REQUIRED QUALIFICATIONS:

• BA/BS degree with at least 10 years of relevant work experience or Masters degree with at least 8 years of relevant work experience
• Previous supervisory/management experience
• Direct experience working at an institution of higher education
• Previous work experience in student services, bursar, student/loan accounts receivables, or collections
• Experience managing projects and/or project teams

PREFERRED QUALIFICATIONS:

• Master’s degree
• Experience working at the University of Minnesota or a similar multi-campus university
• PeopleSoft experience (i.e., Campus Solutions, PeopleSoft Financials/Enterprise Financial System)
• Salesforce Customer Relationship Management experience
• Excellent verbal and written communication skills, and ability to communicate and build relationships across departments
• Excellent organizational and time management skills
• Ability to manage multiple priorities

Priority Application Deadline: Friday, March 17

Hiring Salary Range: $90,000 - $100,000 DOQ

This position reports to the Director of One Stop Student Services and works collaboratively with the Student Account Assistance and Third Party Billing management team to provide leadership within the organization to support the management and oversight of student account and campus-based loan account billing and collections. The position is expected to be an effective manager of both people and projects, and is committed to providing and improving student services through operational excellence and continuous improvement.

The position is responsible for the direct supervision of 3 managers. The direct supervision duties include recruitment and hiring, training and onboarding, performance management, professional development, delegation of work assigned, and coaching. This position also provides leadership for various projects and committees and is given a high degree of autonomy when implementing projects, procedures, and solutions to identified issues.

It is extremely important that the associate director work collaboratively and cooperatively with other University departments and administrators to forge and build partnerships and relationships across the enterprise to ensure efforts are consistent with the goals and mission of the University of Minnesota as a whole. This position will be working closely with the Associate Director in One Stop Student Services in an effort to create a cohesive, team-oriented environment with opportunities for a higher level of collaboration and an improved student experience.

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.

Supervision/Management 35%

• Responsible for the daily supervision/management of 3 full time managers (who supervise 12 full time civil service and bargaining unit staff). Supervision/management responsibilities include, but are not limited to: hiring, training, formal and informal performance appraisals, delegation of work assigned and on-going work performance coaching.
• Work with Student Account Assistance and Third Party Billing staff to provide the necessary tools and resources to perform their jobs efficiently and effectively.
• Manage the billing, payment, and collections processes for tuition/fee receivables and campus-based student loan programs for Crookston, Morris, Rochester, and the Twin Cities campus. Oversee any posting needed to be done by staff into either system.
• Utilize performance metrics and other data to inform decisions to maintain an effective and efficient operation.
• Determine and implement solutions to complex issues affecting students, staff, faculty, and external customers at the University. Resolve referrals from the Office of the President and other University administration regarding student billing and collection services.
• Provide expertise and recommendations on high level policy decisions regarding student account billing and payment processes, third party/internal billing processes, collections, student accounts receivables, institutional loan billing/collections, and related tax forms/processes.
• Identify inefficiencies to promote operational excellence and coordinate process improvements of service to students and the University community.
• Demonstrate and promote a high level of customer service. Demonstrate and support a culture of diversity, equity, and inclusion.

Project and Process Management 35%

• Administration of the contract/service agreements with our outside loan servicer. Assist with security decisions, testing, maintenance of system documentation, and monitoring reports.
• Provide administration and oversight of the loan collection and student account collection imaging system drawers, including identifying document types and workflow for those documents.
• Provide leadership and oversight of the payment processing operations for student tuition/fees account 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.
• Provide decisions and oversight of the set up and maintenance of the data warehouse tables related to student/loan account information including managing security access for these tables and producing any needed queries and reports from these tables as requested.
• Prepare Request For Proposals (RFP) for student account/ loan collection agencies, loan servicing, and electronic billing/payment vendors in collaboration with other ASR and Purchasing Services staff. This includes preparation of the RFP document, setting up review teams, overseeing the reviews of all responses, setting up scoring models, and preparation of all documents.
• Oversee the maintenance of all collection letters and publications used by staff for payment processing, billing, and collections purposes.
• Coordinate the receipt, processing and filing of student loan disclosures and student loan promissory notes. Obtain reports needed for assisting in the tracking of lost promissory notes and the request for replacements.
• Work collaboratively with ASR Information Technology and Office of Student Finance staff to produce and maintain the 1098T tax form filings to students and the IRS. Coordinate with the University of Minnesota Tax Director and One Stop Student Services on any website information, materials and notices created or sent out regarding tax filings.
• Ensure compliance with federal and state regulations related to billing, collections, and campus-based loan programs. Collaborate with subject matter experts to complete risk assessments.

