Collections Specialist

SUMMARY

In support of the university's mission and objectives the Collections Specialist is responsible for assisting students and families in resolving outstanding student account balances while providing exceptional customer service in a professional, respectful, and supportive manner. This position serves as the primary point of contact for students with past-due balances and collaborates with students, alumni, and internal departments to resolve delinquent accounts, explain payment options, and ensure compliance with institutional policies and applicable regulations, while supporting student retention whenever possible.

Account Resolution and Collections

• Manages an assigned portfolio of outstanding student accounts.
• Contacts students, former students, parents and authorized payers via phone, text, email and written correspondence regarding delinquent balances.
• Counsels individuals on repayment options, payment plans, and financial obligations.
• Negotiates and establishes payment arrangements in accordance with university policies.
• Monitors payment plan compliance and follows up on missed or late payments regularly to ensure resolution.
• Meets established collection performance metrics and account resolution goals.

Customer Service

• Provides professional, empathetic, and solution-oriented service to students and families experiencing financial challenges.
• Explains account balances, charges, financial aid impacts, payment options and university policies in a clear and respectful manner.
• Resolves account inquiries and concerns promptly and accurately.
• De-escalates difficult situations while maintaining positive relationships and institutional standards.
• Partners with students to identify realistic solutions that support both student success and institutional financial responsibility.

Reporting and Collaboration

• Maintains accurate records of collection efforts and payment arrangements within the university's ERP.
• Provides regular updates on collections status to the Director of Student Accounts.
• Supports audits and other documentation requests as needed.
• Collaborates with Financial Aid, Registrar, Enrollment, Student Success and other campus departments to resolve account issues.

Compliance

• Ensures compliance with Federal, State and university regulations (e.g. FERPA and debt collection laws) and privacy requirements.
• Recommends actions for escalation, including referral to external collection agencies or legal action based on established institutional guidelines.

EDUCATION

Post high school training required; Bachelor's degree in Business/Finance preferred, or equivalent experience.

EXPERIENCE

1+ years of accounts receivable, collections, or related customer service.

ESSENTIAL COMPETENCIES

• Customer Service Orientation - Keeps internal and/or external key stakeholder(s), students, parents, faculty, staff and community partners in mind at all times.
• Professionalism - Displays a high level of professionalism, e.g. timeliness, reliability, communication, and work ethic.
• Christ-first Faith - Provides spiritual support to community members, including students, on their Christian faith journey.
• Attention to Detail - Ability to efficiently and accurately focus on a specific task or number of tasks. Reviews details with a critical eye.
• Business & Financial/Budget Acumen - Demonstrates knowledge and understanding of financial concepts, accounting, marketing and organizational functions.
• Confidentiality - Maintains the necessary confidentiality and discretion required for the position.
• Conflict Management - Functions professionally and wisely during difficult conversations, while under stress, and while managing challenging situations.
• Effective Communication - Expresses ideas and information in a clear and concise manner both verbally and in writing to convey clear, well-articulated messaging across a wide variety of audiences.
• Establishes Trust - Gains the confidence of others by actions and words that promote being honest, forthcoming, and vulnerable.
• Results Orientation & Accountability - Takes accountability and identifies, executes and drives actions to consistently achieve desired results.
• Teamwork & Collaboration - Creates a climate that fosters commitment to a common vision and shared values that promote cooperation and working together through trust and support of others both departmentally and cross-functionally.
• Technology - Strong aptitude to learn new technologies as department processes evolve.

ADDITIONAL REQUIREMENTS

• Ability to sit for prolonged periods of time.