Associate Director of Student Accounts

The Associate Director of Student Accounts supports the Director of Financial Aid and Student Accounts by managing the daily operations of student account functions. Responsibilities include overseeing billing, monitoring outstanding balances, coordinating the collection of tuition and fee payments, processing refunds, and ensuring funds are accurately applied and disbursed in a timely manner, and supervising support staff. This role implements established policies and procedures, maintains accurate student account records, and ensures compliance with institutional and regulatory requirements, escalating complex or high-impact matters to the Director as appropriate. The Associate Director collaborates with the Accounting and Business Services (ABS), the Registrar, Schreiner Institute and other campus partners to support efficient operations and high-quality service to students and families.

SUMMARY OF RESPONSIBILITIES

•  Leadership and Management:
  • Manage the daily operations of the Student Accounts Office, including billing, collections, payment processing for tuition and fees, refunds, and student account administration, in alignment with the direction established by the Director.
  • Supervise, train, and evaluate Student Accounts support staff, promoting a strong customer service orientation and professional development.
  • Implement and maintain student account policies and procedures as established by the Director, ensuring adherence to internal and external regulations.
  • Oversee and support collection efforts related to outstanding tuition and fee balances, ensuring timely follow-up and appropriate escalation in accordance with institutional guidelines.
  • Collaborate with Financial Aid, Registrar, Admissions, Schreiner Institute and other departments to support coordinated service delivery and accurate financial information.
  • Identify operational issues and recommend solutions to the Director, elevating policy, compliance, or institution-wide impacts for review and decision-making.
• Billing and Payment Processing:
  • Ensure accurate and timely billing of tuition and fees, room and board, and other student charges.
  • Oversee the processing of student payments, including online, in-person, and third party payments.
  • Develop and manage payment plans for students, ensuring timely follow-up on outstanding balances.
  • Implement strategies to optimize the student billing and payment process, improving efficiency and student experience.
• Collections and Delinquent Accounts:
  • Oversee the collection process for past-due student accounts, ensuring compliance with institutional policies and regulations.
  • Work closely with external collections agencies and legal counsel as necessary for accounts that require escalation.
  • Monitor accounts with financial holds and work to resolve outstanding balances through proactive communication with students and families.
• Financial Aid Coordination:
  • Work closely with the Financial Aid and Accounting and Business Services (ABS) to ensure that student accounts are properly credited with aid in a timely manner.
  • Assist in reconciling student accounts to ensure that financial aid, tuition payments, and other charges are accurately reflected.
• Customer Service:
  • Provide excellent customer service to students and families, addressing inquiries related to billing, payments, and account balances.
  • Develop clear communication strategies to ensure students and families understand their financial responsibilities.
  • Respond to escalated concerns or disputes related to student accounts, working toward timely and fair resolutions.
• Financial Reporting and Analysis:
  • Assist with preparing and analyzing reports related to student accounts, billing, collections, and revenue to provide insights for decision-making by senior leadership.
  • Monitor trends in student account balances and payment patterns, proposing solutions to mitigate risks and ensure institutional revenue goals are met.
  • Support the preparation of annual budgets and financial forecasts related to student accounts.
• Compliance and Risk Management:
  • Ensure that all student account policies and practices comply with federal, state, and local laws, as well as institutional policies (e.g., FERPA, Title IV regulations).
  • Maintain awareness of industry best practices and regulatory changes to ensure ongoing compliance and efficient service delivery.
  • Review and revise internal controls to safeguard financial data and minimize institutional risk.
  • Work with auditors as directed by the Director of Financial of Financial Aid and Student Accounts and Accounting and Business Services (ABS).
• Technology
  • Experience with Jenzabar and PowerFaids; ability to quickly learn and master new systems required, and monitor to student account functions, including billing and integration with financial Aid and Accounting and Business Services (ABS).

EDUCATION, EXPERIENCE AND SKILLS REQUIRED

• Master’s Degree required
• Minimum of 3 years of direct supervision
• University student accounts experience of at least 3 years; private university preferred
• Excellent interpersonal, communication, and organizational skills
• Ability to relate to students, parents, faculty, staff and external groups
• Excellent quantitative and budget management skills
• Effective oral and written communication skills
• Knowledge and ability to learn software packages, including PowerFaids, Jenzabar, and Microsoft Office.

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