Operations & Collections Specialist

Operations & Collections Specialist

The Operations & Collections Specialist provides technical, operational, and collection support for Student Financial Services. The position is responsible for system maintenance and troubleshooting, data reporting and reconciliation, electronic data exchanges with external partners, student account collections, and operational support of billing, payment, and financial aid systems. The position serves as a technical resource for Student Financial Services staff and collaborates with campus departments to support student financial operations, regulatory compliance, and institutional objectives. This position reports to the Associate Director of Operations in SFS and works primarily at the Los Angeles location.

The duties and responsibilities include, but are not limited to, the following:

• Processes, maintains, monitors, and reconciles electronic transmission of data between Ellucian Colleague and all external partners such as Unisa, ELM, Nelnet, Dept of Ed, CSAC, COD, NSLDS, collection agencies, etc.
• Assists with analysis and preparation of data for internal and external reporting using current ERP system, Business Objects Web Intelligence, Informer, Microsoft Excel and other reporting and analytic software.
• Supports system configuration, testing, implementation, training, troubleshooting, maintenance, and continuous improvement of billing, payment, and financial aid systems.
• Coordinates with other departments on campus to support financial operations and Federal and State compliance requirements, University policies, and procedures.
• Ensures quality and distribution of daily, weekly, and monthly reports using systems such as Colleague, Business Objects, Informer, Excel, and Slate.
• Coordinates edits and prepares data reports, presentations, forms, and other documents to support the SFS and Enrollment teams.
• Composes and sends Electronic Notifications, including electronic Title IV Disbursement Notifications to students and parents, FAFSA reminders, past due notices, and outstanding requirements communications to all students.
• Creates and reviews active and inactive aging reports, monthly collection reports, and maintains aggregate collections and past due data for reporting.
• Reviews delinquent student accounts, assigns accounts to collection agencies when appropriate, sends past due notices, and determines collection actions in accordance with institutional policies.
• Places and removes holds on student accounts for non-payment.
• Takes in person check payments, disburses financial aid and payments to accounts, reconciles and facilitates payment plans, and contacts the payment processor to maintain accurate records.
• Makes outgoing calls as needed for past due accounts.
• Maintains department confidence and safeguards operations by keeping information confidential.
• Adheres to all safety and housekeeping policies and procedures.
• Performs other duties and special projects as assigned or directed.

Qualification Guidelines

Any combination equivalent to, but not limited to, the following:

Experience/Training/Education:

Required

High school diploma or equivalent supplemented with two years of additional college- level coursework or specialized training in a related field.

Three years of related experience in a similar position.

Preferred

Strong technical ability to understand many different types of software and proficiency using databases.

Knowledge and Skills:

Knowledge and understanding of current principles, practices, and trends in higher education.

Extensive understanding of higher education policies relating to student receivables, refunds, tuition liability and financial aid process.

Knowledge of applicable, federal, and state laws and regulations.

Ability to apply legal and policy standards.

High level of independent thinking and judgment.

Ability to understand many different types of software and proficiency using databases.

Analytical skills and detail oriented

Excellent oral, and written communication skills.

Strong internal service orientation and ability to collaborate effectively with campus partners.

Strong organizational skills in handling, directing, and prioritizing multiple and complex assignments/projects and maintaining records.

Ability to work independently with little direction.

Computer literacy and proficiency on Microsoft Office Suite including Outlook, Word, and Excel.

Ability to maintain confidentiality and act with professionalism, sensitivity, and neutrality.

Ability to use appropriate judgment when making decisions and recommendations.

Must be able to competently interact with a culturally and ethnically diverse population of students, faculty, and staff.

Physical Requirements/Working Conditions:

Working Conditions:

Standard office and field setting. Duties performed are primarily in an office environment while sitting at a desk or computer workstation or in meetings. At least minimal environmental controls to assure health and comfort.

Physical Demands:

Incumbents regularly sit for long periods; walk short distances on a regular basis; use hands and fingers to operate an electronic keyboard or other office machines; reach with hands and arms; stoop or kneel or crouch to file; speak clearly and distinctly to answer telephones and to provide information; see to read fine print and operate computer; hear and understand voices over telephone and in person; and lift, carry and/or move objects weighing up to 10 pounds.