Associate Director of Student Accounts

Role Description

The Associate Director of Student Accounts provides strategic leadership and operational oversight for the Office of Student Accounts across the colleges of The Community Solution. This position directs and mentors a team of student accounts advisors, develops and implements departmental processes and procedures, and ensures compliance with institutional, federal, and state regulations. The Associate Director serves as a collaborative partner with the Registrar's Office, Academic Advising, and Title IV Financial Aid Administration to support holistic student success. This role also leads staff training and development efforts, ensuring a knowledgeable, high-performing team.

The Associate Director is student-centered and has a strong command of customer service and the student finance lifecycle.

• Operations & Compliance:
  • Co-manage the day-to-day operations of the Student Accounts Office, ensuring efficient workflows, service consistency, and a high-quality student experience.
  • Oversee the assessment and posting of all tuition and fees, ensuring accuracy, completeness, and compliance with institutional billing policies.
  • Conduct weekly quality assurance reviews of Title IV credit balances, ensuring accuracy and compliance with federal financial aid regulations.
• Student Engagement & Retention:
  • Develop and deploy proactive engagement strategies to guide students toward timely commitment to financing plans, reducing barriers to enrollment and retention.
  • Analyze billing hold trends within CNS, partnering with college Student Services teams to develop data-informed strategies that support student retention and re-enrollment.
  • Monitor past-due student accounts and oversee advisor outreach, ensuring consistent follow-up and timely resolution.
  • Develop and execute targeted student communications to address outstanding balances, billing updates, and financial deadlines in a clear and student-centered manner.
• Team Leadership & Development:
  • Supervise and evaluate team performance through regular QA reviews of advisor calls, form processing, and customer service scorecards.
  • Lead new hire onboarding and training, equipping incoming staff with the knowledge and tools to deliver exceptional student financial services.
  • Serve as the primary escalation resource for complex or sensitive student inquiries, providing timely resolution and guidance to Student Accounts Advisors.
• Reporting & Analysis:
  • Compile and distribute monthly KPI reports related to email and phone volume, translating data into insights that inform staffing and service delivery decisions.
  • Perform additional duties as assigned by the Director of Student Accounts.

Qualifications

• Demonstrated knowledge of business and management principles, including strategic planning, resource allocation, and human resource modeling.
• Proven ability to apply, adapt, and enforce policies and procedures to achieve specific operational and compliance objectives.
• Excellent customer service skills, including the ability to maintain quality standards and evaluate student satisfaction.
• Strong verbal and written communication skills, with the ability to clearly explain complex financial information to students and staff.
• Proficiency in Microsoft Office Suite, including Outlook, Excel, Word, and Teams.
• Strong critical thinking and decision-making skills, with the ability to handle complex or sensitive situations with confidence.
• Excellent organizational and time management skills, with the ability to manage multiple priorities in a fast-paced environment.

Requirements

• Bachelor's degree in Business Administration, Finance, Higher Education Administration, or a related field required.
• Minimum of 3 years of progressive experience in higher education, accounting, finance, or a related field.
• Supervisory or people management experience, including coaching, performance evaluation, and team development.
• Experience with student records management systems such as Banner, Anthology Student, or PeopleSoft.
• Experience working under and interpreting federal and state regulations related to student aid disbursement, billing, and account management.

Preferred

• Master's degree strongly preferred.
• Prior experience in a student accounts, bursar, or financial services environment within a higher education setting.

Working Conditions

• This is a fully remote position; employees must have access to a reliable internet connection and a dedicated, professional workspace conducive to productivity and confidentiality.
• This role is primarily sedentary in nature, requiring extended periods of sitting and working at a computer.
• Occasional travel may be required for institutional meetings, training, or college-related events.

Benefits

• Generous compensation and benefits package.
• Generous paid time-off.
• Medical and dental insurance coverage.
• Life and disability insurance.
• Retirement plan with employer contribution.
• Multiple flexible spending accounts.
• Tuition reimbursement.

Application Process

Please note the screening, recruitment, and selection process is managed by recruiting staff and hiring managers with the aid of artificial intelligence to evaluate candidates against job requirements. When you apply, it is recommended you utilize the option to parse your resume into the application. To ensure your experience is accurately reflected, please review and complete all application fields—even if you auto-fill from your resume.

For the best results, tailor your resume to the job description, highlight key qualifications and skills, and use clear, consistent formatting. This helps our AI tools read and assess your application more effectively. We are committed to regularly monitoring the process for fairness and remove personally identifiable information during evaluation.