Delinquent Student Accounts Manager

Salary for Announcement

The anticipated hiring range for this position is $45,300 – $56,700. The full salary range is $45,300 – $68,000.

The salary of the finalist(s) selected for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, specialty and training.

The above salary range represents the University’s good faith and reasonable estimate of the range of possible compensation at the time of posting.

For more information on MSU Denver’s compensation structure, please visit https://www.msudenver.edu/hr/compensation/professionalexecutivestaff/compensationstructureandguidelines/

Posting Details

Posting Number

A02148

Position Title

Delinquent Student Accounts Manager

Position Number

E00990

Pay Grade

15

Employee Category

Professional staff

Department

Office of the Bursar

EClass Code

Full Time Professional Staff

Position Summary

The Position supervises and manages work-study students and directly oversees the delinquency accounts process. The Position serves as the liaison between MSU Denver students, staff, and our third-party agencies. Responsible for contacting students and counseling them on various options for resolving account balances, payment issues, and financial registration holds by negotiating special payment arrangements to minimize bad deb risk while maximizing enrolment and student success. Position reconciles payments received from the agencies.

IND208

Duties/Responsibilities

15% Department Management
Manages department by providing supervision, training, and support to 6-10 student staff, including assigning job duties, providing job training, scheduling work, monitoring workload, providing assistance as needed to ensure daily goals and deadlines are met, and evaluating job performance.

10% Posting payments and reconciliation
This position reports payments to the agencies when payments are received from financial or when the student pays directly to the University. Adjustments are made according to commission percentage and daily request cancellations from third-party agencies. When needed, the Position will explain those entries and work with the external agencies if refunds are required. When wire payments are received and confirmed with the cashier’s office, the Position will post the payments to Banner AR by downloading files from the third-party agency website. Reconcile monthly statements between various external agency subsystems to Banner. When necessary, the Position will adjust payments/charges in Banner to reconcile the student accounts.
Additionally, the Position will review (i.e., overpayment, tax offsets, settlements, Tuition, and Fees approval) add or remove student holds based on the information provided in the various reports. The Position is responsible for reconciling all past due accounts every month and quarterly. The Position will have the authority to recall accounts from a third party when deemed necessary and work with the student to repay the debt with the institution.

15% Contact Students with Past Due Accounts
During the semester, the Position, with the assistance of the work studies, will contact students with a current balance to collect on tuition and fee balances (i.e., emails, robocalls, mail out paper bills, live calls). During this stage, the Position must be familiar with the College Opportunity Fund ( COF ) process, registration and payment dates and deadlines, the University’s tuition and fee structure, and financial aid processes to effectively assist students. The Position may need to accompany students to various offices to ensure their needs are met efficiently and professionally. At the end of each semester, the Position will contact students who still owe a balance to the University. At this time, the Position must help the students resolve their balances by setting up monthly payment plans and providing other available resources. The Position must be acquainted with the Banner system, payment dates, CASHNet payment plan and deadlines, the University’s tuition and fee structure, University policies, and various appeal processes to effectively assist the students. The Position must listen to the student’s issues and recommend methods if the University can help them remove or reduce them. If errors are encountered, the Position will research the student account thoroughly before adjusting the accounts.

10% Maintained/Update Past Due Accounts with External Agencies
Once all attempts to collect payment have been exhausted (i.e. live call, mailing out the paper bill, emailing, automated calls), the past due accounts will be placed with one of our three third-party agencies, following State rules and University guidelines. Each agency has its subsystem, so the Position must learn how to utilize each system and understand how that information relates to the information in Banner. The Position works directly with external agencies and serves as their main point of contact to resolve any issues and answer all questions by researching students’ accounts to see why the student owes. The Position will then report the information back to the agencies and a debt validation to validate the research. The Position will also have the authority to approve settlement offers between the student and University. Responsible for maintaining policies and procedures and striving to improve workflow and processes. Assist students at the front desk in answering billing and tuition questions. Explaining mandatory fees and what they are for. Research various semesters to see where tuition balance is coming from. Answer incoming calls, assist students/parents with multiple questions and refer students/parents to the correct department after assisting. Help with overflowing incoming office emails and returning voicemails.

10% Reviewing System Reports
Review multiple Banner reports daily and process each item on the report as required. This will include student payment reports, outstanding credit reports, charge adjustment reports, financial aid payment reports, bankruptcy adjustment reports, and health insurance adjustment reports. The Position will be responsible for communicating with the involved parties about the changes on the student accounts and, when necessary, inform students about the changes. Make and/or request journal entries and process refunds based on the data from the reports.

15% Debt Validation
Gathers court documentation when the agencies file lawsuits against the student. Provide debt validation to the agency as a backup when students are disputing their debt with the University. This process requires attention to detail and accuracy and must be completed as soon as requests are made.

5% Bankruptcy Reporting
Enter bankruptcy information into the student account once you receive a notice via mail. Researches the origin of debts to determine whether they can be discharged. These tasks require extensive research and the collaboration of many offices, so the Position must be able to develop and maintain professional relationships with other offices. The Position must be up to date with bankruptcy law and regulations at the state and federal levels and must update the supervisor of any changes. Responsible for maintaining policies and procedures within the bankruptcy process and strives to improve workflow and processes.

15% Office Operations
Support management and full-time staff in providing excellent customer service to students daily. Answer students’ inquiries regarding billing, tuition cost, balance due, and financial holds, and inform students about the general policies, deadlines, refunds, and payments. Be able to resolve issues with students and advise or direct them to the appropriate solutions. Answer the general office email when needed and be able to assist students at the front desk, as well as over the phone. The Position will be required to rotate the front desk.

5% Other duties as assigned

Required Qualifications

Three years of customer service experience.
Three years of supervisory or team lead experience.

Preferred Qualifications

Experience using Banner or equivalent system
Experience in a higher education environment
Experience managing delinquent accounts

Work Hours

Position will primarily work 8am to 5pm.

Posting date

05/24/2022

Closing date

Closing Instructions

Open Until Filled

To ensure full consideration, applications must be received by 11:59pm (MT)

06/24/2022

Special Instructions to Applicants

Please see Special Instructions for more details.
IMPORTANT : In order to be considered as an applicant you must apply via the online application system, http://www.msudenverjobs.com.

References refers to a list of three professional references and their contact information.

Official transcripts will be required of the candidate selected for hire.

Talent Team Representative

Elizabeth Wellington

Talent Team Representative E-mail

ewelling@msudenver.edu

Benefits

MSU Denver is pleased to offer our current and potential employees a wide array of benefit options. To learn more, please visit the following link:

Employee Benefits Offerings

Diversity Statement

Metropolitan State University of Denver is a unique, access-oriented campus community that values diversity, equity, and inclusion in all its forms. Our student population consists of nearly 50% first generation students and over 45% students of color. We are a designated Hispanic Serving Institution located in downtown Denver.

We create an equitable learning and working environment in concert with individuals who consistently demonstrate commitment to equity and inclusion. We greatly value the diverse identities and perspectives of our students, faculty, and staff and recognize that in order to achieve a just and equitable society, diversity must go beyond simple representation. It requires critical inquiry and dialogue and a commitment to action. We strive to provide a culture of belonging for all community members to achieve personal and professional success.

MSU Denver is committed to creating and fostering a work environment and culture of belonging; we are proud of the work our employee affinity groups contribute to our culture. For more information on our employee affinity groups please visit this link .