George Mason University
Department: Fiscal Services Classification: Admin Office Specialist 3 Job Category: Classified Staff Job Type: Full-Time Work Schedule: Full-time (1.0 FTE, 40 hrs/wk) Location: Fairfax, VA Workplace Type: On Site RequiredSponsorship Eligibility: Not eligible for visa sponsorship Pay Band: 03 Salary: Starting at $60k, commensurate with education and experienceCriminal Background Check: Yes Financial Background Check: Yes About the Department: The Student Accounts Office provides professional, efficient, and effective payment, deposit, and receivable collection services to students, parents, faculty, and staff; and maintains internal controls to ensure associated financial transactions are accurately processed and proper records are maintained. About the Position: The Student Accounts Manager responds courteously, quickly and accurately to clients' inquiries and requests for information, adjustments, waivers, refunds and financial aid disbursements. As manager, this position assists account specialists with answering phones, waits on walk-in clients, checks voicemail messages and returns calls, and responds to Salesforce cases. Responsibilities: Leadership Responsible for the supervision of the Student Accounts team to deliver exemplary service to students, as well as internal and external customers; Organizes workflow and ensures staff is knowledgeable with office policies and procedures and committed to the highest level of customer service; Responsible for all aspects of performance management including training, goal setting, monitoring and delivery of work efforts, and providing feedback through verbal updates and written performance reviews to the teams; and Adheres to legal and university policies and procedures and undertakes disciplinary actions as needed. Customer Service Accurately, courteously and professionally answers telephones, walk-in and mail inquiries regarding student accounts. Escalated Salesforce cases are replied to within one business day; and Makes complete and timely comments on each account receiving special handling. Follows up on unresolved issues with students until finalized. Manages exemption contracts and adjustments Updates and maintains exemption contracts, verifies eligibility requirements, trains staff on application of exemption contracts, audits contracts to ensure accuracy, and notifies students regarding changes to eligibility status; As needed, accurately adjusts accounts, including but not limited to administrative exemptions, Cashier's Office and other applicable fees, and notifies students promptly of any changes to their account balance; and As needed, provides analysis for reporting purposes. Coordinates the orientation cycle, special projects, and other tasks as assigned Updates virtual/in-person orientation materials such as presentations and videos annually and presents on behalf of Student Accounts at the new and transfer student orientation sessions; and Coordinates special projects that arise periodically throughout the academic year such as unclaimed property, credit balance projects, Title IV refunding compliance, updating PDF tutorial guides, and other related ad hoc tasks. Required Qualifications: Demonstrated experience providing outstanding customer service to internal and external customers from all backgrounds and responding with appropriate urgency, flexibility, courtesy, and sound judgment to meet needs; Demonstrated experience safeguarding sensitive and confidential data both in electronic and physical forms; Demonstrated responsible and honest behavior in all roles, tasks, and responsibilities; Knowledge of general polices and procedures related to data stewardship and information technology security; Ability to create and maintain positive working and interpersonal relationships; and Ability to create and maintain open communication channels, express ideas clearly and concisely, in a timely manner, and listen carefully to input and feedback. Preferred Qualifications: Associate's degree in related field; Knowledge of university policies and procedures related to data stewardship and information technology security; and Knowledge of FERPA and other privacy protection laws related to higher education institutions and their students. Instructions to Applicants: For full consideration, applicants must apply for Student Accounts Manager at https://jobs.gmu.edu/. Complete and submit the online application to include three professional references with contact information, and provide a Cover Letter/Letter of Intent with Resume for review. Posting Open Date: September 2, 2025 For Full Consideration, Apply by: September 15, 2025 Open Until Filled: YesMason Ad Statement Mason is currently the largest and most diverse university in Virginia with students and faculty from all 50 states and over 135 countries studying in over 200 degree programs at campuses in Arlington, Fairfax and Prince William, as well as at learning locations across the commonwealth. Rooted in Mason's diversity is a campus culture that is both rewarding and exciting, work that is meaningful, and opportunities to both collaborate and create. If you are interested in joining the Mason family take a look at our current opportunities and catch some Mason spirit at jobs.gmu.edu/! George Mason University, Where Innovation is Tradition.Equity Statement George Mason University is an equal opportunity/affirmative action employer, committed to promoting inclusion and equity in its community. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or veteran status, or any characteristic protected by law.Campus Safety Information Mason's Annual Security and Fire Safety Report is available at http://police.gmu.edu/annual-security-report/