Assistant Director, Student Financial Services

Job Description

About Embry-Riddle Aeronautical University:

Embry-Riddle Aeronautical University is an independent, culturally diverse institution providing quality education and research in aviation, aerospace, engineering, and other related fields with residential campuses located in Daytona Beach, Florida and Prescott, Arizona. The University's Worldwide campus provides educational opportunities online and at approximately 130 locations throughout the United States, Asia, Europe, and Central/South America.

As the largest and most comprehensive aviation and aerospace-focused university in the world, Embry-Riddle is a unique institution. Over the past 90 years, the University has evolved with industry to break new ground and produce top-level graduates who serve the ever-changing needs of aviation and aerospace and other STEM-related disciplines. Embry-Riddle offers programs in seven primary fields of study including: Applied Science; Aviation; Business; Computers and Technology; Engineering; Safety, Security, and Intelligence; and Space.

For Academic Year 2021-22, there were over 11,100 undergraduate, graduate, and doctoral students that attended the University's residential campuses and approximately 20,195 students in total enrolled with the University around the world.

The Opportunity:

The Assistant Director of Student Financial Services is responsible for the operations and supervision of eight staff members including, Process Specialists, Billing Specialists, Accounts Receivable, Payment Plan Specialist and Systems Specialist. Providing various skills of developing, and distributing clear directives of allocation and expectations of duties, training, and problem resolution.

The Assistant Director ensures staff are informed and compliant with departmental policies/procedures, federal and state regulations, University policies/procedures (APPMs), established accounting practices, U.S. Department of Education, and other regulatory agencies. Utilize discretion in the enforcement and application of university policies, including, but not limited to, holds, collections placements, late fees, policy exceptions, etc.

The Assistant Director must have strong analytical and communication skills, collaborative, strategic, and be a forward-looking leader, who demonstrates integrity, confidentiality and attention to detail and accuracy. The Assistant Director should monitor and make policy recommendations to the Director and Executive Director that align with the strategic direction of the Department and University.

The Assistant Director will liaise with other departments such as Financial Aid, Financial Systems Management, University Accounting, Veteran Student Services, Admissions, Academic Advising, ERNIE Central, Office of the Registrar, Housing & Residence Life, Dining Services, Athletics, Campus Safety & Security, Campus Bookstores, Flight Department, Office of Global Engagement, Health Services, SGA, Student Affairs, International Student Services, Human Resources and the Provost Office to ensure the highest level of customer service is provided. Present a consistent voice for the department and foster mutual respect and understanding amongst internal and external stakeholders in a manner that improves support services.

The individual requires an in-depth knowledge of Campus Solutions and TouchNet to assist with anomalies, issues, or discrepancies. The Assistant Director must have extensive knowledge and understanding of the registration process, Financial Aid awarding guidelines, study abroad programs, flight, payment plans, the Payment Policy, cancellation process, VA chapters 33, 31, 35, and 30, as well as military branches and other third-party sponsors. The Assistant Director requires extensive knowledge of the payment plan module in TouchNet including recalculation of the plan in Campus Solutions, set-up, administering, and reporting functions within the plan.

Responsibilities include the following:

• Provide day-to-day support to staff, while providing a high degree of independent problem solving and decision making.
• Run various reports to review for compliance with University policy with attention to detail and accuracy.
• Resolve complex customer service issues including escalated customer calls; review/approve escalated payment arrangements, take corrective action, and administer appropriate solutions to resolve issues.
• Plan and deliver high quality customer service to maintain and enhance customer relationships while meeting organizational goals and objectives
• Notify the Director of any customer service, departmental or employee issues or situations which require a higher level of attention.
• Assists students, parents, office staff, and other student services departments with advanced research and analysis of student accounts and makes decisions to resolve complex student account problems or discrepancies
• Meet regularly with other University departments to review and develop processes to maintain or enhance excellent customer service.
• Monitor transactions and communications between SFS and ERNIE Central to ensure consistency in application.
• • Set reasonable and attainable goals, monitor success, complete annual performance evaluations, and make recommendations for personnel actions. Clear and concise communication to staff is extremely important.
• • Interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems
• Process write-offs when applicable (uncollectable charges and accounts returned from outside agencies).
• Perform over $5k refund review.
• Daily review of refunds with errors.
• Understanding of the refund process to help troubleshoot as needed.
• Understanding of University polices and procedures related to HR, MAC and PhD Waivers.
• Proficient in reading and understanding behaviors of Organizational accounts, this includes understanding and complying with VA rules and regulations.
• Independently work the following reports: WW XCUR, Catch All, SWA Audit, WW SBE Audit, WW Refund Report, WW SWW Write-Off Report, WW Collections Metrics, WW Enrollment Metrics.
• Provide various reports to the Director and Executive Director as needed.
• Department representative for the Georgia State Audit.
• Analyze student accounts for accuracy, resolve discrepancies in a timely manner and ensure the proper posting of charges and payments. Which include, but not limited to, student account aging, payment plans, billing, payment due, student accounts and collection with attention to detail and due diligence.
• Conduct regular audits of student accounts.
• Monitor and report performance metrics to identify and implement process improvements and efficiencies.

Qualifications

• Bachelor's degree in business, management, accounting, finance or equivalent is required.
• At least four years of experience working in student financials, billing, accounts receivable or related field.
• Prior leadership experience in student financials, billing, accounts receivables or collections is strongly preferred
• Proficiency using Microsoft Office Suite with strong skills in Excel.
• Demonstrated self-starter, with strong analytic, problem solving, and critical thinking skills.
• Excellent customer service orientation, communication skills (both verbal and written), interpersonal and organizational skills.
• Ability to work well with diverse internal and external constituents in a team-oriented environment.
• Ability to train and develop staff and encourage growth.
• Willingness to share knowledge and information and to learn new tasks.
• Coordinate and maintain multiple tasks simultaneously as well as deliver responses and results within established timeframes.
• Demonstrate openness and responsiveness to new ideas and change.
• Project and establish a standard reflecting a professional image through dress, demeanor, and office environment.
• Demonstrate the ability to establish and maintain working relationships with internal and external organizations, groups, and individuals.
• Demonstrate the ability to lead subordinates, manage work priorities and projects and manage employee relations.
• Knowledge of customer service standards and procedures.
• Strong critical thinking and informed decision-making.
• Ability to manage and organize multiple deliveries while adhering to deadlines.
• Ability to maintain a high level of confidentiality.
• Analytical skills with an in-depth knowledge of information systems; experience using Campus Solutions and TouchNet is desired.