Serve as subject matter expert for providing customer service support to students and their families for student billing and the related collections of past-due student payments. Oversee the collection of delinquent student payments including past-due tuition and loans. Provide leadership and best practices for the Bursar Student Accounts team that assists students and their families in resolving complex issues related to bill payment. Ensure that questions and issues are resolved in an accurate, timely and professional manner while adhering to University policies and procedures. Serve as the escalation point for complex cases and coordinate with the Bursar management team for the resolution of issues as needed as they relate to system and content. Identify policies and procedures to facilitate departmental efficiencies and improve customer service. Develop and implement metrics to inform training, and process improvements, including automation, and provide regular reports to Bursar. Act as liaison with the Bursar management team, StudentLink, Student Success, Office of Financial Aid, Office of the Registrar, and the Advising Deans of all schools. Represent the Office of the Bursar in Student Service initiatives. This role has a hybrid work schedule: Two days on-site and three days remote per week.
Required Education:
Bachelor's Degree or equivalent
Preferred Education:
Master's Degree
Required Experience:
7+ years relevant experience including staff management and training and customer service or equivalent combination of education and experience.
Required Skills, Knowledge and Abilities:
Excellent verbal and written communication skills, including the ability to influence and advocate. Excellent interpersonal, presentation, analytical, problem-solving, and conflict resolution skills. Demonstrated knowledge of federal, state and local regulations as they relate to loans and delinquent accounts. Demonstrated ability to provide high-quality customer service. Ability to interpret policies and procedures, to interact effectively with a diverse population at all levels, and to facilitate decision-making. Ability to handle multiple tasks in a high-volume, deadline-driven environment. Ability to direct a large team.
Preferred Skills, Knowledge and Abilities:
Knowledge of People Soft Campus solutions, TouchNet, Commerce Management System, and Tableau.
In compliance with NYC's Pay Transparency Act, the annual base salary range for this position is USD $115,000.00 to USD $155,000.00. New York University considers factors such as (but not limited to) scope and responsibilities of the position, candidate's work experience, education/training, key skills, internal peer equity, as well as, market and organizational considerations when extending an offer. This pay range represents base pay only and excludes any additional items such as incentives, bonuses, clinical compensation, or other items.
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