Collections Account Analyst

Howard University

2d•$63,000 - $70,000

About The Position

The Talent Acquisition department hires qualified candidates to fill positions which contribute to the overall strategic success of Howard University. Hiring staff “for fit” makes significant contributions to Howard University’s overall mission. At Howard University, we prioritize well-being and professional growth. Here is what we offer: Health & Wellness: Comprehensive medical, dental, and vision insurance, plus mental health support Work-Life Balance: PTO, paid holidays, flexible work arrangements Financial Wellness: Competitive salary, 403(b) with company match Professional Development: Ongoing training, tuition reimbursement, and career advancement paths Additional Perks: Wellness programs, commuter benefits, and a vibrant company culture Join Howard University and thrive with us! https://hr.howard.edu/benefits-wellness BASIC FUNCTION: The Collections Counselor supports students with aging or past-due balances by providing clear, accurate, and compassionate financial guidance. The role conducts proactive outreach, explains payment options, resolves discrepancies, documents activity thoroughly, and collaborates with campus partners to help students regain good financial standing. The position ensures all counseling and communications align with university policies, federal regulations, and service quality standards. SUPERVISORY ACCOUNTABILITY: None NATURE AND SCOPE: The Collections Counselor serves as a frontline financial support specialist within Student Accounts, working directly with students whose balances require follow-up or repayment. The Counselor communicates regularly via phone, email, ticketing, and in-person appointments— occasionally during nontraditional hours—to explain account status, payment plans, holds, and next steps. The role requires strong communication skills, customer-service orientation, attention to detail, and the ability to support adult and traditional learners navigating financial challenges. The incumbent works closely with Collections Leads, Student Accounts Advisors, Cashiering Services, Financial Aid, the Registrar’s Office, Treasury, and other campus partners to resolve discrepancies, verify adjustments, and support the timely and accurate processing of payments. The Counselor reinforces university expectations while maintaining a student-centered, empathetic approach.

Requirements

Bachelor’s degree preferred; an equivalent combination of education and related experience may be considered.
Basic understanding of accounts receivable processess.
One to two years of experience in customer service, billing, student accounts, accounts receivable, financial aid, or another financial operations role.
Strong written and verbal communication skills, with the ability to explain financial concepts clearly and empathetically.
Ability to handle confidential information and comply with FERPA, FDCPA, and institutional guidelines.
Demonstrated ability to analyze account data, identify discrepancies, and escalate complex issues appropriately.
Experience with ERP or student information systems (Workday preferred; training provided).
Proven ability to manage multiple cases, deadlines, and follow-up tasks in a high-volume environment.
Ability to collaborate effectively with Financial Aid, Cashiering, Registrar, Treasury, and other campus partners.

Nice To Haves

Experience supporting adult learners or students facing financial hardship preferred.

Responsibilities

Conduct outreach to students with past-due balances to explain account status, payment requirements, repayment options, and consequences of nonpayment.
Provide empathetic, student-centered counseling on payment plans, outstanding charges, financial holds, and available resources.
Assist students with setting up, monitoring, and understanding payment plan terms, deadlines, and consequences for missed payments.
Conduct thorough account reviews, identify discrepancies, and escalate complex or unusual cases to the Collections Lead.
Process returned payments, verify financial adjustments, and coordinate with Financial Aid, Registrar, and Cashiering to ensure accurate account updates.
Maintain detailed documentation of all outreach, counseling sessions, follow-up actions, and resolutions in accordance with departmental policy.
Ensure compliance with FERPA, FDCPA, institutional procedures, and established scripts and communication standards.
Prepare routine reports and status updates to support monitoring of aging balances and collection activities.
Provide high-quality, professional customer service and reinforce university policy while helping students work toward financial stability.