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Student Support Specialist

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Mercer University

Location: Macon, Georgia
Category: Student Affairs and Services, Financial Aid
Date Posted: May 30, 2025
Application Deadline: Open until filled

Job Description

Application Instructions:

External Applicants: Please upload your resume on the Apply screen. Your application will automatically populate your resume details, and you may verify and update data on the My Information page.

IMPORTANT: Please review the job posting and load ALL documents required in the job posting to the Resume/CV document upload section at the bottom of the My Experience application page. Use the Select Files button to add multiple documents including your Resume/CV, references, cover letter, and any other supporting documents required in the job posting. The "My Experience" page is the only opportunity to add your required supporting document attachments. You will not be able to modify your application after you submit it.

Current Mercer University Employees: Apply from your existing Workday account. Do not apply from the external careers website. Log in to Workday and type Jobs Hub in the search bar. Locate the position and click Apply.

Job Title:

Student Support Specialist

Department:

Bursar's Office

College/Division:

General University

Primary Job Posting Location:

Macon, GA 31207

Additional Job Posting Locations:

(Other locations that this position could be based)

Job Details:

Mercer University is searching for a Student Support Specialist for the Bursar's Office on the Macon campus.

Responsibilities:

This position serves as the primary point of contact for all Mercer students with concerns related to their tuition accounts, including billing issues, tuition rates, financial aid, registration, and other related matters. The wide variety of degree programs, program versions, and study abroad opportunities adds complexity to the billing process.

Because this role focuses on payment-related concerns, the person in this position is frequently asked a broad range of questions. As a result, they often act as a navigator researching account details, providing accurate information, and directing students to the appropriate offices or contacts when necessary.

Additionally, this position has a direct impact on the Universitys cash flow by facilitating the collection of tuition payments and identifying issues that may hinder timely collection.

Duties include:

Analyze the assigned customer account portfolio (campus-specific) for all student enrollments at the beginning of each term to initiate the prescribed collection cycle.
Serve as the initial point of contact for all Mercer students regarding tuition accounts through phone, email, chat, and in-person interactions.
Apply payments to student accounts accurately and in a timely manner.
Ensure cash security and maintain accurate records for audit purposes, including end-of-day cash closing and cashier receipt documentation.

Qualifications:

Two years of college coursework and one year of related customer service experience which must include detailed account review, administrative support, accounts receivable, posting payments, and/or cash handling. In lieu of college coursework, equivalent directly related experience will also be considered, or an equivalent combination of experience and coursework.

Knowledge/Skills/Abilities:

Willingness to take ownership of each customer contact and provide whole concept service with a sense of urgency.
Exceptional customer service skills with ability to work effectively with a diverse student population.
Use discretion to protect confidentiality / privacy of student data.
Attention to detail, striving for meticulous accuracy in posting information and payments.
Exceptional organization skills.
Analytical reasoning to apply federal regulations and university policy. Judgement to determine when to make an exception within policy and when to escalate an issue.
Ability to switch focus regularly and keep a to do list to return to unfinished work.
Maintaining composure in difficult conversations with the recognition that these accounts have varying financial significance to each student. These can be emotional conversations.
Ability to handle peak periods of activity when call volume, chat and emails are significantly increased.
Return calls/emails received by 4 pm before leaving for the day.
Attention to audit and security issues.

Background Check Contingencies:

Criminal History
Credit Check

Required Document Attachments:

Resume
Cover letter
List of three professional references with contact information

Why Work at Mercer University

Mercer University offers a variety of benefits for eligible employees including comprehensive health insurance (for self and dependents), generous retirement contributions, tuition waivers, paid vacation and sick leave, technology discounts, schedules that allow for work-life balance, and so much more!

At Mercer University, a Bear is more than a mascot: it's a frame of mind that begins with a strong desire to make the most out of your career. Mercer Bears do not settle for mediocrity or the status quo. If you're seeking an environment where your passion and determination are embraced, then you want to work at Mercer University.

For more information, please visit:

https://hr.mercer.edu/prospective/

Scheduled Weekly Hours:

40

Job Family:

Staff Student Operations Non-exempt

EEO Statement:

EEO/Veteran/Disability

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