Director of Student Billing & Engagement

The Talent Acquisition department hires qualified candidates to fill positions which contribute to the overall strategic success of Howard University. Hiring staff “for fit” makes significant contributions to Howard University’s overall mission.

At Howard University, we prioritize well-being and professional growth.

Here is what we offer: 

• Health & Wellness: Comprehensive medical, dental, and vision insurance, plus mental health support
• Work-Life Balance: PTO, paid holidays, flexible work arrangements
• Financial Wellness: Competitive salary, 403(b) with company match 
• Professional Development: Ongoing training, tuition reimbursement, and career advancement paths
• Additional Perks: Wellness programs, commuter benefits, and a vibrant company culture

Join Howard University and thrive with us! 

https://hr.howard.edu/benefits-wellness

JOB PURPOSE:

Reporting to the Associate Vice President for Finance and University Bursar, the Director of Student Billing and Engagement provides oversight and management to all aspects of customer engagement, outreach, and escalation management for the Office of the Bursar, ensuring compliance, accuracy, timeliness, and service excellence to students, families, and internal stakeholders.

SUPERVISORY AUTHORITY:

The Director of Student Billing and Engagement is a senior operational leadership role in the Office of the Bursar.

NATURE AND SCOPE:

N/A

PRINCIPAL ACCOUNTABILITIES:

• Act as a senior operational leader in the Office of the Bursar in the area of customer engagement and outreach across all primary modes of communication to include but not limited to email, telephone, website(s), chat and walk-in.
• Build, standardize and oversee a comprehensive student billing and collections outreach program, in alignment with the University’s approved academic calendars and schedules, and ensuring the accurate, compliant, and timely notification of current and past due balances, enabled by Workday Student and other automated technology solutions, as well as external collection agencies as appropriate

• Partner with the Student Financial Administrator and the Office of Data Analytics to create and maintain Workday Student reports of targeted student populations for identification and execution of ad-hoc and targeted communications
• Partner with the Student Financial Administrator to enhance and maintain the Office of the Bursar website presence, ensuring that is appropriately comprehensive, inclusive and up to date
• Ensure timely notifications to students and families of any changes or unexpected occurrences in the business processes of the Office of the Bursar, to include those related to the transition to Workday Student
• Liaise with Enrollment Management and other student-facing units as appropriate, for cross-functional engagements, communications and outreach campaigns, promoting consistency in service delivery and messaging
• Act as point of contact and resolution for customer escalations sourced from the Office of the Bursar or members of executive leadership
• Utilize discretion in the enforcement and application of university policies, including, but not limited to, holds, collections placements, late fees, policy exceptions, drops, withdrawals, and appeals.
• Serve as the principal liaison to partners and vendors associated with student outreach ad engagement, to include external collection agencies
• Performs other duties as assigned.

CORE COMPETENCIES:

• Excellent written and verbal communication skills.
• Critical thinking and analysis and appropriate decision making.
• Professional, positive, and energetic leader able to establish and maintain collaborative working relationships.
• Progressive thinking with a commitment to continuous improvement
• Strong initiative with the ability to manage multiple competing priorities.
• Student-focused and strong commitment to superi