Student Accounts Supervisor

University of Central Florida • Orlando, FL

2d • $48,722

About The Position

UCF’s Financial Affairs department is seeking a Student Accounts Supervisor to support the day-to-day operations of Student Account Services while ensuring compliance and a strong customer service experience. This role oversees staff supporting tuition and fee processes, payments, waivers, and related student account functions, and serves as a key point of contact for escalated student and family inquiries. The Student Accounts Supervisor plays an important role in maintaining compliance with University, State, and Federal policies, supporting cross-departmental partners, and helping ensure accurate and efficient student account operations. The position also contributes to process improvement and communication to support consistent service delivery.

Requirements

• Bachelor's or Master's degree and 4+ years of relevant experience or an equivalent combination of education and experience pursuant to Fla. Stat. 112.219(6).

Nice To Haves

• 4+ years of experience in account management, billing, or financial operations in structured environments (e.g., higher education, healthcare, government, or corporate sectors).
• Experience supervising staff or providing informal leadership, such as mentoring, training, or guiding others in policy-driven environments.
• Experience providing customer service and resolving financial inquiries in high-volume settings.
• Knowledge of billing processes, such as payment processing, third-party billing, waivers, and refund procedures.
• Demonstrated ability to analyze financial data, identify discrepancies, and recommend or implement process improvements.
• Proficiency in Microsoft Excel, including use of formulas, pivot tables, and data analysis tools.
• Familiarity with enterprise financial systems (e.g., PeopleSoft, Workday, or similar platforms).

Responsibilities

• Supervise staff in addressing inquiries about accounting entries, tuition and fee charges, waivers, Florida prepaid, third-party billing, deferrals, direct deposit, refunds, loans, collections, payment processing, and 1098T tax statements.
• Ensure tuition and fee information is communicated clearly to prevent misunderstandings about payment responsibilities.
• Handle high volumes of calls and emails from students and families during peak periods.
• Resolve escalated customer service issues and coordinate with the Ombuds Office for complex cases.
• Collaborate with other Student Account Services leaders on various programs and processes.
• Administer 24 tuition waiver programs, including UCF Employee, State Employee, Foster Care, STEM, Active-Duty Military, and more. Ensure waivers are reviewed and processed in compliance with state, BOG, BOT, and university regulations. Report waiver usage to Human Resources for benefits administration and payroll withholding each term. Communicate with departments about course enrollment and waiver eligibility.
• Oversee the processing of academic record changes for graduate and undergraduate students, including course withdrawals, late adds, and late drops. Maintain interdepartmental spreadsheets and communicate adjustments to students, ensuring they are aware of new due dates and potential drops for non-payment.
• Manage the tuition payment plan, including manual enrollment for students unable to enroll electronically. Ensure proper posting and application of payments, deferrals, and coordination with dining services for meal plan charges and adjustments. Request meal plan refunds for new credit balances when appropriate.
• Apply leadership and management principles to daily operations. Communicate changes, updates, and priorities for work completion. Serve as a communications manager for standard and targeted messages to students. Participate in university events and committees.
• Direct staff in assessing, reviewing, and canceling late fees. Audit and process late fee adjustments to the general ledger. Train staff on factors affecting late fee assessments. Process course drops and reinstatements, and communicate results to students, parents, and third parties. Enforce university policies with discretion.

Benefits

• Benefit packages, including Medical, Dental, Vision, Life Insurance, Flexible Spending, and Employee Assistance Program
• Paid time off, including annual and sick time off and paid holidays
• Retirement savings options
• Employee discounts, including tickets to many Orlando attractions
• Education assistance

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level