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Assistant Director for Student Accounts

The New School
New York, United States
Salary Not specified
Posted date
Nov 15, 2021

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Position Type
Faculty Positions, Education, Curriculum & Instruction, Education Administration & Leadership
Employment Level
Employment Type
Full Time
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The Assistant Director for Student Accounts will work closely with the Associate Director for Student Accounts to ensure departmental standards and goals are attained. This position will aid the Associate Director in maintaining quality service by analyzing and resolving quality and customer service problems; identifying trends, recommending and executing service improvements. The position will provide expert advice and counsel management on directing and improving the overall functions of Student Accounts. This position will report directly to the Associate Director of Student Accounts.   The New School is strongly committed to diversity and inclusion in the workplace and particularly seeks applications from members of underrepresented groups, as well as candidates who share this commitment.      Responsibilities:

  • Monitor and provide payment, billing and account support related and assistance to new and continuing students.
  • Monitor and provide assistance to new and continuing students related to billing,  payment, payment plans,  1098T, Canadian Tax forms and all related student accounts information. 
  • Work with the Associate Director as next-level manager to analyze and resolve escalations, complex or difficult  via phone, in person and emails; including following through ensuring issues and concerns have been properly addressed; following up with students and/or parents to inquire about the overall satisfaction of service received and ensure adherence to email policy and FERPA regulations by the Student Accounts office.
  • Oversee the timely refunding of student accounts, including all Federal and private loan money in excess of tuition charges to students. Student financial reporting and review
  • Assist in coordinating and implementation of student outreach plans to ensure students are appropriately informed of account information. Including; drafting messaging, updating TouchNet Messaging Portal and statement/invoice messaging, tuition and fees website.
  • Oversee the Student Contact Center- Student Accounts including internal call system monitoring, training, documentation and catalog updating, volume monitoring, scheduling and resource management and quality of service provided to students,  faculty and staff.
  • Assist in the delivery of e-commerce solutions to students and families including internal systems upgrade testing, troubleshooting and training for Banner/Ellucian, and TouchNet settings, maintenance and upgrades. 
  • Manage implementation and training of new and updated office policy and procedures; interpret policy and advise staff, faculty and students of appropriate policies and procedures; maintaining adherence. 
  • Serve on a variety of university committees and work closely with other offices to ensure that procedures related to the work of the Student Accounts office. 
  • Counsel students and parents on financial matters. Review charges, clarify delinquent balances, explaining financial obligations and payment plan terms. Offers solution or alternatives to assist students in settlement of financial obligations
  • Create, run and prepare reports for leadership on refunds related data points.
  • Other duties and special projects as assigned.


The New School is committed to creating and maintaining an environment that promises diversity and tolerance in all areas of employment, education and access to its educational, artistic or cultural programs and activities. The New School does not discriminate on the basis of age, race, color, creed, sex or gender (including actual or perceived gender identity or expression or transgender status), sexual orientation, sexual and other reproductive health decisions, pregnancy, religion, religious practices, mental or physical disability, national or ethnic origin, citizenship status, veteran status, marital or partnership status, or any other legally protected status

  Minimum Qualifications:  
  • Demonstrated excellence in interpersonal skills, attention to detail and excellent customer service skills
  • Ability to actively prioritize to meet ever changing demands and meet deadlines, work independently, as well as be part of a diverse, dynamic team of professionals
  • Knowledge of FERPA regulations, Excel and Brio in order to quantify and illustrate financial reports, comparisons, impacts and/or projections.
  • Excellent planning, organizational, delegation, team building, verbal and written communication skills required.
  Preferred Qualifications:  
  • 3-5 years of experience in student accounts and/or higher ed
  • Experience with Banner, Brio, TouchNet, and PayMyTuition.  Must be detail oriented and have the ability to follow through. Must be able to multitask. 
  • Bachelor’s Degree preferred 


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