Coordinator, A/R Customer Svc

The Coordinator, Accounts Receivable serves as the frontline lead for Accounts Receivable, providing exceptional service to students and campus partners regarding account balances, billing, payment options, and collections. This position coordinates daily frontline operations, including phone, email, and in-person support; trains and supports staff; maintains training and reference materials; and assists with process improvement initiatives. The Coordinator collaborates with students, faculty, staff, and external partners to resolve account issues, ensure compliance with applicable regulations, and support departmental projects. The ideal candidate is organized, detail-oriented, customer-focused, and able to effectively manage multiple priorities in a fast-paced environment. Essential Duties & Responsibilities: Coordinate frontline student support through phone, email, and in-person interactions. Assist students with account balances, payment plans, billing questions, statements, holds, and collections-related inquiries. Train, mentor, and support new staff and student employees. May assist in the supervision of part-time or student employees. Create, maintain, and update training materials, procedures, and reference resources. Identify and recommend process improvements to enhance service and efficiency. Collaborate with campus departments and external partners to resolve account issues. Ensure compliance with applicable federal, state, and institutional policies and regulations. Assist with departmental projects, reporting, records management, and other Accounts Receivable functions. Provide guidance and technical expertise to less experienced staff. Attend various meetings and serve on committees, both inside and outside of the department, as assigned. Other duties as assigned. Knowledge, Skills, Abilities: Commitment to providing exceptional, student-centered customer service. Strong interpersonal, communication, conflict resolution, and de-escalation skills. Adaptability including the ability to effectively navigate changing priorities, processes, and organizational needs while maintaining a positive, solution-oriented approach and supporting continuous improvement efforts. Ability to explain complex financial information clearly and professionally to broad audiences. Knowledge of accounts receivable processes, payment plans, account reconciliation, collections, and FERPA requirements. Ability to build positive relationships while balancing student needs with institutional policies. Experience training, coaching, mentoring, and supporting staff and student employees. Strong leadership, organizational, time management, and multitasking skills. Ability to prioritize competing demands, work independently, and perform effectively in a fast-paced environment. Strong analytical and problem-solving skills, including researching account issues and identifying process improvements. Ability to identify needs and take the initiative to find solutions without prompting. Ability to develop and maintain procedures, training materials, and documentation. Proficiency with Microsoft Office (Word, Excel, Outlook) and experience with student information systems and document management systems. Ability to maintain accuracy and attention to detail while managing a high-volume workload. Knowledge of higher education operations, policies, and procedures preferred. Ability to collaborate effectively with students, employees, and campus partners while supporting departmental and institutional goals. Ability to communicate effectively with a broad range of people with a variety of abilities and backgrounds, to maintain good working relationships across the College. Ability to work with all groups from a variety of academic, so cioeconomic, cultural, and ethnic backgrounds, and with community college students, faculty, and staff, including those with disabilities.