Director, Collections and Student Loan Repayment

Southern New Hampshire University

1d•$70,729 - $113,188•Remote

About The Position

The Director of Collections and Student Loan Repayment is a full-time leadership role responsible for the strategic oversight, performance, and continuous improvement of the university's student accounts collections operations and student loan delinquency prevention efforts. You will provide leadership to a team of Collection Agents focused on recovering past-due tuition and fee balances from students while maintaining a commitment to student service, compliance, and ethical collection practices. You will collaborate with campus partners to develop and implement collection strategies, monitor accounts receivable performance, and improve institutional goals related to financial stewardship and long-term sustainability. Also, you will oversee the university's cohort default rate management strategy, ensuring proactive interventions to support student success and institutional compliance. You will lead a team who counsel borrowers on loan repayment options, delinquency prevention, and default avoidance strategies, helping students navigate repayment while reducing institutional risk. You will report to the Associate Vice President, Student Financial Services. This is a remote position.

Requirements

HSD/GED and 5 years of progressive experience in collections, accounts receivable, or related financial operations.
2 years in a supervisory or management in a metric-driven environment.
Experience managing external collection agencies or vendors.
Strong communication skills, with the ability to handle escalated issues and sensitive financial conversations professionally and empathetically.
Demonstrated negotiation, conflict resolution, and problem-solving skills.
Strong analytical skills with the ability to build aging reports, performance metrics, and operational data in collaboration with the Data and Analytics team.
Ability to balance institutional financial objectives with student-centered service.
Highly organized with the ability to manage multiple priorities and deadlines in a fast-paced environment.
Proficiency with student information systems ( e.g. Banner), collections/AR platforms, and telephony systems (e.g. Five9).
Demonstrated commitment to confidentiality and compliance with FERPA and applicable regulations.

Responsibilities

Lead, hire, onboard, and develop collections, financial wellness, and repayment staff, ensuring effective training in systems, compliance, and student-centered service.
Set and monitor individual and team performance goals (e.g., recovery rates, call quality, contact volume) while fostering a positive, inclusive, and results-driven culture.
Oversee daily collections operations, including account prioritization, payment plans, settlements, escalations, and continuous refinement of strategies to maximize recovery.
Leverage systems, tools, and reporting to track portfolio performance, identify trends, and improve efficiency and outcomes.
Ensure full compliance with university policies, FERPA, and regulations through SOPs, quality reviews, and collaboration with Compliance and Legal teams.
Manage external vendors and collection agencies, including placement strategy, performance monitoring, and transfer of aged accounts.
Partner cross-functionally to resolve complex account issues, reduce barriers to payment, and support students, serving as an escalation point for sensitive situations.
Analyze data and reporting to identify root causes of delinquency and drive process improvements across billing, outreach, and repayment.
Present insights to leadership, lead cross-functional initiatives, represent collections in committees, and support broader SFS priorities.
Perform other related duties as assigned by the AVP, SFS.