Associate Director of Student Accounts

Merrimack College•North Andover, MA

1d•Onsite

About The Position

Reporting to the Director of Student Accounts, the Associate Director of Student Accounts will support the mission of Student Financial Services by providing in-depth information and efficient, accurate, and timely services related to student accounts for a diverse and multicultural population of students, faculty, and staff of the College. This includes student billing, accounts receivable, student refunds, cashiering, health Insurance, student taxation, veteran benefits, and third-party billing. This role collaborates with the Director of Student Accounts to ensure a seamless, efficient, and well-coordinated enrollment services experience. This role is responsible for strengthening service delivery, improving operational workflows, identifying opportunities for automation, and supporting the thoughtful use of technology, including emerging AI-enabled tools, to enhance student services and administrative processes. The position may include occasional evening and weekend availability, in person or remotely, during peak billing and enrollment periods.

Requirements

Bachelor's degree required, with 3 or more years of professional experience in higher education.
Experience with Jenzabar J1 / SIS systems, CASHnet, and Microsoft Product Suite.
In-depth knowledge base in student accounts, including knowledge of federal, state, and private rules, regulations, and guidelines governing the administration of general accounting principles for student accounts.
Knowledge of integrated software systems as well as Windows applications file management, and the ability and willingness to learn new systems.
High comfort level with technology and integrated system-process thinking. Excellent customer service, written, and interpersonal communication skills. Ability to actively listen and be empathetic, sensitive, and diplomatic when discussing issues with students.
Ability to maintain confidentiality regarding sensitive financial and personal information.
Ability to make decisions independently
Ability to understand complex processes and anticipate how changes impact other areas.
Ability to be adaptable, intuitive, and flexible.
Attention to detail
Flexibility to work some evenings and weekends throughout the year as needed.

Responsibilities

Work with front desk staff to ensure the accurate, efficient processing of student payments and other college income through proper cash management and compliance with college policies and procedures.
Generate and issue annual 1098-T and 1042-S forms in compliance with federal regulations.
Administer all billing, including third-party (sponsored) billing of student accounts in an accurate and timely manner.
Monitor student account aging reports, payment plans, payment due, student accounts, and collection with attention to detail and due diligence.
Coordinate with third-party vendors for all collection placements.
Coordinate the processing of all student refunds in accordance with federal, state, and school policy.
Work with the Financial Aid Director on posting and reconciling all financial aid funding.
Work with outside vendors to provide mandatory health insurance coverage for all non-insured 3/4-time students.
Supervise the receipt and deposit of all funds received by the College, including tuition, fees, room and board, Federal grants and other income.
Collaborate with other university departments to routinely test and manage system integration for business processes.
Keep up-to-date on federal rules and regulations that pertain to student finances such as cash management, form 1098-T/1042-S preparation, and collections.
Work with the VA Certifying Official to ensure accurate reflection of voucher on student accounts, timely notification of book voucher eligibility to the bookstore and billing as needed.
Update & maintain the tuition and fee waiver tables in the student information system for processing according to the Board of Trustees.
Remains current in best practices specific to areas of responsibility and ensures compliance with all board policies, state regulations, and federal regulations. Recommends and implements policies and procedures related to all areas of responsibility.
Provides periodic review and analysis for student accounts as needed to approve student refunds for payment, minimize overdue student balances, Coordinates registration processes in collaboration with the offices of the Registrar, Admissions and Financial Aid. Anticipates communication needs and prepares communications for the web, catalog and schedule of courses.
Supports and implements new college initiatives that impact student billings, payments or student accounts.
Identify, investigate and troubleshoot student, payment or other online system problems and coordinate with the campus IT department and/or external vendors for corrective action.
Provides a centralized area for cash depositing for the campus. Responsible for the safeguarding of cash and check handling campus-wide.
Adheres to the Family Educational and Privacy Act (FERPA) while managing sensitive confidential information to diagnose and analyze the various facets of each student's financial situation.
Support appropriate exploration and use of AI-enabled tools in student services and administrative processing, with an emphasis on efficiency, service quality, data stewardship, and responsible operational application.
Utilize advanced Excel skills for reconciliation, financial modeling, audit preparation, regulatory reporting, and data analysis to inform decision-making and institutional planning.
Perform other duties as assigned.