Associate Director of Student Accounts

Hiring Intent:

The Director of Student Accounts is seeking to hire an Associate Director who is interested in leadership development and the potential of advancement within the department. With that in mind, individuals with limited supervisory experience are encouraged to apply if they possess natural leadership abilities, drive and commitment for the future. The Director is willing to invest in a candidate who has the potential for leadership within the Student Accounts Office.

Candidate Sought:

The ideal candidate is wired for a technology-based customer service environment, is innovative, has good judgment, and practices active listening. This position is responsible for "front office" leadership and milieu. This includes direct supervision and management of the staff team who works with undergraduate students, related procedures, customer services, and communications. They must be able to deliver the Be Known Promise with kindness, good stewardship and positivity. The Associate Director weighs and evaluates financial risks and has authority to approve payment plans, enforce financial registration holds and make policy exceptions - impacting student retention and collections in the process. This position is responsible for problem-solving innovatively and strategically, celebrating success, and recommends administrative actions to the Director, as needed. This position also manages some operational tasks for the office as a whole, e.g. monthly bills for all student populations, and has additional leadership responsibilities when the Director is absent.

Essential Responsibilities:

1. Hire, lead, train, supervise and evaluate staff responsible for undergraduate receivables and related customer services. Give input on hiring and evaluations of other staff members within department. Lead the Be Known Promise internally and externally.
2. Define problems and take appropriate action, innovatively address long term solutions, and implement procedures to impact retention, mitigate liability, and to assure customer service goals are met. Collect data, establish facts, draw valid conclusions and report.
3. Departmental supervision when the Director is absent and as designated.
4. Responsible for undergraduate student payment estimators and clearance processes, executing delegated authority and decision making. Work with students, parents, guarantors and departments setting restrictions, limiting payment options, blocking registration and access to diplomas and transcripts, enforcing pre-payment status' and recommend students for administrative dismissal.
5. For all student populations, oversee billing operations, assist director in withdraw processes, oversee undergraduate withdraws to assure Title IV compliance is met, manage the UG account transfer process from current to non-current student accounts.
6. Work closely with the Financial Aid Office for timely disbursement of aid, identify compliance concerns, Satisfactory Academic Progress impacts, retention and advocacy for departmental priorities.
7. Manage "Bruin Bound Summer" responsibilities and work closely with the Admission and Financial Aid Offices.
8. Assist the director in strategically addressing departmental communication and customer service needs. Representative of GFU to prospective and current students.
9. Manage Tuition Remission and other data points, such as service indicators, financial risk coding, payment plans, and overrides.
10. Oversee late fee assessments and related appeal. Tuition appeals as delegated.
11. Must be able to maintain personal composure in high stress situations and being able at all times to communicate effectively and courteously with others, including employees, students and the public, in a spirit of teamwork, respect and customer service.
12. By actions, words and lifestyle, be a Christian role model to students, whether through casual contact or in a formal supervisory role.

Associated Duties:

1. Assist with PeopleSoft troubleshooting, testing and reporting issues to the Associate Director over operations.
2. Lead and give input on shared workspaces, google suite, web pages edits and other office needs.
3. Support both Grad and Undergrad specialist functions as needed.
4. Occasional Saturdays, approximately 3 to 5 per year.
5. Other duties as assigned.

Minimum Requirements/Qualifications:

1. Seeking an applicant with a bachelor's degree. A combination of education, leadership and office management may be considered.
2. Demonstrated ability to use good judgment in decision-making, strong interpersonal and problem solving skills required;
3. Working knowledge of, or demonstrated ability to learn Title IV regulations.
4. Leadership qualities and related strengths required. Demonstrated ability to maximize team strengths and motivate.
5. Computer proficiency; the ability to learn quickly and use technology-based tools required; Microsoft Office, Google Suite experience and Excel proficiency required; experience using integrated software systems helpful.
6. Three years of related experience required, preferably at an academic institution.
7. Proven ability to leverage payments using creative collection techniques helpful.
8. Strong customer service, initiative and analytical thinking skills required.
9. Demonstrated ability to plan, set goals and organize; manage multiple priorities and tasks while under pressure.
10. Discretion and integrity in maintaining confidentiality.
11. Ability to communicate effectively in English, orally and in writing, including on the telephone and under pressure. Ability to listen, clarify, understand, give and follow instructions required.
12. An evangelical Christian commitment and lifestyle consistent with the institution's goals, including signed agreement with GFU Statement of Faith and Statement of Community Responsibilities.

Current Openings for Associate Director of Student Accounts Jobs at George Fox University - Staff and Administrator