a culture of inclusion is a key pillar of Wilfrid Laurier University’s Strategic Academic Plan and is one of Laurier’s core values. Laurier is committed to increasing the diversity of faculty and staff and welcomes applications from candidates who identify as Indigenous, racialized, having disabilities, and from persons of any sexual identities and gender identities. Indigenous candidates who would like to learn more about equity and inclusive programing at Laurier are welcomed to contact the Office of Indigenous Initiatives at Candidates from other equity seeking groups who would like to learn more about equity and inclusive programing at Laurier are welcomed to contact Equity and Accessibility at We have strived to make our application process accessible however if you require any assistance applying for a position or would like this job posting in an alternative format, please contact Human Resources at 519-884-1970 ext.2007 or

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