[Hiring] Collections Specialist @Los Angeles Pacific University

Role Description

The Collections Specialist oversees internal and external student accounts receivables for students navigating institutional financial obligations. Emphasizing proactive accounts receivable management and compliant collections, this role delivers exceptional, solution-oriented service to students and partners to promote student retention and fiscal responsibility across the university.

Qualifications

• Vital Christian faith and lifestyle.
• Supportive of the evangelical mission and purpose of Azusa Pacific University Global.
• Associate’s degree.
• Minimum 2 years previous experience in one or more of the following areas:
  • Student accounts
  • Customer-based accounting positions (e.g. collections, loan administration)
  • Customer service
  • Closely related field

Requirements

• Bachelor’s degree (desired).
• Previous experience working in higher education (desired).
• Knowledge of Azusa Pacific University Global policies and procedures (desired).

Benefits

• Full-time, Non-exempt position at Grade 6.
• Starting hourly range of $20.11 – $25.13.
• Remote work flexibility with minimal distractions.
• Participation in annual commencement may be required.

Essential Functions

• Internal Collections:
  • Contacting students with past due accounts to request payment.
  • Negotiating payment plans with students who are unable to pay their balance in full.
  • Working with the student accounts department to resolve any billing discrepancies or errors.
  • Maintaining accurate records of all collection activities and updating the university's student accounts database.
  • Preparing reports and analyses related to internal collections activity, and presenting findings to university leadership as needed.
  • Collaborating with other departments within the university to develop and implement policies and procedures related to student accounts receivable collections.
  • Adhering to all federal and state regulations governing debt collection practices, including the Fair Debt Collection Practices Act (FDCPA).
  • Participating in professional development activities to stay up to date on industry best practices and regulations related to collections.
• External Collections:
  • Managing relationships with external collections agencies, including monitoring performance.
  • Coordinating with the student accounts department to identify delinquent accounts and develop strategies for external collections.
  • Reviewing and approving external collections agency reports, ensuring accuracy and completeness of data.
  • Responding to inquiries from external collections agencies, students, and other stakeholders regarding collections activity.
  • Developing and implementing policies and procedures related to external collections, and ensuring compliance with industry best practices and regulations.
  • Monitoring the effectiveness of external collections strategies and recommending improvements as needed.
  • Maintaining accurate records of all external collections activity, and updating the university's student accounts database.
  • Preparing reports and analyses related to external collections activity, and presenting findings to university leadership as needed.
• Student Accounts/Business Services (May Serve as Back Up):
  • Assist students with various questions regarding their accounts including but not limited to payments, holds, and refunds.
  • Run student account reports, analyze student accounts and records for accuracy and completion.
  • Contact students regarding past due accounts and provide due diligence in collecting money owed to the university.
  • Process student requests for refunds as required by federal regulations and University policies/procedures.
  • Communicate to students in a clear and concise manner, update comments and document all conversations in the appropriate area of the student management system.
  • Walk through the payment plan process with students.
  • Work with other departments (e.g. financial aid, admission, student success, military) as needed to address student related account and document inquiries.
• Other:
  • Participation in annual commencement may be required as determined by University needs.
  • Other duties as assigned by management.

Knowledge, Skills, and Abilities

• Exceptional customer service skills including:
• Outstanding customer service skills including interpersonal and active listening skills along with an analytical and critical thinking ability to interpret and respond appropriately to diverse groups of people in various situations.
• Capable of managing challenging student communications and escalations.
• Ability to communicate clearly and concisely with tact and diplomacy in all oral and written communications.
• Ability to work effectively in a team environment and participate to get the job done, while continually focusing on the needs of the students.
• Ability to exercise appropriate personal initiative, prioritization and accountability.
• Knowledge of billing procedures, compliance and collection techniques.
• Computer proficiency and knowledge of or ability to learn a variety of computer applications including but not limited to standard Google Suite, Microsoft Office Suite, ERP, SIS, CRM, telephony, payment and communication systems.
• General familiarity working in database systems including data entry, queries, and running reports.
• Ability to accurately perform key mathematical functions (e.g. addition, subtraction, multiplication, division).
• Demonstrated ability to work efficiently, in an organized manner and complete tasks in a fast-paced environment amidst interruptions and fluctuating workloads.
• Ability to manage, interpret, and adapt guidelines and procedures in a complex university setting.
• A positive, cooperative, Christ-like attitude supportive of the University and its mission.

Mental Demands

• Ability to gather data, compile information, and prepare reports.
• Ability to investigate, analyze information, and draw conclusions.
• Ability to engage in critical thinking, exercise independent judgment, set priorities, and solve problems.
• Ability to maintain confidentiality and manage confidential information.

Physical Demands

• Ability to stand, walk, and sit for extended periods of time.
• Sufficient hand, arm, and finger dexterity to operate a computer keyboard and other office equipment.
• Visual acuity to read words and numbers.
• Speaking and hearing ability sufficient to communicate in person or over the telephone.
• Ability to exert up to 10 pounds of force and occasionally lift and/or move up to 15 pounds.

Technologies

• Google Suite: Gmail, Google Docs, Google Sheets, Google Slides, Google Meets.
• Microsoft Office Suite: Microsoft Word, Microsoft Excel, Microsoft PowerPoint.
• Communication and collaboration: Slack, Zoom (or similar virtual meeting platform), Dialpad (telephony).
• Computer Systems: Salesforce (CRM), Jenzabar J1 (ERP and SIS), Nelnet and Authorize.net (payment systems) or similar platforms.