Private School Student Accounts Analyst

Job Description
The Private School Student Accounts Analyst is responsible for managing student account inquiries, tuition billing support, payment resolution, and collections activities within the K12 Private Schools business unit. This position serves as a primary resource for resolving financial account concerns, monitoring outstanding tuition balances (including those funded through Education Savings Accounts and state scholarships), coordinating payment-related activities, and ensuring timely follow-up with students, families, and school partners. Working collaboratively with Enrollment, Customer Care, Finance, and school leadership, the Analyst maintains accurate account records, manages assigned Salesforce and Shopify cases, and supports consistent financial processes while delivering a high-quality customer experience. As families make a direct financial investment in private education, this role helps ensure that financial interactions reflect the professionalism, responsiveness, and service excellence expected of a tuition-based educational institution.
Essential Functions: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

Student Account Management and Billing

- Research and resolve student and family inquiries related to tuition charges, payments, outstanding balances, refunds, and account adjustments.
- Maintain accurate student account records and support appropriate processing of charges, credits, payments, and adjustments.
- Investigate account discrepancies and coordinate with internal departments to facilitate timely resolution.
- Support payment processing, account reconciliation, and billing-related enrollment changes.
- Assist families with understanding tuition balances, payment expectations, and available payment options.
- Support third-party educational funding programs, including Education Savings Accounts (ESAs), scholarship organizations, and payment platforms such as ClassWallet.

Collections and Payment Resolution

- Monitor outstanding tuition balances and support established accounts receivable and collections processes.
- Conduct proactive outreach to families regarding overdue balances, payment expectations, and required follow-up.
- Establish and maintain consistent communication cadences for delinquent accounts and outstanding third-party funding disbursements.
- Coordinate payment arrangements and account resolution activities in accordance with established policies.
- Track payment commitments, collections activities, and account resolution timelines.
- Coordinate authorized curriculum access restrictions, course locks, and reinstatements associated with unresolved payment obligations.
- Escalate accounts requiring additional review, financial intervention, or exception approval.
- Collaborate with Finance, Billing, and school leadership to support timely collections and reduce outstanding receivables.

Customer Service and Salesforce Case Management

- Serve as a primary resource for student account and billing matters escalated through Customer Care and other internal support channels.
- Manage assigned Salesforce cases from initial receipt through resolution, ensuring timely follow-up, accurate documentation, and appropriate closure.
- Communicate directly with families and school representatives through approved channels to resolve financial account concerns.
- Coordinate with Customer Care Technical Support, Enrollment, Finance, Registrar, and school leadership to resolve complex issues.
- Maintain ownership of assigned cases requiring cross-functional collaboration.
- Provide professional, empathetic, and solution-oriented service while consistently applying established financial policies.
- Identify recurring customer concerns and recommend improvements to billing communications and account support processes.

Operational Support and Process Improvement

- Support the development and maintenance of standardized student account, billing, and collections procedures.
- Monitor assigned workloads, aging accounts, and unresolved cases to ensure timely action.
- Assist with reporting related to outstanding balances, collections activity, billing inquiries, and case resolution.
- Identify opportunities to improve operational efficiency, reduce repeat inquiries, and streamline cross-departmental workflows.
- Support the implementation and ongoing optimization of billing systems, self-service payment platforms, and operational processes.
- Maintain confidentiality and appropriately handle sensitive student, family, and financial information in accordance with organizational policies and applicable requirements.
- Perform additional operational duties as assigned to support the Private Schools business unit.

Supervisory Responsibilities: This position has no formal supervisory responsibilities.

Minimum Required Qualifications:

- High school diploma or equivalent; associate's or bachelor's degree in Business Administration, Finance, Accounting, or a related field preferred.
- Two (2) or more years of related experience in billing, student accounts, accounts receivable, collections, financial customer service, or a related support function.
- Experience researching and resolving customer account discrepancies or payment-related inquiries.
- Strong organizational skills with the ability to manage multiple priorities and meet established deadlines.
- Excellent written and verbal communication skills, including the ability to navigate sensitive financial conversations professionally.
- Proficiency with Microsoft Office applications, particularly Excel and Outlook.
- Demonstrated ability to maintain accurate records, follow established procedures, and exercise sound judgment.
- Ability to work independently in a remote environment while collaborating effectively with cross-functional teams.

Certificates and Licenses: none

OTHER REQUIRED QUALIFICATIONS:

- Customer Experience: Delivers responsive, respectful, and solutions-focused support to students, families, and school partners.
- Accountability and Ownership: Takes responsibility for assigned student account inquiries, collections activities, and cases through resolution.
- Accuracy and Attention to Detail: Maintains reliable financial records and consistently follows established billing and account management procedures.
- Communication and Collaboration: Effectively communicates financial information and works across departments to resolve complex issues.
- Problem Solving: Investigates account discrepancies, identifies root causes, and recommends appropriate solutions.
- Adaptability and Continuous Improvement: Demonstrates flexibility as systems, processes, and organizational needs evolve.

DESIRED Qualifications:

- Experience supporting tuition-based education, private schools, or other educational services.
- Familiarity with Salesforce or comparable customer relationship management and case management systems.
- Experience with student information systems, payment processing platforms, or accounts receivable software.
- Knowledge of Education Savings Accounts (ESAs), scholarship funding programs, ClassWallet, or third-party educational payment arrangements.
- Experience supporting collections activities while maintaining a customer-service-oriented approach.
- Familiarity with financial reporting, account reconciliation, and process improvement initiatives.

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

·       This is a home-based position.

Compensation & Benefits:  Stride, Inc. considers a person’s education, experience, and qualifications, as well as the position’s work location, expected quality and quantity of work, required travel (if any), external market and internal value when determining a new employee’s salary level.  Salaries will differ based on these factors, the position’s level and expected contribution, and the employee’s benefits elections.  Offers will typically be in the bottom half of the range.

We anticipate the salary range to be $47,075.25 - $55,000.00.  Eligible employees may receive a bonus.  This salary is not guaranteed, as an individual’s compensation can vary based on several factors.  These factors include, but are not limited to, geographic location, experience, training, education, and local market conditions. Stride offers a robust benefits package for eligible employees that can include health benefits, retirement contributions, and paid time off.

The above job is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.  All employment is “at-will” as governed by the law of the state where the employee works.  It is further understood that the “at-will” nature of employment is one aspect of employment that cannot be changed except in writing and signed by an authorized officer.

Job Type
Regular

The above job is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor. All employment is “at-will” as governed by the law of the state where the employee works.  It is further understood that the “at-will” nature of employment is one aspect of employment that cannot be changed except in writing and signed by an authorized officer.

If you are a job seeker with a disability and require a reasonable accommodation to apply for one of our jobs, you can request the appropriate accommodation by contacting [email protected].

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

Stride, Inc. is an equal opportunity employer. Applicants receive consideration for employment based on merit without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status, or any other basis prohibited by federal, state, or local law. Stride, Inc. complies with all legally required affirmative action obligations. A pplicants will not be discriminated against because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.