Job Description

The Opportunity:

The Student Financial Services Department is seeking an experienced Assistant Director of Student Financial Services (SFS). This position is responsible for the operations and supervision of team members which include Account Analysts, Accounts Receivable, Billing Specialists, Payment Plan Specialist, Process Specialists, and Systems Specialist. The Assistant Director of SFS provides various skills of developing and distributing clear directives of allocation and expectations of duties, training, and problem resolution. The Assistant Director ensures staff are informed and compliant with departmental policies/procedures, federal and state regulations, University policies/procedures (APPMs and POM), established accounting practices, U.S. Department of Education, and other regulatory agencies. Utilize discretion in the enforcement and application of university policies, including, but not limited to, holds, collections placements, late fees, policy exceptions, etc.

The Assistant Director must have strong analytical and communication skills. They must be collaborative, strategic, and a forward-looking leader, who demonstrates integrity, confidentiality and attention to detail and accuracy. The Assistant Director is responsible for assisting in providing detailed reporting metrics for SR Leadership as well as independently resolving elevated customer service situations while keeping the SFS Director and Executive Director informed. The Assistant Director should monitor and make policy recommendations to the SFS Director and Executive Director that align with the strategic direction of the Department and University.    

The Assistant Director will liaise with other departments and campuses including, but not limited to Prescott Student Financial Services, Financial Aid, Financial Systems Management, University Accounting, Veteran Student Services, Admissions, Academic Advising, ERNIE Central, Office of the Registrar, Housing & Residence Life, Dining Services, Athletics, Campus Safety & Security, Campus Bookstores, Flight Department, Office of Global Engagement, Health Services, SGA, Student Affairs, International Student Services, Human Resources and the Provost Office to ensure the highest level of customer service is provided. Present a consistent voice for the department and foster mutual respect and understanding amongst internal and external stakeholders in a manner that improves support services.

The individual requires an in-depth knowledge of Campus Solutions and TouchNet to assist with anomalies, issues, or discrepancies. The Assistant Director must have extensive knowledge and understanding of the registration process, Financial Aid awarding guidelines, flight, Payment Policy, cancellation process, VA chapters (33, 31, 35, and 30), military branches, and other third-party sponsors. The incumbent must have a solid foundation of understanding for various institutional programs including, but not limited to Study Abroad, ROTC, USNCC, Fellowships, Summer Flight Camps, IATA and Project Go. The Assistant Director requires extensive knowledge of the payment plan module in TouchNet including recalculation of the plan in Campus Solutions, set-up, administering, and reporting functions within the plan. 

Responsibilities include the following:

