The Associate Director of Student Accounts manages the public-facing functions of the In-person services office; servicing the New School community; Ensuring departmental standards and goals are attained. This position reports to the Director and serves as a member of the senior staff of the office, helps direct overall policies, and gives expert advice and counsel to the Director of Student Accounts. The Associate Director is responsible for developing process and service improvements. Manage an exemplary committed customer-service driven unit consisting of an Assistant Director, Manager and a team of union clerical support staff positions.
Serve as a member of the senior staff for the Student Accounts office.
Responsible for the overall customer service management including; in-person, email, and telephone service, ensuring all recommended measures are taken to provide exemplary service to students, parents, faculty, and staff.
Responsible for managing a hierarchy of positions within the functional area to include hiring, training, coaching, mentoring, and development.
Supervise and mentor staff including setting expectations, performance evaluations, and coordination of training and development planning.
Meet, counsel, advise and educate, students/parents and University key personnel to discuss escalated student accounts requiring explanation of University policies and procedures as it relates to registration and tuition accounts.
Negotiate and provide oral and written communication of payment plan options; while working in a proactive and strategic manner; working closely with students and parents on financial planning, options, and best course of action for both University and student while focusing on student retention.
Oversee and manage overall Cashiering, payment processing and reconciliation in compliance with University, state and federal regulation, standard accounting procedures and overall cash control functions, compliance and adherence.
Work closely with the Accounting department to resolve bank reconciliation issues for Student
Accounts tuition payments via in-person and web payments.
Work closely with the Registrar's office ensuring drops for non payment of CE courses.
Ensure adherence and maintain record and systems related to student enrollment with discretion and accuracy in accordance with internal policies and external regulation.
Reporting of the Federal Internal Revenue Service 8300 Form for payments made over $10,000. Including weekly reporting to monitor and ensure reporting of payments; form completion and submission to the IRS.
Responsible for accurate and timely bank deposits and for the accounting of all data received from both electronic and manual transfers.
Ensure accuracy and integrity of routine office tasks, such as running payment and refund reporting, assist with bill creation, payment plan counseling, creating and revising forms, and addressing student, faculty and staff concerns. Monitor the handling of ACD calls and quality of service provided to students.
Directly manage the implementation of overall customer service satisfaction procedure.
Serve on a variety of university committees related to the work of the Registrar's Office, Student Accounts, and customer service.
Work closely with other offices to ensure that procedures and service to the community are coordinated.
Assist in ensuring cash payments are properly secured.
Assist and act as back up in absence of Senior Associate Director.
Other duties and special projects as assigned.
Three years of progressively responsible full-time work experience
One year of Registrar's Office or Student Accounts experience or equivalent
Experience with student information systems (relational databases)
Experience with Banner, Brio, National Student Clearinghouse applications. Must be detail oriented and have the ability to follow through. Must be able to multitask.
Special Instructions to Applicants:
The New School is strongly committed to diversity and inclusion in the workplace and particularly seeks applications from members of underrepresented groups, as well as candidates who share this commitment.
Internal Number: 19626
About The New School
The New School, a leading university in downtown New York City, offers degree and nondegree academic programs in design, the social sciences, the liberal arts, management, the arts, and media. Students benefit from small classes, superior resources, and renowned faculty members who practice what they teach. Continuing education courses and public programs place the university at the center of New York’s cultural and intellectual life.