Student Account Collections Specialist

Student Account Collections Specialist

Department: Business Office/Student Financial Services
Reports to: Director of Student Accounts
Employment Type: Full-time
Classification: Staff

Position Summary

The Student Account Collections Specialist is responsible for managing the collection of outstanding student account balances while maintaining positive relationships with students and families. This role requires a balance of financial accountability and student support, ensuring compliance with institutional policies and federal regulations while helping students resolve account issues and continue their education.

Essential Duties and Responsibilities

Account Management & Collections

• Review and analyze delinquent student accounts to determine appropriate collection strategies
• Contact students and authorized parties via phone, email, and written correspondence regarding outstanding balances
• Negotiate payment plans and settlement arrangements within established guidelines
• Process payment plan applications and monitor compliance with agreed-upon terms
• Maintain detailed records of all collection activities and student interactions in the student information system

Student Support & Communication

• Provide exceptional customer service to students and families regarding account inquiries
• Explain billing statements, charges, and institutional financial policies clearly and professionally
• Assist students in understanding their financial aid, scholarships, and available payment options
• Collaborate with Financial Aid office to resolve aid-related account issues
• Guide students through the appeals process for various account-related matters

Administrative Functions

• Prepare and send collection notices, hold notifications, and other account-related correspondence
• Process account adjustments, refunds, and write-offs as authorized
• Generate and analyze aging reports and collection statistics
• Assist with month-end and year-end closing procedures
• Maintain compliance with FERPA and other applicable privacy regulations

Special Projects

• Participate in registration holds review and release processes
• Support debt collection agency referrals and external collection efforts
• Assist with implementation of new policies and procedures
• Provide backup support for general cashier and student accounts functions

Required Qualifications

Education & Experience

• High school diploma or equivalent required
• Associate's degree preferred
• Minimum 2 years of experience in collections, customer service, or higher education administration
• Experience with student information systems preferred

Skills & Competencies

• Strong verbal and written communication skills with ability to communicate professionally with diverse populations
• Excellent customer service orientation with empathy for student financial challenges
• Proficiency in Microsoft Office Suite, particularly Excel
• Strong organizational skills and attention to detail
• Ability to work independently and manage multiple priorities
• Knowledge of basic accounting principles
• Understanding of FERPA and student privacy requirements

Personal Attributes

• Professional demeanor with ability to handle sensitive financial conversations
• Problem-solving mindset with creative approach to resolution
• Patience and persistence in working with challenging accounts
• Commitment to supporting student success and retention
• Integrity in handling confidential financial information

Preferred Qualifications

• Bachelor's degree in Business, Accounting, or related field
• Experience in higher education student accounts or financial services
• Knowledge of federal financial aid programs and regulations
• Certification in credit and collections management
• Bilingual capabilities (Spanish/English preferred)

Working Conditions

• Standard office environment with extensive computer use
• Regular interaction with students, parents, and colleagues via phone and in-person
• Occasional e