University and Community Ambassador for Student Account Assistance/Third Party Billing 20%

• Provide knowledge, expertise, and solution options to complex university policy or procedural situations.
• Collaborate with a variety of offices/departments (e.g., Office of Information Technology, Tax Office, collegiate units, and other University of Minnesota system campuses) to promote University goals of operational efficiency and the creation of a welcoming University environment.
• Research through various methods related to best practices, new innovative ideas or ways to provide more effective and efficient service.
• 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 and the campus-based loan funds.
• Assist with the preparation of the Annual Operating Reports and FISAP for Crookston, Morris and the Twin Cities campuses. Assist with reconciling and correction of errors in these reports and the setup of any new reports as the University enters into new loan programs.
• 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.
• Create requests to pay vendors for services used.

The mission of Academic Support Resources (ASR) is to make a positive difference in students’ lives. This mission includes the entire UMN system, of which ASR provides significant support to each campus and values their collaboration to improve the student experience. ASR is committed to cultivating and sustaining an environment that is diverse, equitable, and inclusive. We are better able to serve and represent our University community by ensuring we value differences and individuality. The knowledge, skills, and abilities of all ASR employees include job knowledge, communication, problem solving/analysis, development, leadership, teamwork, and customer service.

Student Account Assistance & Third Party Billing are units within the One Stop Student Services umbrella of student services. One Stop provides quality, professional service in support of students' academic and financial objectives. The Student Account Assistance and Third Party Billing units provide management and oversight of student account tuition/fee billing/receivables, student loan billing of various campus-based programs, student loan entrance/exit counseling, federal tax reporting (1098T & 1098E), collections of delinquent student tuition accounts and student loan accounts, and the billing of tuition and fees to both internal and external sponsors.

Applications must be submitted online. To be considered for this position, please click the Apply button and follow the instructions. You will be given the opportunity to complete an online application for the position and attach a cover letter and resume.

Additional documents may be attached after application by accessing your "My Job Applications" page and uploading documents in the "My Cover Letters and Attachments" section.

To request an accommodation during the application process, please e-mail employ@umn.edu or call (612) 624-UOHR (8647).

The University recognizes and values the importance of diversity and inclusion in enriching the employment experience of its employees and in supporting the academic mission. The University is committed to attracting and retaining employees with varying identities and backgrounds.

The University of Minnesota provides equal access to and opportunity in its programs, facilities, and employment without regard to race, color, creed, religion, national origin, gender, age, marital status, disability, public assistance status, veteran status, sexual orientation, gender identity, or gender expression. To learn more about diversity at the U: http://diversity.umn.edu

Any offer of employment is contingent upon the successful completion of a background check. Our presumption is that prospective employees are eligible to work here. Criminal convictions do not automatically disqualify finalists from employment.

Please note: All employees at the University of Minnesota are required to comply with the University’s Administrative Policy: COVID-19 Vaccination and Safety Protocol by either providing proof of being fully vaccinated on their first day of employment, or complete a request for an exemption for medical exemption or religious reasons. To learn more please visit: https://safe-campus.umn.edu/return-campus/get-the-vax

The University of Minnesota, Twin Cities (UMTC)

The University of Minnesota, Twin Cities (UMTC), is among the largest public research universities in the country, offering undergraduate, graduate, and professional students a multitude of opportunities for study and research. Located at the heart of one of the nation's most vibrant, diverse metropolitan communities, students on the campuses in Minneapolis and St. Paul benefit from extensive partnerships with world-renowned health centers, international corporations, government agencies, and arts, nonprofit, and public service organizations.