Director I, Student Account Services Operations

Located 45 minutes from the Nations 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 (Bursars 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.

Reports to: Director II Student Account Services

25% Financial Operations

• 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.

• Revenue generation of $183000 per fiscal year.

• Manages shared email. TouchNet serves as a secure payment processor for third party payments such as testing centers athletic camps/clinics conferences room rentals sponsor payments employee reimbursements student government activities welding certifications Velocity Center and other events.

• Responsible for invoicing and posts payments for organizational scholarships with annual awards totaling $50000.00.

• Oversees payment plans for 3263 credit students with annual revenue of $4600000.00.

• Oversees payment plans for 28 credit-free students with annual revenue of $40000.00.

• Oversees contract i nvoicing and posts payments with annual revenue of $150000.00.

• Oversees third party sponsorship invoicing and posts payments with annual revenue of $925000.00.

• Oversees student/sponsor refunds with annual i tems of 8200 totaling $8200000.00.

• Oversees financial aid transmittals with annual items of 5800 totaling $ .00.

50% Daily Operations

• 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 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 and personal email.

• Supervises troubleshoots provides guidance and handles escalated student inquires. Office annually handles 3800 phone calls and 1500 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.

20% Staff Management

• Coordinates staff schedules and locations to ensure window coverage at all three campuses. Manages 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

5% Financial Reporting and Audits

• 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.

Additional Duties

• Performs other related duties as assigned.

• Bachelors 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.

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

• This position may require financial disclosure.

• 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 colleges 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.

• The work is sedentary which requires exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly.

• Flexibility is required as evening and Saturday hours may be required during peak times.
• Will be required to be on campus to provide in-person customer service during operational hours.
• Must be available to provide coverage at other campus locations.
• Residential and secure Internet service required for remote work during scheduled and unscheduled college closures.

General Employment Information

The College of Southern Maryland is an Equal Opportunity Employer.

Background Checks

The College of Southern Maryland conducts background checks in order to ensure the safety and well-being of the Colleges staff and students. The final candidate for this position will be subject to the following background checks: Criminal History Check and Sex Offender Registry Check.

Conflict of Interest policy

No College of Southern Maryland employee shall engage in or have a financial interest directly or indirectly in any activity that conflicts or raises a reasonable question of conflict with his or her duties and responsibilities. CSM Employees shall not at any time engage in any outside employment or independent consulting that would adversely affect their employment status or performance as employees at the college create a conflict of interest or with the exception of constitutionally protected activities would compromise or embarrass the college or adversely affect professional standing. Any full-time college employee who also holds a full-time position or its equivalent in consulting elsewhere (whether permanent or seasonal) will be deemed to have a conflict of interest and will be asked to resign from one of the full-time positions. Full-time employees must promptly disclose in writing on a form available from the Human Resources Office to the college all other full-time employment or its equivalent in independent consulting.

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