Assistant Director of Student Accounts - Enrollment Management

Carnegie Mellon University • Pittsburgh, PA

4d

About The Position

At Carnegie Mellon University, “My heart is in the work” is more than a slogan — it’s a reflection of who we are. The Student Accounts Office is seeking an Assistant Director who will bring that same passion and dedication to our team. The Student Accounts Office is situated within the Enrollment Management division. This is an exciting opportunity if you thrive in an interesting and challenging work environment. You will serve as the primary contact for a diverse population of students at the University, and deliver timely, professional, and courteous customer service and problem resolution. In this role, you will serve as the liaison to one or more colleges and CMU locations around the world, provide a primary point of contact for students and staff, and promote consistent application of standard protocols. You will also work to identify the need for modification to existing policies and procedures and communicate any changes to impacted students and other CMU administrators through various orientation, training sessions, and communications. You will develop and implement creative solutions that encourage students to resolve past due accounts, and recommend at-risk students for placement with a collection agency. In doing so, you must apply university policy, procedures, and regulatory guidance to individual student cases consistently. Adaptability, excellence and passion are vital qualities at Carnegie Mellon. We are searching for a team member who can effectively interact with a varied population of internal and external partners with a high level of integrity. We seek someone who shares our values and will support the university’s mission through their work. You should demonstrate: Understanding and application of theoretical knowledge of accounting and/or business administration Excellent analytical, organizational, reasoning and problem solving skills Ability to maintain accurate and detailed records Ability to interact effectively with campus community and external customers; remain calm and composed when dealing with difficult individuals or situations Excellent verbal and written communication skills; specifically, communicating statistical data in a clear, concise manner Ability to prioritize work and handle multiple tasks simultaneously, meet deadlines, and handle confidential data

Requirements

• Bachelor's degree required; Master's preferred.
• Minimum five years of experience with student accounts, customer service, third party/sponsor billing, accounts receivable, and/or collections required; experience in higher education preferred.
• Demonstrated understanding of Family Educational Rights and Privacy Act (FERPA), the government's Wide Area Work Flow (WAWF) system, and federal, state and institutional aid and loan programs highly desired.
• Proficiency with full Microsoft Office Suite, Tableau, or similar business analytics tool highly desired.
• Experience with process mapping and flowchart software preferred.
• A combination of education and relevant experience from which comparable knowledge is demonstrated may be considered.
• Successful completion of a pre-employment background check
• Applicants for this position must be currently legally authorized to work for CMU in the United States. CMU will not sponsor or take over the sponsorship of an employment visa for this opportunity. The university is not a qualifying employer for the STEM OPT benefit: only the 12-month OPT may be used to work at Carnegie Mellon.
• Ability to work outside of normal business hours as occasional evening and weekend hours may be required.

Responsibilities

• Handle the management of one or more of SAO’s processes, examples of which include: Overseeing the submission of required documents for sponsored students and their sponsors in order to review, prepare and deliver sponsor invoices while maintaining compliance with federal privacy laws. Acts as the primary liaison for sponsored students, academic departments, and corporate, government, and international sponsor institutions. Overseeing the departmental Payroll Deduction process with involvement of Workday and Payroll. Overseeing our Perkins loan portfolio for students in payment. Overseeing SAO communications regarding balance due, billing messages, and other necessary communications.
• Assist with major processes like tuition and fee setup and charging.
• Monitor federal, state, and local regulations to ensure university compliance and modify university policies and procedures, as necessary.
• Maintain databases with relevant information necessary for providing a high level of customer service and utilize the information to respond to annual NACUBO survey.
• Review all student account balances and correspond with the Registrar's Office, Student Financial Aid Office, or other academic departments to verify the accuracy of tuition, fees, financial aid, or miscellaneous charges and credits. Make recommendations for collections, refunding, account adjustment, or other relevant action based upon findings.
• Process student refund requests in compliance with institutional and 'federal guidelines and coordinate with payroll and academic units as needed.
• Serve as backup for team members to accommodate for the complementary nature of peak times within the Student Accounts Office.
• Assist in the creation, maintenance, and improvement of office policies and procedures and corresponding website information.
• Create and present training materials on Student Account processes to groups: students, corporate, government, international sponsor institutions, and university staff
• Provide guidance to our remote campus locations.
• Provide general accounting support: post necessary adjustments to student accounts to remediate issues identified in monthly reconciliation process; post miscellaneous departmental charges to student accounts; post appropriate charges and credits for students who have forfeited their admission or otherwise require adjustment.

Benefits

• Benefits eligible employees enjoy a wide array of benefits including comprehensive medical, prescription, dental, and vision insurance as well as a generous retirement savings program with employer contributions.
• Unlock your potential with tuition benefits, take well-deserved breaks with ample paid time off and observed holidays, and rest easy with life and accidental death and disability insurance.
• Additional perks include a free Pittsburgh Regional Transit bus pass, access to our Family Concierge Team to help navigate childcare needs, fitness center access, and much more!

What This Job Offers

• Job Type: Full-time
• Career Level: Director