Student Account Specialist

About the role

Reporting to the Assistant Director of Student Financial Services, the Student Account Specialist provides comprehensive financial counseling and support to prospective, current, graduating, and former students across all three Embry-Riddle Aeronautical University (ERAU) campuses, serving a global student population of more than 30,000 annually. This role serves as a primary resource for students and families regarding tuition charges, financial aid, scholarships, grants, loans, payment plans, and financial literacy education. The Specialist plays a critical role in supporting student success, retention, and financial well-being by helping individuals navigate complex financial processes and resolving account-related issues with accuracy and professionalism. In addition, this position functions as an individual contributor responsible for account reconciliation, collections management, and the protection of institutional revenue. A strong working knowledge of federal, state, and institutional regulations-including U.S. Department of Education requirements, FERPA, and ERAU Administrative Policies and Procedures-is essential to ensure compliance and consistent application of policy. The Specialist independently manages exception-based accounts, analyzes receivables and delinquency trends, and supports university retention initiatives through proactive outreach and financial intervention strategies. Key Job Functions Student Account Counseling, Support, Communication & Issue Resolution Provide timely, accurate, and high-volume financial counseling via email, phone, electronic platforms, and in-person to students, parents, and ERAU staff. Resolve complex and high-risk account issues while delivering exceptional customer service and financial guidance. Partner with campus departments to provide enrollment support outreach, including payment deadline communication and informational presentations (e.g., UNIV 101 virtual sessions). Educate students, families, and staff on tuition, fees, billing policies, payment options, and institutional financial responsibilities. Collections, Retention & Cancellation Prevention Maintain thorough understanding and compliance with university, state, and federal policies related to collections, refunds, withdrawals, and enrollment cancellations. Conduct quality assurance reviews of account adjustments and refund determinations. Analyze aging and delinquency reports to identify trends, risks, and contributing factors affecting student accounts. Process returned payments daily, including tuition, flight, and payment plan transactions. Facilitate promissory note and payment plan arrangements, including documentation, student guidance, and follow-up to ensure compliance and reduce outstanding balances. Monitor cancellation, hold, and receivables reports to proactively engage students and reduce attrition and bad debt. Support retention efforts by identifying at-risk accounts and coordinating resolution strategies. Financial Reporting & Account Analysis Review and analyze daily, weekly, and monthly financial reports related to cancellations, holds, aging accounts, and receivables. Monitor credit balances and account activity to ensure accuracy and proper financial tracking. Provide reporting insights that support institutional financial planning and liability management. Tuition, Flight Account, and Compliance Oversight Review and audit flight activity reports to ensure compliance with institutional policies. Communicate proactively with at-risk students regarding financial flight grounding policies. Coordinate flight grounding actions for delinquent accounts in collaboration with Flight Operations and Campus Safety. Advise students on financial solutions to resolve outstanding tuition and flight-related balances. Tuition Assistance & Third-Party Billing Support Process tuition assistance (TA) documentation with accuracy and within established timelines. Review, validate, and enter contractual agreements related to tuition benefits each term. Coordinate with internal and external stakeholders to resolve complex student account and third-party billing cases. Additional Duties & University Support Support Directors and Assistant Directors of Student Financial Services with special projects, initiatives, and process improvements. Assist with both on-campus and virtual events, presentations, and student engagement activities. For nearly 100 years, Embry-Riddle has been the world's leading aviation and aerospace university, educating more than 30,000 students across residential campuses in Daytona Beach, Florida, and Prescott, Arizona, as well as through a global network of Worldwide locations and online programs. With more than 165,000 alumni around the world, our impact reaches every corner of the aerospace, aviation, defense and technology industries. Today, our faculty, researchers and professiona l staff are advanci

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