Account Resolution Representative

Covista is America's largest healthcare educator, serving more than 97,000 students and supported by a community of 385,000 alumni across five accredited institutions. Through personalized, tech-enabled education powered by 10,000 faculty and colleagues, Covista expands access to healthcare careers and addresses the U.S. healthcare workforce shortage at scale.

About the role

Reporting directly to the Manager of Student Accounts in a fast-paced and goal-oriented contact center environment, this role assists in student success through proactive and accurate account assessment and student assistance on past-due balances for inactive students. This position manages a portfolio of multiple institutions under Financial Account Management, servicing out-of-school student accounts, negotiating mutually acceptable payment plans, and performing delinquency management on an assigned portfolio of accounts.

Colleagues in this role ensure students receive appropriate guidance to make informed financial decisions, resolve outstanding balances, and provide accurate information for students looking to resume their education. The role involves close collaboration with academic partners and other departments to research and resolve student issues while fostering a culture of CARE aligned with Covista’s mission, vision, and purpose.

Responsibilities

• Manage a portfolio of assigned student accounts, including research, data validation, and ledger postings, while working with other departments to ensure accuracy and resolution.
• Collect payments on open receivable balances through outbound/inbound calls, emails, and SalesForce cases in a timely manner.
• Negotiate mutually acceptable payment plans with students in accordance with policy to reduce delinquency and bad debt.
• Deliver on expected department goals and activity metrics while maintaining effective, collaborative relationships with stakeholders and other departments.
• Provide exceptional customer care by researching, identifying solutions, and resolving escalated student issues.
• Ensure compliance with SOX controls, quality assurance, regulations, and internal policies and procedures.
• Communicate university withdrawal policies, including Title IV, grants, military/veteran affairs, and international/domestic procedures, to students with a deep understanding of their rationale and value.
• Identify solutions for continuous process improvement and participate in UAT, roll-out, and execution of process changes.
• Attend team meetings, stakeholder meetings, and contribute to organizational committees.
• Perform other duties as assigned and comply with all policies and standards.

Requirements

• High School Diploma (required) or Bachelor’s Degree (preferred).
• 1+ years of experience in consumer collections (required).
• Knowledge of collections regulations, laws, and associated processing procedures.
• Excellent customer service, organizational, critical thinking, communication, and time management skills.
• Effective inter/intra-departmental verbal and written communication skills.
• Ability to work independently and as part of a team.
• Proficiency in Microsoft Office products, student accounts systems, and internet applications.

Schedule

Hybrid schedule with four in-office days per week (Monday–Thursday).

Pay

The expected salary range for this position is $18.00–$22.00 per hour, adjusted based on experience, training, geographic location, licensure, market factors, and departmental budgets.

Benefits

• Health, dental, vision, life, and disability insurance.
• 401k Retirement Program with a 6% employer match.
• 15 paid vacation days per calendar year.
• 12 paid holidays plus 2 floating holidays.

For more information, visit Covista Benefits.