General Summary of Position:
This being a promotional opportunity, only current UML Employees within the same Bargaining unit are eligible to apply for this position.
The Collections Manager is responsible for overseeing the collections of past due student accounts to reduce outstanding student receivables, as well as overseeing the analysis, planning and implementations of new collection processes and policies. This position requires broad knowledge of the University’s policies and procedures in Admissions, the Registrar’s Office and Financial Aid, in addition to specialized and extensive knowledge in Student Financial Services.
1. Identify past due accounts as potential candidates for pre-collection effort and subsequent placement with an external agency utilizing various reporting tools and systems.
- Monitor and maintain collection placement schedule by reviewing and initiating service indicator changes; assign/remove indicators by group when appropriate.
- Code accounts for upload to A/R Collect; verify communication schedules are set in accordance with current notification schedule; generate campaigns to engage graduated and non-returning students regarding their balances.
- Counsel students and parents on various payment options available; authorize student-specific strategies for repayment when applicable.
- Respond to appeal submissions and update accounts eligible for suspension of collection activity while appeals are in review, if applicable.
- Oversee and audit compliance with FDCPA Regulation F, including accurate account and communication date reporting to collection agencies upon placement.
- Refer accounts to third party agencies when in-house collection efforts have been exhausted.
- Serve as resource and liaison to third party collection agency representatives; compile account documentation upon request or notice of a dispute.
2. Update systems and communications to comply with evolving state and federal collection regulations. Review and manage all facets of University Write-Off process and State Intercept Program.
- Submit accounts eligible for write-off in student system to Director, Controller, and Vice Chancellor of Finance & Operations.
- Confirm dunning notices and final demand letters have been sent to students following schedule defined by 815 CMR 9 or other applicable state/federal regulations.
- Identify accounts eligible for placement with State Intercept Program.
- Confirm payment information when received; post charges to offset payments.
- Update balances in PeopleSoft SA and State Intercept database as payments are received; reconcile accounts across both systems.
3. Analyze and maintain receivable and collection modules in PeopleSoft SA and A/R Collect (Flywire) for areas of improvement and enhancement, with success defined by ease-of-use for former and potentially returning students, leading to lower outstanding receivables/increased re-enrollment of former students over time.
- Partner with University departments (on campus and in system) and vendors to improve interface and functionality between PeopleSoft and vendor products, including payments, automatic communications, and payment plans.
- Develop service indicator coding standards for added accuracy and comprehensibility of placement along delinquent receivable timeline.
- Prepare and analyze AR report summaries to the Controller’s Office that is shared with Executive Cabinet.
4. Provide managerial support to University staff regarding student account matters when required.
- Respond in detail to all student disputes and inquiries that require manager review, whether received directly from the student, via student request through a collection agency, or through a different University department.
- Work with University General Counsel when disputes received require legal expertise.
5. Review graduation applicants for outstanding balances.
- Set holds on accounts with prior balances and communicate hold impacts to expected graduates.
- Maintain database of diploma holds and dates for release, contingent on payment clearance.
- Report placement and release of holds to Registrar’s Office.
- Work with students seeking earned degree confirmation to find a suitable alternative to presentation of physical degree for employment, credentialing, or professional exam requirements.
6. Compile the list of students that should not receive an eBill and compare it against the list that UITS sends.
- Confirm billing populations for both eBills and paper notices, work to troubleshoot selection issues, if any.
- Utilize process to identify past due accounts for pre-collections.
7. Work with the Assistant Director and other campuses to develop and implement collection policies and procedures.
- Review evolving local, state and federal regulations in order to recommend updates to policies and procedures.
- Monitor collection contracts for validity and contract end dates.
8. Complete reconciliations of collection efforts and programs; compile month and year-end analyses to determine success rates.
Minimum Qualifications (Required):
- Bachelor’s degree in Business Administration or a related field
- 7 - 10 years’ experience in Student Financial Services:
- Collections/Account Receivable
- Functional experience with PeopleSoft Student Administration or other student relational database systems
- In a professional office environment interacting with customers and accounting/account-related responsibilities
- 5+ years’ Supervisory Leadership Skills
Additional Considerations:
- 2+ years’ demonstrated experience working with CRM tool such as Salesforce
- 2+ years’ experience working within Flywire AR Collect or other student collections software
- Demonstrated experience with computerized office systems, including Microsoft Office applications such as Word, Access, Excel, Outlook, etc.
- Demonstrated experience with query reporting tools
- Excellent interpersonal and public communications skills
- Ability to respond to difficult situations diplomatically
- Ability to multi-task and work effectively in a fast-paced environment
- Knowledge of (FERPA) Family Educational Rights and Privacy Act
Preferred Qualifications:
- Master’s Degree (MBA) or other related field
Special Instructions to Applicants:
This being a promotional opportunity, only current UML Employees within the same Bargaining unit are eligible to apply for this position.
This is an SEIU 888 Professional Union position, Grade P18.
Please include a resume and cover letter with your application. Names and contact information of three references will be required during the application process.
