This position reports to the Associate Director of Student Account Assistance & Third-Party Billing and works collaboratively with the One Stop management team to provide leadership within the organization to support the management and oversight of all Third-Party Billing operations and Student Account Assistance payment processing operations. This position is expected to be an effective manager of both people and projects, and is committed to providing and improving service through operational excellence and continuous improvement.
This position is responsible for the direct supervision of 4 Principal Account Specialists. Primary responsibilities include hiring, coaching, supervising and evaluating staff, promoting a high level of customer service, and overseeing day-to-day functions of third party billing and student account payment processing. This position serves as a central point of contact, providing guidance and fostering collaboration with students, departments, and outside sponsoring agencies to ensure seamless and efficient operations. This position also requires a high degree of professional judgment, training, critical thinking, and project management skills to be successful working with University and system wide projects and initiatives.
Academic Support Resources supports hybrid and flexible working arrangements. Work arrangements are determined in coordination with supervisors depending on the nature of the unit and position. The arrangement for this position will be determined upon hire between employee and supervisor.
For more information on flexible work arrangements, please visit this link: https://hr.umn.edu/Employees/Current-Employees/Work-Flexibility/Overview-Work-Flexibility
Essential Job Functions
Supervision/Management: (50%)
Responsible for the daily supervision of four full-time staff and the indirect supervision of two student employees including hiring, training, performance management, and coaching.
Establish work priorities, assignments, and deadlines for staff.
Partner with staff to provide the necessary tools and resources to perform their jobs efficiently and effectively.
Manage the entire lifecycle of the third-party billing process from authorization receipt to payment.
Assist customers and staff with complex issues, providing resolution for all referrals from internal and external units.
Solve escalated, complex issues using professional judgment and individual discretion.
Conduct high level policy decisions regarding third-party billing, student tuition account management, and borrower loan account management.
Identify inefficiencies to promote operational excellence and coordinate process improvements of service to students and the University community.
Serve as authorized signer when required by sponsored authorization.
Demonstrate and promote a high level of customer service. Demonstrate and support a culture of diversity, equity, and inclusion.
Project and Process Management: (20%)
Lead or provide direction on large scale projects that strategically enhance One Stop Student Services and University goals including, but not limited to: â—‹ Internal and external billing authorizations â—‹ Full-time Staff Training â—‹ Academic Support Resources/One Stop Student Services Communications related to Student Account Assistance and Third-Party Billing â—‹ Financial Wellness
Provide leadership and oversight of the payment processing operations for student tuition/fees account receivables, third-party billing receivables, and student loans received via online payment vendors, lockbox, in person, direct mail or wire. Work collaboratively with the Office of Student Finance-Fiscal unit on reconciliation, research, and review of any payment processing matters.
Serve as a unit representative on the System Student Finance Council (SSFC) and System Financial Aid Council (SFAC).
University and Community Ambassador for Student Account Assistance/Third-Party Billing (20%)
Orchestrate collaboration efforts amongst Academic Support Resources units and other University departments (e.g., Office of Information Technology, Tax Office, College of Continuing and Professional Students, International Student and Scholar Services, University of Minnesota system campuses, and collegiate units etc.) to promote University goals of operational efficiency and the creation of a welcoming University environment.
Act as a coordinating entity for various university officials to ensure multi-faceted student situations are managed with care and confidentiality.
Provide knowledge, expertise, and solution options to complex university policy or procedural situations.
Present and train on new concepts and best practices at local, regional, and national conferences, and share knowledge with national higher education leaders.
Attend training, workshops, and other professional development opportunities to maintain and increase knowledge base.
Reconciliation, Reporting, and Analytics (10%)
Work collaboratively with the Office of Student Finance-Fiscal unit staff on the reconciliation of the loans cash clearing account, campus-based loan funds, student tuition receivables, and third-party payments.
Work collaboratively with Office of Student Finance-Fiscal unit staff and Morrill Hall Shared Services staff to ensure the General Ledger processing is working correctly, and that staff use proper account strings and processes to produce all needed documents.
Perform data analysis and provide reporting surrounding payment processing and third-party invoicing.
Oversee and manage vendor payment processing. Lead efforts to investigate and resolve discrepancies related to check and electronic fund transfer transactions, ensuring timely and accurate financial reconciliation.
Required Qualifications
BA/BS degree with at least 6 years of relevant work experience or masterâ™s degree with at least 4 years of relevant work experience
Ability to analyze and interpret data and make independent decisions
Sensitive to cultural diversity and ability to communicate and interact effectively with people of all ages and identities
Ability to multitask and prioritize work for self and others
Effective communication and customer service skills
Preferred Qualifications (Core Competencies)
Experience working at the University of Minnesota or a similar multi-campus university
The University of Minnesota, founded in the belief that all people are enriched by understanding, is dedicated to the advancement of learning and the search for truth; to the sharing of this knowledge through education for a diverse community; and to the application of this knowledge to benefit the people of the state, the nation, and the world.
