Senior Associate Director, Student Accounts

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The Senior Associate Director of Student Accounts reports to the Director of Student Accounts and will help oversee the daily operations of the student accounts function, managing the collection of accounts receivable for new, continuing, and former students. This is an important role that requires accuracy, attention to detail, and strong leadership and management skills. 

This is a time-limited role, not to extend past October 31, 2027. This role is defined as a Casual position per the Emerson Employment Categories policy. Employment Category influences work schedules, benefits eligibility, and time off policies.

ESSENTIAL JOB DUTIES

• Responsible for providing supervision, support, training, and guidance to the Student Accounts Staff while maintaining College policies
• Supervise staff members, leading the team through day-to-day processes and ensuring there is coverage at all times to complete any task or request that the office receives
• Assist in the collection of accounts receivable payments, working with offices across campus to coordinate billing needs.
• Counsel and advise parents, students, and the campus community on financial planning options and student account policies and procedures, complying with all relevant rules and regulations.
• Assist students and parents with student account questions and queries, ensuring an excellent level of customer service.
• Serve as a resource for other employees, guiding in resolving issues for families and students.
• Manage issues escalated by other employees.
• Assist other personnel and departments by answering questions regarding billing issues.
• Ensure that accurate records are maintained.
• Ensure compliance with federal and state regulations and college policies.
• Run billing assessment as needed and manage any related issues
• Run Banner billing process as needed for various populations
• Manage TouchNet billing uploads
• Manage TouchNet Automatic Message communications
• Manage the review of the LOA/WD process in Slate as needed.
• Confirm all adjustments were made correctly
• Manage refunds/balances as needed.
• Manage any Audit or other reporting requests from partner offices
• Balance Report as needed, and review of issues that come up.
• Manage the Housing integration process as needed
• Act as backup to the disbursement of Financial Aid, collaborating as necessary with the Financial Aid team to coordinate and resolve issues as needed.
• Responsible for the Weekly scheduling of phone coverage.
• Responsible for ordering supplies & processing department invoices for payment.
• Other miscellaneous duties as assigned

QUALIFICATIONS – Qualifications are deemed required or preferred and represent what is needed to perform the job effectively.

• Bachelor’s Degree in Business, Finance, Accounting, or a related field required, Master’s Degree preferred
• 7-10 years of experience in Financial Aid or Student Accounts required
• 7-10 years’ experience with Banner or a similar financial aid management system
• Experience with counseling and student programming
• Experience working with diverse student populations preferred
• Experience working closely with students/families in a higher education environment is required

KNOWLEDGE, SKILLS, AND ABILITIES – This may be representative but not all-inclusive of the knowledge, skills, and abilities commonly associated with the job. 

• Knowledge of accounts receivable practices and procedures
• Intermediate to Expert proficiency in MS Excel and the ability to learn new software easily
• Exceptional accuracy and attention to detail required
• Self-starter with excellent interpersonal communication and problem-solving skills
• Strong customer service skills and the ability to engage with students and parents in a patient and positive manner
• Strong organizational skills and the ability to maintain multiple projects simultaneously and prioritize tasks
• Ability to handle stressful situations in a courteous and professional manner
• Ability to collaborate with a diverse population of campus constituents
• Ability to cross-train colleagues
• Excellent written skills are expected
• Inquisitive and analytical, with strong critical thinking skills. S/he will have the ability to solve problems, including the ability to help non-experts understand policies and processes