account manager Remote
Job description
Essential Job Duties:
Assist the Director, Operations & Student Finance and Student Accounts Coordinators with training, monitoring, and motivating student accounts staff members to meet department goals and expectations
Provide leadership and assist in the training and development of new hires as well as current staff through leadership, communication, and guidance
Ensure customer compliance as it relates to collections law, fair practices, and the company’s financial policies and guidelines
Provide leadership and maintain regulatory compliance on financial aid issues and reports by maintaining a working knowledge of Federal, State, and Institutional Policies governing the various student aid programs utilized by University of Arizona Global Campus students, such as the programs provided by Title IV of the Higher Education Act of 1965
Apply knowledge and understanding of individual customer accounts to efficiently and effectively handle account balance inquiries, resolve account problems, billing disputes, misapplied payments, and other issues as needed to provide quality customer service
Oversee staff production and ensure overall Student Accounts staff are meeting or exceeding in the following areas: account aging and accounts receivable, stipend resolution, activities completed in CampusVue, and customer service incoming and outgoing calls, Activity in Regent
Monitor the holds on accounts and release the holds when deemed appropriate per departmental guidelines
Counsel students on the document intake, awarding, disbursement and withdrawal processes
Guide and counsel students to complete the appropriate forms by providing the information they need to fully complete their student financing process in a timely manner
Review and complete Regent tasks and review documents to ensure students are Ready to Package
Maintain a working knowledge of Federal, State and Institutional Policies governing Title IV student aid programs
Counsel students and taking payment plans/audit payment plans reviews
Review students that have been out less than 60 days and work with student to review Post Withdrawal Disbursement and R2T4 process
Additional Job Duties (include but are not limited to):
Monitor performance of Student Accounts Coordinators to ensure departmental goals are achieved
Conduct interviews and maintain employee timecards
Provide ongoing coaching and direction as required to ensure business objectives
Communicate with internal and external customers to resolve escalated issues
Provide reports to leadership, as needed
Advise students and their families as necessary on student finance matters
Research and provide assistance on escalated customer service issues and resolve accordingly
Work closely with all departments and implement processes in a team environment
Develop staff morale to be productive in a positive work environment
Provide excellent customer service and utilize effective communication skills
Provide opportunities for personal development of staff
Other duties/projects as assigned
Minimum Qualifications:
Bachelor’s degree required
Excellent verbal, written, customer service and management skills
Proficient computer skills: Microsoft Word, Excel, Outlook and PowerPoint
Knowledge of internal control concepts and principles
Good analytical skills
Strong interpersonal skills
Ability to work with minimal supervision and advise leadership on issues based on defined processes and practices
Three (3) years of experience with Federal, State, and Institutional Student Aid programs
Two (2) years of experience with account balance resolution
Supervisory experience
Preferred Qualifications:
Excellent Communication Skills: verbal, written, and oral
Must be able to multitask, prioritize responsibilities, manage and schedule shifts
Must have good conflict resolution, persuasion and negotiation skills
Must have the ability to mentor and train staff
Experience with Higher Education a plus
Education Requirements:
If a degree or education credit minimum is required for the position, all education must be conferred by a regionally accredited or approved nationally accredited institution. All candidates must provide proof of higher education (official transcripts) upon request.
Physical Requirements:
Physical Demands: While performing the duties of the job, the employee is regularly required to use hands and arms and talk or hear. The employee requires dexterity in using telephone, computer keyboard, mouse and calculator while seated at a desk. The employee is frequently required to stand, walk and sit. The employee may frequently move to interact with fellow employees and/or clients. Specific vision abilities required by this job include close vision, depth perception and ability to adjust focus.
Communication Skills:
While performing the duties of the job, the employee is required to read and comprehend instructions, correspondence and memos. The employee requires the ability to write effective and detailed correspondence and to effectively present information both in one-on-one and small group situations.
Mental Demands:
While performing the duties of the job, the employee is required to deal with stress associated with a fast-paced work environment and multiple priorities/tasks. The employee will be required to make judgment decisions and adapt to changing work situations, grasp and apply new ideas, communicate with various personalities at all levels and have the ability to apply common sense understanding to carry out detailed instructions.
Work Environment:
This position if a full-time remote position. Employs are responsible for providing a safe work environment with appropriate desk/table, chair and lighting as well as adequate internet service speed/ bandwidth for your work. The UAGC will provide you with the following equipment, subject to the needs of the employee’s position:
Computer
Cellphone and/or teleconferencing equipment
Anti-virus software
Office supplies
Rate of Pay:
Grade 11
$62,730 annually
For more information regarding this position, please contact us at [email protected].
UAGC shall, in all solicitations or advertisements for all employees placed by or on behalf of UAGC, state that all applicants who are qualified will receive consideration for employment without regard to sex, race, color, religion, sexual orientation, national origin, ancestry, citizenship, pregnancy, marital status, registered domestic partnership status, age, physical disability, mental disability, genetic information, gender identity, military or veteran status, service in the uniformed services, or any other consideration made unlawful by federal, state or local laws.
Where higher education meets technology – that’s The University of Arizona Global Campus. At UAGC, students discover relevant degree programs, innovative technology, and cherished tradition. UAGC offers associate, bachelor’s, and master’s online degree programs. The mission of UAGC is to provide high-quality, accessible, lower cost, and innovative, educational programs that meet the diverse needs of individuals pursuing advancement in their lives, professions, and communities. For more information, please visit www.uagc.edu , Facebook (https://www.facebook.com/UniversityOfArizonaGlobalCampus/) , Instagram (https://https://www.instagram.com/uazglobalcampus/) , LinkedIn (https://https://www.linkedin.com/company/university-of-arizona-global-campus/) or Twitter (https://www.twitter.com/UAZGlobalCampus) .
