Position Summary: Under the direction of the Bursar, the Associate Bursar manages student accounts billing, refunds, and collections for all Middlebury student populations including undergraduate, Schools Abroad, Language Schools, and other summer programs, contributing to millions of dollars of tuition and fee gross revenue generation each year. The Associate Bursar oversees aspects of education loan processing and works with SFS operations staff to coordinate the operational responsibilities. The Associate Bursar counsels students and their authorized payers on education loan financing and payment arrangements, providing individualized and exemplary customer service. The Associate Bursar is responsible for the daily cashiering process and serves as back up for payment processing.
Essential Functions: Offer is contingent upon successful completion of a criminal background check.
The primary objectives for this position are to:
Perform timely and accurate student accounts billing operations using Nelnet Campus Commerce for communicating with students and their authorized payers about their account balances; establish an email bill schedule for each term in coordination with SFS operations and financial aid; process bill files in Banner and review for accuracy; write and edit text for Nelnet bill email templates; manage the process for sending bill emails following fee assessments and reminder bill emails for accounts with balances.
Perform third party billing for Schools Abroad home fee institutions, state plans for pre-paid tuition, tuition benefit schools, Language School FLAS institutions, and government departments including Army ROTC, FBI, Navy, and armed forces using bill process in Banner Accounts Receivable.
Review credit balances and process student account direct deposit refunds within Title IV aid regulations via Nelnet Student Choice Refunds; be liaison with Nelnet on Student Choice Refunds; process redirected and parent refund check payments and wire transfers via Oracle and troubleshoot invoice issues; monitor refund check aging report and contact students with uncashed checks; coordinate with Finance to reconcile refunds and troubleshoot refund issues.
Manage the account collection process by monitoring the accounts receivable aging report; communicate via emails, letters, and meetings with students and their authorized payers about overdue balances and payment options; oversee process of applying and releasing financial holds on accounts; negotiate and make decisions for internal payment arrangements; coordinate with Bursar on late payment fees; authorize and use promissory notes within guidelines of College policy, if necessary; review accounts annually for write-offs; be proactive and strategic, focusing on the College’s interest and the impact on student retention.
Oversee external account collections; prepare accounts to be turned over to external collection agencies; adjust accounts; track and document collections activities; provide customer service to students whose accounts are placed with collection agencies; responsible for reporting; be familiar with collections best practices and evaluate effectiveness of external collection strategy; process invoices from agencies and serve as primary point of contact for external agencies.
Responsible for aspects of education loan processing; counsel students and parents on education financing options including federal, institutional, and private loans for students and parents; assist with loan reconciliation; set up disbursement of loans to student accounts; process loan refunds including Title IV refunds; maintain compliance with Truth In Lending Act requirements, oversee loan disbursement notifications to all borrowers and exit counseling for federal and institutional loans; serve as contact with loan servicer, ECSI, for institutional and Perkins loans; processes hardship deferments; manages loan collection.
Communicate through phone, email, in-person meetings, and video conference with students and parents to counsel them on their student accounts; discuss payment options and educate student primary account holders and their authorized payers on Nelnet account features; provide individualized attention and support; coordinate with their financial aid director on their aid as it relates to their account balance; help train SFS counselors and staff on student account policy and procedures as the subject matter expert to assist with meeting SFS customer service excellence standard.
Responsible for the daily process to close and finalize Banner sessions, a key business operation required for timely Banner accounts receivable feeds to integrate with Oracle Finance; coordinate with Bursar and Finance staff for troubleshooting integration feed issues.
Maintain comprehensive knowledge of Middlebury’s payment methods and payment processing systems; serve as backup for payment processing; assist with assessing processes for improvements and contribute to evaluations of new payment methods or system upgrades.
Be familiar with the staff and the processes and policies of financial aid, admissions, registration, residential life, dining services, Language Schools, and all summer programs for facilitating a top notch customer service experience to students and their families.
Serve as the primary point of contact with Nelnet Campus Commerce for troubleshooting issues and making improvements with email billing, payment processing, account creation and updates, Student Choice Refunds, Western Union Global Pay international payment integration, single sign on, international payment plans, and testing during Banner upgrades. Attend Nelnet webinars and conferences. Perform testing for Banner upgrades that relates to student accounts.
Proficiency with technology and systems, specifically Microsoft Office, in particular Excel; constituent relationship database systems; reporting tools.
Maintain compliance with Title IV cash management regulations.
Assist in annual IRS Form 1098-T production and customer service, as needed.
Actively engage and collaborate with staff in Student Financial Services and Finance on all processes and policies that influence account receivables and impact student customer service delivery.
Acts on behalf of the Bursar in their absence or at the discretion of the Bursar. Represents the Bursar at relevant meetings regarding student financial services. Works cooperatively with others and accepts direction from supervisors.
General Responsibilities: • Perform other duties as assigned.
Qualifications Education: Bachelor’s in Finance, Accounting, Business Administration, or a related field and work experience ranging between 3 to 5 years.
Knowledge, Skills and Abilities: Works independently and collaborates well with colleagues. Ability to manage multiple projects simultaneously and prioritize workload. Excellent interpersonal and communication skills. Ability to convey information effectively in meetings, phone calls, and written correspondence with internal and external constituencies. Mathematical ability strength and knowledge of accounting and federal tax systems as it relates to student account programs. Understanding of customer service concepts and ability to relate these concepts to the student financial services environment. Must handle confidential information in a discreet manner. Knowledge of Ellucian Banner and Microsoft Office. Demonstrated evidence of problem solving, organizational, and presentation skills. Flexibility and willingness to adapt for change. Understands values and respects diversity as an individual, in a team, and within groups while fostering an inclusive and supportive environment.
Experience: • 3 to 5 years specific higher education industry or functional experience preferred • Demonstrates ability to contribute to best practice innovations/solutions. • Experience with the College’s ERP solution is preferred.
Middlebury is an equal-opportunity employer where diversity, equity, and inclusion are core values. To this end, Middlebury recruits talented and diverse faculty, staff, and students from across the United States and around the world. Middlebury encourages applications from women, people of color, people with disabilities, and members of other protected classes and historically underrepresented communities. Middlebury also invites applications from individuals who demonstrate an ongoing commitment to advancing diversity, equity, and inclusion in the workplace.