Associate Director of Student Accounts

Job Description:

Associate Director of Student Accounts 

The Community Solution Education System  

Job Title:  Associate Director of Student Accounts 
Department: Student Accounts 

Job Purpose: 

The Associate Director of Student Accounts provides strategic leadership and operational oversight for the Office of Student Accounts across the colleges of The Community Solution. This position directs and mentors a team of student accounts advisors, develops and implements departmental processes and procedures, and ensures compliance with institutional, federal, and state regulations. 

The Associate Director serves as a collaborative partner with the Registrar's Office, Academic Advising, and Title IV Financial Aid Administration to support holistic student success. This role also leads staff training and development efforts, ensuring a knowledgeable, high-performing team. 

The Associate Director is student-centered and has a strong command of customer service and the student finance lifecycle. 

Position responsibilities include, but are not limited to:  

Operations & Compliance 

• Co-manage the day-to-day operations of the Student Accounts Office, ensuring efficient workflows, service consistency, and a high-quality student experience.\ 

• Oversee the assessment and posting of all tuition and fees, including manual posting of items not captured through automated systems, ensuring accuracy, completeness, and compliance with institutional billing policies. 

• Conduct weekly quality assurance reviews of Title IV credit balances, ensuring accuracy and compliance with federal financial aid regulations 

Student Engagement & Retention 

• Develop and deploy proactive engagement strategies to guide students toward timely commitment to financing plans, reducing barriers to enrollment and retention. 

• Analyze billing hold trends within CNS, partnering with college Student Services teams to develop data-informed strategies that support student retention and re-enrollment. 

• Monitor past-due student accounts and oversee advisor outreach, ensuring consistent follow-up and timely resolution. 

• Develop and execute targeted student communications to address outstanding balances, billing updates, and financial deadlines in a clear and student-centered manner. 
   

Team Leadership & Development 

• Supervise and evaluate team performance through regular QA reviews of advisor calls, form processing, and customer service scorecards, fostering a culture of accountability and continuous improvement. 

• Lead new hire onboarding and training, equipping incoming staff with the knowledge and tools to deliver exceptional student financial services. 

• Serve as the primary escalation resource for complex or sensitive student inquiries, providing timely resolution and guidance to Student Accounts Advisors. 
   

Reporting & Analysis 

• Compile and distribute monthly KPI reports related to email and phone volume, translating data into insights that inform staffing and service delivery decisions. 

• Perform additional duties as assigned by the Director of Student Accounts. 

Required Qualifications: 

Knowledge and Skills 

• Demonstrated knowledge of business and management principles, including strategic planning, resource allocation, and human resource modeling, with the ability to translate organizational goals into actionable team outcomes. 

• Proven ability to apply, adapt, and enforce policies and procedures to achieve specific operational and compliance objectives. 

• Excellent customer service skills, including the ability to maintain quality standards and evaluate student satisfaction. 

• Strong verbal and written communication skills, with the ability to clearly explain complex financial information to students and staff. 

• Proficiency in Microsoft Office Suite, including Outlook, Excel, Word, and Teams. 

• Strong critical thinking and decision-making skills, with the ability to handle complex or sensitive situations with confidence 

• Excellent organizational and time management skills, with the ability to manage multiple priorities in a fast-paced environment 

Education: 

• Bachelor's degree in Business Administration, Finance, Higher Education Administration, or a related field required. 

Experience: 

• Minimum of 3 years of progressive experience in higher education, accounting, finance, or a related field, with a demonstrated track record of growth a