• Provide day-to-day support to staff, while providing a high degree of independent problem solving and decision making.
• Run various reports to review for compliance with University policy with attention to detail and accuracy. 
• Resolve complex customer service issues including escalated customer calls; review/approve escalated payment arrangements, take corrective action, and administer appropriate solutions to resolve issues. 
• Plan and deliver high quality customer service to maintain and enhance customer relationships while meeting organizational goals and objectives
• Notify the SFS Director and/or Executive Director of any customer service, departmental or employee issues or situations which require a higher level of attention.  
• Assists students, parents, office staff, and other student services departments with advanced research and analysis of student accounts and makes decisions to resolve complex student account problems or discrepancies 
• Meet regularly with other University departments to review and develop processes to maintain or enhance excellent customer service.
• Monitor transactions and communications between SFS and ERNIE Central to ensure consistency in application.
• Set reasonable and attainable goals, monitor success, complete annual performance evaluations, and make recommendations for personnel actions. Clear and concise communication to staff is extremely important.  
• Interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems 
• Process write-offs when applicable (uncollectable charges and accounts returned from outside agencies). 
• Perform over $5k refund review.
• Daily review of refunds with errors.
• Review flight grounding/un-grounding, force check in and flight advances.
• Post and/or adjust miscellaneous transactions including graduation fees, library fines, ramp badges, flight no-shows, and MET credits.
• Send SPC 10-Day Collections Notifications to applicable students on aging report; prepare monthly student list for collections.
• Understanding of the refund process to help troubleshoot as needed.
• Understanding of University policies and procedures related to HR, MAC and PhD Waivers.
• Proficient in reading and understanding behaviors of Organizational accounts, this includes understanding and complying with VA rules and regulations.
• Independently work the following reports: Not Enrolled w/ Balance, Housing Deposit Refunds, All Online w/ Housing, Flight Block Only, Course Fee/Class Fee Queries, Collections Metrics, XCUR Metrics, Enrollment Metrics, Enrolled with Holds, Housing/Dining w/ No Enrollment, HS Query, CFI Fast Track, Enrolled with Holds, Service Indicator Audits, Refund Reports, Write-Off Reports, and Catch All.
• Provide various reports to the SFS Director and Executive Director as needed.
• Department representative for the Georgia State Audit.
• Analyze student accounts for accuracy, resolve discrepancies in a timely manner and ensure the proper posting of charges and payments. Which include, but not limited to, student account aging, payment plans, billing, payment due, student accounts and collection with attention to detail and due diligence. 
• Conduct regular audits of student accounts.
• Monitor and report performance metrics to identify and implement process improvements and efficiencies. 

About Embry-Riddle Aeronautical University:

At Embry-Riddle, we take pride in our position as the world's largest and most comprehensive university dedicated to aviation and aerospace. Located in Daytona Beach, Florida, and Prescott, Arizona, our esteemed residential campuses offer a prestigious educational experience. However, our commitment to education knows no borders as our Worldwide campus expands our reach globally, providing a world-class education online and at approximately 110 locations across the United States, Asia, Europe, and Central and South America. This breadth of reach ensures that students can access our exceptional programs without geographical limitations. 

With a history spanning nearly a century, we have continually adapted to the dynamic needs of the industries we support. In the Academic Year 2022-23, we welcomed over 11,100 students to our residential campuses and over 19,000 students at our worldwide campus.  

Join our global community and embark on a journey of academic excellence and limitless possibilities. Employees working more than 30 hours a week can enjoy medical, dental and vision benefits, an amazing retirement plan with immediate vesting that includes a 6% gift and up to 4% match, free tuition for employees and their immediate family members, and a generous personal leave program. To find out more about our benefits and why ERAU has been named a “Great College to Work For” for 13 consecutive years, visit our careers page.     

Qualifications

• Bachelor's degree in business, management, accounting, finance or equivalent is required.
• 3- 5 years of experience working in student financials, billing, accounts receivable or related field.
• Prior leadership experience in student financials, billing, accounts receivables or collections is strongly preferred
• Proficiency using Microsoft Office Suite with strong skills in Excel.
• Demonstrated self-starter, with strong analytic, problem solving, and critical thinking skills.
• Excellent customer service orientation, communication skills (both verbal and written), interpersonal and organizational skills.
• Ability to work well with diverse internal and external constituents in a team-oriented environment.
• Ability to train and develop staff and encourage growth.
• Willingness to share knowledge and information and to learn new tasks.
• Coordinate and maintain multiple tasks simultaneously as well as deliver responses and results within established timeframes.
• Demonstrate openness and responsiveness to new ideas and change.
• Project and establish a standard reflecting a professional image through dress, demeanor, and office environment.
• Demonstrate the ability to establish and maintain working relationships with internal and external organizations, groups, and individuals.
• Demonstrate the ability to lead subordinates, manage work priorities and projects and manage employee relations.
• Knowledge of customer service standards and procedures.
• Strong critical thinking and informed decision-making.
• Ability to manage and organize multiple deliverables while adhering to deadlines.
• Ability to maintain a high level of confidentiality.
• Analytical skills with an in-depth knowledge of information systems; experience using Campus Solutions and TouchNet is desired.