Associate Director of Student Accounts

Job Title:

Associate Director of Student Accounts

Job Summary:

The Associate Director of Student Accounts serves as the primary administrator overseeing student billing operations and ensuring a high level of customer satisfaction. Reporting directly to the Director of Student Accounts, the associate Director is responsible for developing innovative strategies to enhance departmental efficiency and improve communication with students, families, and campus partners. Additionally, this role includes the direct supervision of daily operations within the Student Accounts office.

Full Job Description:

Job Responsibilities

• Extract, analyze, and reconcile data from a variety of sources.
• Work with CIPE to develop benchmarking reporting data for account receivables analysis.
• Collaborate with the Director of Student Accounts to develop long-term strategies for improving departmental efficiency and effectiveness.
• Conduct trend analysis on accounts receivable and student payment behavior to inform strategic decisions.
• Provide high levels of customer service through phone, in-person, and email interactions.
• Supervise the Student Accounts staff.
• Ensure compliance with federal, state, and institutional regulations, including FERPA, IRS, and PCI-DSS standards.
• Develop and implement internal controls to safeguard student financial data and cash handling procedures.
• Partner with Financial Aid and other campus offices to deliver financial literacy workshops, focusing on payment plans, budgeting, and tuition and fee understanding.
• Act as a key contact for escalated student account issues, ensuring empathetic and solution-oriented service.
• Lead efforts to enhance and integrate student account systems like Banner and CASHNet.
• Evaluate and implement technologies to streamline billing, payments, and communication processes.
• Mentor and train staff on best practices, compliance standards, and customer service.
• Develop team performance metrics and review regularly to ensure growth and accountability.
• Facilitate professional development opportunities to maintain industry standards.
• Actively participate in cross-departmental committees to improve student experience and enrollment processes.
• Coordinate with IT and Institutional Research for accurate and timely data reporting.
• Work with Admissions, Financial Aid, and Registrar to align payment policies with institutional goals.
• Develop and maintain dashboards and reports on student account metrics for leadership review.
• Prepare presentations and reports demonstrating the financial impact of student account operations.
• Enhance communication strategies by utilizing modern platforms like SMS and student portals for billing and deadline reminders.
• Promote inclusive practices to ensure equitable payment options and resolutions for all students.
• Collaborate with DEI offices to identify and address barriers in student billing processes.
• Develop emergency financial protocols for crises such as natural disasters and economic downturns.
• Serve as a key team member for the university’s emergency financial response initiatives.
• Review and enhance payment plan offerings for accessibility and student needs.
• Oversee timely refunds and financial adjustments, ensuring Title IV compliance.
• Oversee system update testing and their impact on student billing.
• Oversee compliance audits related to student accounts.
• Manage cash collection accuracy and bank deposits.
• Test, administer, and update tuition rules and fee assessments for each term.
• Maintain compliance with IRS regulations for annual 1098-T procedures.
• Provide guidance and assistance to both internal and external customers.
• Seamlessly transition students needing assistance to other SEM or university departments.
• Work with SEM communications to plan billing cycles, updating communications for new and returning students.
• Develop and maintain the Student Accounts calendar of payment deadlines and communication dates.
• Serve as a liaison to other departments, including Financial Aid, Registrar, Admissions, Graduate Enrollment Services, and SEM Communications.
• Review policies and procedures related to student payments, refunds, and cancellations.
• Model inclusive excellence through actions that support diversity recruitment, hiring, and retention.
• Provide departmental training and update the Student Accounts reference guide.
• Assist the Director with additional projects as needed.
• Perform other assigned duties to ensure the department’s smooth operation and maintain the university’s reputation as a viable partner.
   

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