Collections Advocate

POSITION SUMMARY:

Responsible for the timely collection of delinquent student accounts and supporting student success with retention-focused initiatives within the Bursar’s Office through the following duties:

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Contribute to the development and execution of financial management goals, policies, priorities, and procedures, including budgeting and accounting; actively participate in departmental strategic planning and team meetings.
• Meet defined department goals and activity metrics.
• Provide support to the Bursar as needed.
• Ensure the establishment and maintenance of effective internal controls.
• Assist in coordinating and preparing materials for external audits and financial reporting, as necessary.
• Provide excellent and considerate customer service through in-person, telephone, and email communication, ensuring timely and effective follow-up on student accounts.
• Oversee and manage collection accounts, ensuring accuracy and timely follow-ups.
• Take responsibility for reducing delinquency across assigned accounts.
• Communicate effectively and follow up on customer accounts in a prompt and professional manner.
• Deliver exceptional and empathetic customer service in addressing collection issues and resolving client discrepancies by fostering and maintaining strong relationships with customers.
• Contact and communicate with assigned delinquent students through calls and/or written correspondence within a goal-driven collections environment.
• Resolve customer disputes related to outstanding balances by thoroughly investigating payment issues.
• Prepare delinquent accounts, once all internal collection efforts are exhausted, for submission to the Bursar for placement with external agencies.
• Submit weekly and monthly reports to the Bursar for review.
• Assist with the processing and posting of journal entries for the Bursar's office.
• Contribute to the creation and updating of policy and procedure manuals and participate in team planning meetings to meet department goals.
• Completing assigned help desk tickets to support other departments.
• Continuously review and refine processes for improved efficiency and effectiveness and participate in professional development activities to support the Bursar’s Office and Business Office.
• Build and maintain strong professional relationships with key campus personnel.
• Perform additional duties as assigned.

SUPERVISORY RESPONSIBILITIES:

NA

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Must thrive in a data-oriented, analytical, accountable environment, and have the ability to work across departments and divisions to deliver exceptional service.

• Ability to provide exceptional constituent service for faculty, staff, and students.
• Possess strong verbal and written communication skills.
• Strong ability to record entries accurately and with great attention to detail.
• Ability to prioritize multiple demands in a fast-paced work environment.
• Ability to work under pressure and meet deadlines.
• Ability to operate office equipment.
• Typing and spelling competency.
• Experience working as part of a team to accomplish departmental and University goals and objectives.
• Experience forming and maintaining positive relationships with a variety of internal and external constituents.
• Possess a high level of integrity with attention to ethical values. Upholds strict confidentiality.
• Ability to work well both independently and collaboratively.
• A personal commitment to the Lordship of Jesus Christ and to the mission and core values of Mid-America Christian University.

EDUCATION and/or EXPERIENCE:

High school diploma or general education degree (GED); one to three years related experience and/or training; or equivalent combination of education and experience; detail-oriented with high accuracy; experience in general record keeping and general bookkeeping; ability to work on multiple projects simultaneously.

COMPUTER SKILLS:

To perform this job successfully, an individual should have knowledge of Jenzabar or similar software; Microsoft Office with a high level of Excel experience; Microsoft G-Suite; excellent written communication with the ability to edit work for spelling and grammar, presents numerical data effectively, and able to read and interpret written information; and exhibits quality control by demonstrating accuracy and thoroughness by monitoring their own work to ensure quality.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 20 pounds. The employee must have visual acuity to read documents, computer screens, and spreadsheets. The employee must also have hearing and speech abilities for effective communication in person and over the phone. Occasional standing, bending, or reaching to retrieve and organize files may be required.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Work is typically performed in a busy office setting with a noise level that is usually moderate.