Associate Director of Student Accounts - Framingham State University
GENERAL STATEMENT OF DUTIES:
The Associate Bursar/Associate Director of Student Accounts assists in the planning and direction of all student accounts (SA) receivables and collections activities at Framingham State University (FSU). Assists in the management of all SA functions including student billing / tuition and fee assessment, cashiering, disbursement of federal, state, and FSU financial aid and scholarship programs, and timely request of student refunds. Monitors and manages delinquent collection balances, manages third party vendors and third party billings, and reconciles several SA related financial activities. Provides leadership and oversight to the department staff, and is responsible for ensuring high quality customer service, assisting in the development and implementation of policies and procedures, and maintaining regulatory compliance. The SA office is located in the Student Service Center (SSC), which has extended hours and occasional evening and/or weekend work may be required.
SUPERVISION EXERCISED: Indirect supervision of classified personnel, contract and student workers (including Receiving Teller, clerk and administrative positions).
SUPERVISION RECEIVED: Bursar/Director of Student Accounts
EXAMPLES OF SPECIFIC DUTIES AND RESPONSIBILITIES:
Provide direct support to students and parents regarding student account concerns, particularly ensuring satisfactory resolution of problems escalated to the administrative level:
- Presents info to student and parent groups;
- Triages questions and refers to Financial Aid, Registrar, Student Services, Residence Life, etc.;
- Oversees student service including advisement of students' financial obligations, financial options, financial policies and procedures;
- Student services provided via phone calls, email or in-person inquiries from students and parents.
Ensures compliance with federal and state guidelines/regulations as they relate to student accounts and stays current with changes:
- Manages all aspects of the University's federal Perkins loan program compliance including reporting of new loans/advances, payments, collections, adjustments, etc.;
- Designated employee responsible for 1098T filings and satisfying all reporting requirements;
- Ensures confidentiality of information in accordance with FERPA guidelines;
- Collaborates with Financial Aid Office and Business Office to maintain the accuracy of Financial Aid disbursements to the accounts of students (including reconciliation for state reporting);
- Responsible for information security of student accounts' records.
Manages the day-to-day operational billing, refunding, and collection activity related to student accounts:
- Manages the cashiering function: posting payments, verifying batches and deposits, credit cards, and cash balance reports. Cashiering function may include bank deposits and trips to FSU's local bank;
- Oversees timely postings to SA for Title IV and other financial aid;
- Manages disbursements and refunds in accordance with state and federal regulations and FSU policies and procedures;
- Coordinates refund requests with accounting, reconciles/resolves refund batch issues;
- Manages adjustments and/or waivers and exemptions to individual SA, with appropriate approvals;
- Reconciles and verifies third-party vendor invoices to student charges, e.g. book store vouchers, meal plans, health insurance, parking fees, collections fees.
Provides supervision, training, and development to the professional staff in Student Accounts as well as the student workers:
- Assists in the hiring and evaluation of staff using collective bargaining and affirmative action guidelines;
- Oversees the continued training of current staff members as well as the training and onboarding of any new employees to the Student Accounts team;
- Supports the Student Accounts staff with daily questions and escalated customer service issues.
Supervises monthly reconciliation cycles of SA with Financial Aid and Accounting regarding USED's EDGAPS system, third party loan servicer(s), and FSU's accounting system to ensure accuracy, timeliness, and integrity of fiscal records.
Oversees collection activity related to student accounts:
- Manages collections, e.g. 30/60/90-day pre-collections notices, management of and problem resolution with collections vendors, preparation of Intercept files, and reporting of aged receivables;
- Analyzes and prepares reports regarding student accounts with outstanding balances to facilitate pre-collection actions to minimize delinquencies.
Assists the Bursar/Director with development and implementation of policies, programs, and initiatives for SA:
- Assists in the planning and implementation of interdepartmental activities (e.g., Business Office / Accounting, Admissions, Residence Life, Financial Aid, Registrar and others) to ensure that transactional activities are smoothly integrated;
- Assists in the semester billing set up including setting up rate tables and fees, posting tuition and fees in Banner, and issuing student bills.
Act as designee in the absence of the director and assists overseeing the daily operations of Student Accounts within the Student Service Center (SSC).
Exercise sound judgment and sensitivity in interacting with students, parents, faculty, staff and other internal and external stakeholders.
Primary liaison and contact to supply documents, schedules and info to external auditors, federal and state agencies.
Represents SA on campus-wide committees.
Work as a team player within the Finance Department and collaborates extensively with colleagues within the Enrollment Management Division (e.g. Financial Aid, Registrar, Admissions, Res Life, etc.)
Work extended/flexible hours including weekends and evenings, as needed.
Accountable for ensuring that affirmative action, equal opportunity, and diversity are integrally tied to all actions & decisions in areas of responsibility.
Assists Bursar / Director of Student Accounts with various accounting and SA reports and projects as required.
Other duties as assigned by the Bursar.
Accountable for ensuring that affirmative action, equal opportunity, and diversity are integrally tied to all actions and decisions in areas of responsibility.
Responsible for reporting to the Equal Opportunity Officer or Title IX Coordinator knowledge or receipt of reports of discrimination, discriminatory harassment, and retaliation from students or other members of the university community.
WORKING CONDITIONS: campus setting, office environment
- Bachelor's degree required in business, accounting, finance, communications or a closely related field
- Two to four years of experience working in student accounts or related field
- Two to four years of experience working in customer service in a high volume service environment
- Experience using a data enterprise resource planning (ERP) system, such as Banner or similar system, to analyze data and prepare reports
- Masters or advance degree is preferred
- Five years' experience working in student accounts or related field
- Demonstrated knowledge of higher education principles, practices and procedures as they relate to student account operations
- Experience with Banner Student Accounts and Banner Finance modules, Argos Reporting
- 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 state policies regarding financial aid
- Knowledge of credit and collection principals, 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) and 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
- Demonstrated confidence in using own initiative and judgment to follow through independently on assigned tasks
- Demonstrated ability to work in detail level while addressing multiple priorities and deadlines, adaptability in adjusting to changing situations and flexibility in meeting customer needs
- Availability to work extended and/or flexible hours including weekends and evenings
- Candidates who are bilingual in English and Spanish or English and Portuguese are strongly encouraged to apply
This is a full-time, exempt, benefits-eligible position in the Association of Professional Administrators (APA) bargaining unit with a title of Associate Director. The salary range is $60,000-63,500.
Framingham State University conducts criminal history and sexual offender record checks on recommended finalists prior to final employment for all positions.
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.