Director of Student Account Services

Requisition: 202600034ES

Hiring Salary: Yearly-Administrative

Department: Student Account Services

General Requirements:

Bachelor’s Degree in a related field (Master’s Degree preferred). Five years of experience in a related field. Experience in a state institution of higher education is desirable. Additional education may be considered in lieu of experience.

Nature & Purpose of Position/Usual Duties:

Performs complex and highly advanced managerial work providing strategic leadership and operational oversight for Student Account Services. Directs the University’s student payment and account services, including cashiering, payment processing, student account transactions, refunds, and the Bearkat OneCard (student ID) program. Ensures accurate and secure handling of payments and student financial information through effective procedures, internal controls, reconciliation, and reporting. Leads the delivery of responsive, customer-focused services and coordinates with campus departments and service providers to support student financial services and campus identification needs.

Primary Responsibilities (Staff Positions Only):

Directs Student Account Services operations, including student payment processing, cashiering, student account services, refunds, and Bearkat OneCard services. Oversees the acceptance and processing of student payments, including cash, checks, electronic payments, and external scholarship payments; ensures transactions are accurately documented and applied to student accounts. Establishes and monitors procedures for cash handling, drawer balancing, deposits, account reconciliation, documentation, and the safeguarding of university funds and records. Oversees student account review and resolution of payment or account discrepancies; coordinates with appropriate campus offices regarding account information, financial aid credits, refunds, exemptions, waivers, and related student account matters. Directs the student refund process, including coordination with the University’s refund service provider and the timely processing of refunds through established methods. Oversees Bearkat OneCard operations, including card issuance and replacement, cardholder services, and coordination of card-related access and campus privileges. Ensures accurate records, reports, and audit documentation are maintained for payment activity, refunds, card services, and departmental operations. Evaluates operational and service data to assess departmental effectiveness, identify improvement opportunities, establish goals, and support resource planning and decision-making. Develops, documents, and implements departmental policies, procedures, and internal controls that support accurate transactions, appropriate accountability, confidentiality, and compliance with university requirements. Oversees departmental systems and processes supporting student payments, account services, card services, and operational reporting; coordinates with service providers and campus partners to address issues and improve service. Establishes customer service expectations and oversees the resolution of escalated student, faculty, and staff concerns. Coordinates with Financial Aid and Scholarships, the Registrar, the Student Money Management Center, the Veteran’s Benefit Processing, Student Financial Services, and other campus partners on matters affecting student financial assistance and support. Oversees related departmental services, including passport photo services, campus event tracking, and participation in orientation and other University enrollment activities. Directs departmental personnel and resources, including budget preparation and monitoring, staffing, scheduling, training, and performance evaluation. Ensures staff are trained on departmental procedures, customer service expectations, financial transaction requirements, and the proper handling of confidential information. Develops, advances, and supports departmental and University student account strategies to support institutional goals, improve the student financial experience, strengthen operational effectiveness, and ensure services meet the evolving needs of students and the University. Serves on committees as requested. Performs other related duties as assigned.