Assistant Director of Student Accounts - Framingham State University
Framingham State University
December 22, 2017
Location: Framingham, MA Category: Staff Posted On: Thu Dec 21 2017 Job Description:
GENERAL STATEMENT OF DUTIES: The Assistant Director is primarily responsible for managing all aspects of Student Accounts communications to students about their bill and the how to settle their account requirements. This includes but is not limited to, Designing and generating e-bills and e-statements, creating text/video/audio content delivered through traditional and new media, creating and executing communications sequences during billing cycles, drafting ad hoc letters for students, as well as developing and implementing targeted communications plans for specific student populations. Also assists in the day to day management of routine Student Accounts activities including but not limited to: review & approve cashiering sessions, adjustment transactions, and requests for student refunds. Audit outstanding student balances and send proactive communications with the goal of preventing referral to the drop for non-payment or collections processes, and reconciles several SA related financial activities. Provides indirect oversight to the department staff, and is responsible for ensuring high quality customer service, and maintaining regulatory compliance. The SA office is located in the Student Service Center (SSC), which has extended hours; occasional evening and/or weekend work may be required.
SUPERVISION RECEIVED: Bursar/Director of Student Accounts
SUPERVISION EXERCISED: Indirect supervision of classified, contracted, and student employee personnel
EXAMPLES OF SPECIFIC DUTIES & RESPONSIBILITIES:
1.) Develops, implements, and executes creative, solution-oriented communication strategies & sequences that proactively inform students & families on how to manage their student account, promote payment options, & encourage students to resolve their outstanding balances while emphasizing the importance of taking responsibility for managing financial obligations to the University.
Create and develop new multimedia content as well as regularly maintain existing content on the Student Accounts website.
Maintains and/or implements any automated communication databases as well as oversees any electronic &/or physical mailings, or mailings done through a 3rd party service provider.
Design and generate e-bills and e-statements.
Send all Student Account communications to students and parents.
2.) Monitor all enrolled students and proactively communicate to them to in ensure they complete all necessary processes from registration through full payment.
Investigate disputed delinquent account balances; correct any errors, including misapplied payments and miscellaneous charges
Audit outstanding student balances; and proactively communicate with the goal of preventing referral to the drop for non-payment or collections processes
Ensures compliance with federal and state guidelines/regulations as they relate to student accounts and stays current with changes
3.) Provide direct support to students and parents regarding student account concerns, particularly ensuring satisfactory resolution of problems escalated by the staff to the administrative level.
Assists in student service including advisement of students' financial obligations, financial options, financial policies and procedures. Student service provided via phone calls, email, or in-person inquiries from students and parents.
Handles phone calls and emails from students and families during peak periods.
Handles escalated phone calls from front line customer service staff.
4.) Responsible for the daily review, approval and sign off of each cashier's cashiering session, ensuring drawers balance and all payments received match all payments that are processed in the Student Information System.
Approves Adjustment Transactions to predetermined limit
Provide back-up assistance for other positions and perform routine office support duties.
5.) Primary back-up to the Associate Director to report and monitor Perkins loans to the College's billing agent. Collects and performs exit interviews for Perkins loan accounts. Maintain valid promissory notes and issue paid in full letter for Perkins loans. Works with borrowers on default management.
6.) Work as a team player within the Finance department and collaborate extensively with colleagues within the Enrollment Management Division (e.g. Financial Aid, Registrar, Admissions, Res Life, etc.)
7.) Assists the Bursar/Director of Student Accounts and Associate Bursar/Associate Director of Student Accounts with various accounting and SA reports & projects as required.
8.) Other duties as assigned by the Bursar.
9.) Accountable for ensuring that affirmative action, equal opportunity, and diversity are integrally tied to all actions and decisions in areas of responsibility.
Bachelor's degree required in business, accounting, finance, communications or a closely related field. At least two to four years of experience working in student accounts or related field.
At least two to four years of experience working in customer service in a high volume service environment.
Experience using a data enterprise resource planning system (ERP) like Banner or similar system to analyze data and prepare reports.
Five years of experience working in student accounts or a related field.
Masters or advance degree preferred.
Possess demonstrated knowledge of higher education principles, practices and procedures as they relate to student accounts operations.
Experience with Banner Student Accounts, Argos Reporting, Banner Finance.
Comprehensive knowledge of accounts receivable processes and procedures.
Experience managing the Perkins Loan repayment process of billing, collection, and default obligations through a third party service.
Knowledge of federal and / or MA state policies regarding financial aid.
Knowledge of credit and collection principles, processes, regulations, and standards.
Experience maintaining confidential records and information in a secure manner.
Strong problem-solving and negotiation skills.
Demonstrate experience in providing superior customer service, excellent communications skills (oral and written) & organizational experience, and strong group presentation skills.
Demonstrated ability to exercise sound judgment and sensitivity in interacting with students, parents, faculty, staff and other internal and external stakeholders.
Excellent technical skills, with advanced skills in Microsoft applications particularly Word and Excel with a demonstrated ability to execute tasks such as mail merges.
Demonstrate confidence in using own initiative and judgment to follow through independently on assigned tasks.
Demonstrated ability to work to detail level while addressing multiple priorities and deadlines; adaptability in adjusting to changing situations and flexibility in meeting customer needs.
Availability to work extended/flexible hours including weekends and evenings.
This is a full-time, exempt, benefits-eligible position in the APA bargaining unit at the rank of Assistant Director. The salary range is $52,000 to $58,000, commensurate with education and experience.
Framingham State University conducts Criminal Offender Record Information (CORI) checks relative to prior criminal convictions and pending cases, as well as Sex Offender Registry Information (SORI) checks relative to prior sexual offenses committed as an adult or juvenile on final candidates prior to an offer of employment for all positions. Framingham State University requires specific written authorization to conduct background checks. Failure to provide such authorization shall preclude your application from receiving further consideration.
Framingham State University is an equal opportunity/affirmative action employer.
Members of underrepresented groups, minorities, women, veterans, persons with disabilities, and all persons committed to diversity and inclusive excellence are strongly encouraged to apply.
Framingham State University is a vibrant comprehensive liberal arts institution located just 20 miles west of Boston.
Framingham State University is committed to Inclusive Excellence through collaborative and sustainable partnerships with faculty, staff, students and the greater community. At FSU, we encourage a supportive, diverse and collaborative environment in which we learn from each oth...er through informed and open communication, institutional practices and community engagement. FSU provides a culturally relevant education that includes a beautiful campus with 53 undergraduate and graduate programs, a highly personalized teaching environment, and unparalleled commitment to excellence in diversity and inclusion.
Framingham State University is honored to be recognized for the second year as a recipient of the INSIGHT into Diversity prestigious 2015 Higher Education Excellence in Diversity (HEED) award. The HEED award is the only national recognition honoring colleges and universities that exhibit outstanding efforts and success in the area of diversity and inclusion throughout their campuses.