Assistant Director of Student Accounts and Reel Success

Lakeland University•Plymouth, WI

10d•Onsite

About The Position

The Assistant Director of Student Accounts & Reel Success supports the Student Accounts Department by serving as the primary point of contact for former students with outstanding account balances. This position will conduct proactive outreach, offer structured payment solutions, and help remove financial barriers to degree completion. This role helps reduce reliance on external collections agencies, strengthens alumni relationships, and contributes to the university's financial sustainability. The position also coordinates the Reel Success program, providing guidance and support to returning students. This position combines early-stage account resolution, student success coaching, and program coordination. The Assistant Director works directly with former students to remove financial barriers, provide personalized repayment and forgiveness guidance, and support their return to Lakeland through degree completion planning, academic advising coordination, and resource navigation. In addition to financial outreach, the role coordinates the Reel Success program, collaborating with Admissions, Financial Aid, Registrar, Alumni Relations, and the Student Accounts Department to ensure a seamless and supportive re-entry process. The position plays a crucial role in strengthening student persistence, reducing account escalation to external collections, and building long-term relationships that support both student success and institutional sustainability.

Requirements

2-4 years of experience in collections, accounts receivable, billing, or sales.
Strong written and verbal communication skills.
Proficiency with Microsoft Office Suite and other related software.
Ability to handle confidential information with integrity and professionalism.

Nice To Haves

Bachelor's degree in business, finance, higher education, or related field (or equivalent experience).
Experience in higher education or student services.
Knowledge of ethical and legal practices in collections.
Ability to analyze account data and prioritize outreach.

Responsibilities

Conduct outreach to former students by phone, email, and mail to address outstanding balances.
Communicate using professional, supportive, and student-centered language.
Offer and facilitate individualized payment plans for former students.
Monitor repayment progress and maintain accurate account documentation.
Track and report account status, outreach outcomes, and recovery metrics.
Identify accounts requiring escalation and prepare documentation for review.
Recommend improvements to outreach processes, communication strategies, and workflows.
Explore and propose automation options for reminders, reporting, and tracking.
Collaborate with Business Office, Registrar, Alumni Relations, and Financial Aid teams.
Coordinate the Reel Success program, including recruitment, advising, recordkeeping, and progress tracking.
Provide guidance to returning students regarding degree completion, tutoring, mentoring, and financial readiness.
Assist the Financial Aid Office by contacting individuals with outstanding Federal loan balances.
Work with former students to develop a budget for living expenses and repayments to Lakeland, as well as federal or private loans.
Back up for Director of Student Accounts.
Other duties as assigned.