Director, Student Account Services

Southern Methodist University • Dallas, TX

33d • Onsite

About The Position

This role is an on-campus, in-person position. Job Summary: The Director of Student Account Services (SAS) is an integral part of the leadership of Student Financial Services. This role has the responsibility of setting strategic directions, policies, and procedures for the area. Reporting to the AVP of Student Financial Services, the Director is responsible for supervision of the Student Account Services staff and will create an environment that is compliance oriented, customer service focused, and accountable for specific outcomes related to the administration and delivery of financial support and collections programs. This role must exude strength on both a technical and interpersonal level with a results-driven mindset. This ability will align campus culture with a student-focused environment where staff are passionate about their roles, connected to SMU goals, work collaboratively, and understand their purpose to create a positive student experience, while managing tuition revenue recovery.

Requirements

• Bachelor's is required.
• A minimum of 5 years of relevant experience is required
• MS Excel, Word, PowerPoint and Outlook are all required
• Candidate must demonstrate strong interpersonal and verbal communication skills, with the ability to communicate broadly across the University and develop and maintain effective relationships with a wide range of constituencies. Must also demonstrate strong written communication skills.
• Candidate must possess strong problem-solving skills with the ability to identify and analyze problems, as well as devise solutions. Must also have strong organizational, planning and time management skills.
• Demonstrate the ability to articulate and perform an effective approach to leadership, supervision and management responsibilities is required.
• Tact and diplomacy, friendliness, supervisory skills, sense of humor, adaptability, strong verbal and written communication skills, mathematical fluency, and eagerness to serve students and families are essential aspects of the work.
• Requires thorough understanding of Student Account processes and service and strong skills with interpretation and development of policies, and procedures.
• Problem solving related to Student Account Services in accordance with policies and regulations is required.
• Ability to advance strategy in meeting deadlines, revenue recovery strategies, access and inclusion at the University.

Nice To Haves

• PeopleSoft/Oracle Student Financials experience preferred

Responsibilities

• Manage a complex caseload with competing deadlines; lead a talented team through large-scale projects, and mentor team to communicate effectively to students, campus partners, and team members. Maintain a subject-matter expert level of knowledge on managing a significant student accounts services operation that is student-centered. Direct student account projects, caseloads and workflow for staff.
• Develop effective working relationships across department and division boundaries to ensure that projects and initiatives are successful. Use technology and data informed strategies to streamline processes across teams to support access and retention strategies for students from various backgrounds. Ability to explain complex details about the student account and a wide range of business processes.
• Leads professional, comprehensive, efficient and courteous customer service, post payments, removal of student account holds, manage payment plans, loan advisement, and process, analyze charges and payments, verify financial aid refunds and data. Triage and handle incoming mail, email and calls. Handle resolution of student/parent complaints, actively mentor direct reports.
• Transfer funds in student accounts and assist with collections of past due accounts. Create strategies for payment collection, working closely with Financial Aid and Mane Desk partners. Identify students who need assistance and work with other campus leaders to support students in financial distress. Approve accounts for enrollment cancellation and communicate to the Registrar's Office.
• In coordination with other staff, develop and lead staff training modules and sessions for new and current staff and the SMU community to stay abreast of changes to federal, state, and institutional guidelines, procedures, and regulations. Develop and maintain quality control processes for top customer service and accurate student accounts review.
• Maintain strong relationships and partnerships with other critical units on campus to ensure exceptional service to our students. These partnership may include admissions (undergraduate and graduate), academic advising, Budget and Finance, graduate offices and other graduate schools, the SAES, student life, and athletics. Participate in committees having to do with student financial support and other work-related endeavors.
• Participate in webinars, presentations, videos and other sessions for incoming and continuing students and other stakeholders to educate them on payment and billing options, important dates, and other key student account topics.
• The Director is expected to play a lead role in acquiring and helping other staff to acquire continuous professional development and training to maintain current knowledge of state and federal regulations and university policies and procedures, to ensure top level customer service and program compliance.
• Other duties as assigned.
• Collaborates closely with the AVP of Student Financial Services to advance university financial goals. Provides timely and accurate collections data, and develops proactive, solution-oriented strategies to optimize student account management and tuition/misc. revenue recovery.
• Some weeknight/weekend and work is required. The Director will travel to workshops and conferences.

Benefits

• SMU offers staff a broad, competitive array of health and related benefits. In addition to traditional benefits such as health, dental, and vision plans, SMU offers a wide range of wellness programs to help attract, support, and retain our employees whose work continues to make SMU an outstanding education and research institution.
• SMU is committed to providing an array of retirement programs that benefit and protect you and your family throughout your working years at SMU and, if you meet SMU's retirement eligibility criteria, during your retirement years after you leave SMU.
• The value of learning at SMU isn't just about preparing our students for the future. Employees have access to a wide variety of professional and personal development opportunities, including tuition benefits.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Industry: Educational Services
• Number of Employees: 1,001-5,000 employees