Director I, Student Account Services - Operations

College of Southern Maryland•La Plata, MD

1d•Hybrid

About The Position

Located 45 minutes from the Nation’s Capital and nestled in a history-rich region of Southern Maryland, the College of Southern Maryland (CSM) has twice been recognized by the Aspen Institute as one of the top 150 community colleges in the nation. CSM is also nationally ranked among the top 100 producers of minority associate degrees across many fields. With more than 100 academic programs, CSM is known for its student-centered focus, innovation, and responsiveness to our regional workforce and community. CSM offers excellent health insurance benefits; State Retirement Pension plan; wellness programs; Code Green early closure Fridays in the summer; college closure for spring break and several major holidays, including the week between Christmas and New Year; and for several days in March for Spring Break. We are an innovative institution committed to student success and well known for our flexibility to meet student and community needs. The Director I of Student Account Services - Operations is responsible for supervising, directing, and managing the daily operations of the Student Account Services Office (Bursar’s Office-BUR) overseeing the collection and deposit of all student and third-party receipts for tuition and fees in accordance with established procedures, regulations, and compliance. The Director I provides systematic research, account analysis, resolution of account billing anomalies and oversees the financial accuracy and integrity of financial data. This position is responsible for overseeing the operational and technical functions of Student Account Services, ensuring seamless integration of systems, compliance with regulations, and efficient service delivery across all campuses. The individual in this position performs senior level work under limited supervision with considerable latitude for the use of initiative and independent judgement.

Requirements

Bachelor’s degree is required.
Three years of supervisory experience.
Five years of progressive work experience in accounts receivable or business-related field.
Five years of work experience with Microsoft Office, email, chat, and phone communication, document imaging, spreadsheets, and usage of collaborating platforms or software.
Strong analytical, technical, organizational, and problem-solving skills are required.
Knowledge of and ability to comply with, relevant state and federal compliance requirements, standard accounting procedures, and college policies.
Demonstrates strong understanding of the college's mission and the importance of providing superior customer service to internal and external customers.
Strong oral and written communication skills and professional interpersonal skills during interactions with senior administration, faculty, staff, students, peers, and third-party payers.
Ability to prioritize diverse tasks, meet deadlines, shift priorities and work under pressure.

Nice To Haves

Experience with an integrated data system, preferably one-year Colleague experience.
Experience with payment processors, preferably one-year TouchNet experience.
Experience in higher education.

Responsibilities

Generates aging reports and verifies/reconciles outstanding balances for five subledgers.
Initiates review/corrections for residency, waivers, billing anomalies, course adjustments, and reconciliation of continuing education and credit ERP systems.
Assists Director II with maintenance of all Student Account Services web pages which includes non-credit/credit term-based payment plan updates, tuition increases, catalog amendments, policy/process updates, refund tables by semester, payment due dates, and other information.
Assists Director II with 1098T annual forms testing, reviewing, and disbursing via mail or portal.
Manages TouchNet student payment portal assisting staff and students with failed, voided, declined online and in-person credit card payments.
Generates daily TouchNet reports for ACC for Colleague Self Service and Lumens payment transactions.
Backs up Director II with daily reconciliations, Bank of America wire payments, and TouchNet reports.
Assists partnering Director I with creation and maintenance of 9 TouchNet MarketPlace web stores with 156 total product offerings, ensuring revenue is posted to the correct cost centers.
Updates include adjustments to verbiage, changes to graphics, and updates on events/offerings.
Provides itemized revenue reports to departments on demand, processing refund requests, and researches inquiries.
Manages [email protected] shared email.
Responsible for invoicing and posts payments for organizational scholarships with annual awards totaling $50,000.00.
Oversees payment plans for 3,263 credit students with annual revenue of $4,600,000.00.
Oversees payment plans for 28 credit-free students with annual revenue of $40,000.00.
Oversees contract invoicing and posts payments with annual revenue of $150,000.00.
Oversees third party sponsorship invoicing and posts payments with annual revenue of $925,000.00.
Oversees student/sponsor refunds with annual items of 8,200 totaling $8,200,000.00.
Oversees financial aid transmittals with annual items of 5,800 totaling $15,000,000.00.
Supervises the day-to-day activities of the office to ensure quality customer service and financial integrity.
Provides support to students and guardians regarding financial planning, education about financial obligations as well as the financial resources available to them; exercises sound judgement and confidentiality when interacting with students, parents, faculty, staff, sponsors, and other internal and external stakeholders.
Knowledgeable in policies and procedures and minimizes customer escalation.
Ensures compliance with regulations such as FERPA, GAAP, PCI, NACHA, and Title IV funding.
Maintenance of internal controls and process documentation of established and new implementations or policy changes.
Manages resolution of escalated issues arising from operations which require coordination with other departments.
Collaborates with the Director II in the planning, development, and implementation of intra/interdepartmental initiatives.
Proficient in managing and integrating enterprise resource planning systems including Ellucian Colleague, Modern Campus Lumens, TouchNet Student/UPay (Lumens)/MarketPlace, Trim Data FA Link, OpenScape, Perceptive Content ImageNow, Nebraska Book Company WinPrism, NEO Ed, Lythos, Bank of America CashPro and Works, MD State Central Collections FICO Debt Manager/MoveIT, SAP BI/CROA, Colleague, General Accounting Division (GAD), IRS Fire.gov, QuickBooks, and others.
Responsible for troubleshooting financial/operating software issues for QuickBooks, TouchNet, OpenScape, Colleague, and Lumens.
Works with IT/Campus Works as required.
Serves as back-up for Director II with maintenance of ERP parameter screens, setting up payment due dates, payment plan tiers, and tuition increases.
Manages all external invoice/payment portals required for third party payments including Tungsten, WAWF, NAWCAD, NSWC, DORS, Baltimore County, AIPortal, DCinvoicing, College of Illinois, myeducation, and others.
Oversees petty cash requests, reimbursements, change requests, cash draw requests for events, and draw audits.
Oversees office shared email accounts [email protected] , [email protected] , [email protected] , [email protected] , and personal email.
Supervises, troubleshoots, provides guidance, and handles escalated student inquires.
Office annually handles 3,800 phone calls and 1,500 interactions at the Prince Frederick, Leonardtown, and La Plata BUR windows.
Backs up Director II on processing and reconciling daily Colleague Ellucian, Lumens, and TouchNet MarketPlace sessions.
Coordinates staff schedules and locations to ensure window coverage at all three campuses.
Manages [email protected] which includes authorization/denial of vacation, sick, and partial days off requests.
Responsible for hiring and training new staff members, which includes multiple software platforms, policies, procedures, and documentation of staff job duties.
Reviews and electronically authorizes bi-weekly time entry for 5-7 staff members.
Responsible for all probationary and annual employee appraisals.
Reviews and approves mileage reimbursement requests.
Provides direct supervision, guidance, and performance management for the Student Account Specialist and Student Account Assistant positions.
Establishes clear performance expectations, conducts regular coaching and evaluations, and supports professional development to ensure high-quality service delivery, accuracy in account management, and compliance with institutional and regulatory standards.
Fosters a collaborative, student-centered work environment that promotes accountability, efficiency, and continuous improvement within Student Account Services Operations.
Analyzes financial data to identify trends, develop reports, and provide insights to support decision and policy making.
Provides data for annual FISAP, FAIS and IPEDS requests.
Provides documentation for annual CSM finance audits, VA, and financial aid audits.
Provides supporting documentation for all federal government requests for fraudulent activities.
Performs other related duties as assigned.