Collections Account Analyst

Collections Counselor The Collections Counselor supports students with aging or past-due balances by providing clear, accurate, and compassionate financial guidance. The role conducts proactive outreach, explains payment options, resolves discrepancies, documents activity thoroughly, and collaborates with campus partners to help students regain good financial standing. The position ensures all counseling and communications align with university policies, federal regulations, and service quality standards. None The Collections Counselor serves as a frontline financial support specialist within Student Accounts, working directly with students whose balances require follow-up or repayment. The Counselor communicates regularly via phone, email, ticketing, and in-person appointmentsoccasionally during nontraditional hoursto explain account status, payment plans, holds, and next steps. The role requires strong communication skills, customer-service orientation, attention to detail, and the ability to support adult and traditional learners navigating financial challenges. The incumbent works closely with Collections Leads, Student Accounts Advisors, Cashiering Services, Financial Aid, the Registrar's Office, Treasury, and other campus partners to resolve discrepancies, verify adjustments, and support the timely and accurate processing of payments. The Counselor reinforces university expectations while maintaining a student-centered, empathetic approach. Principal Responsibilities: Conduct outreach to students with past-due balances to explain account status, payment requirements, repayment options, and consequences of nonpayment. Provide empathetic, student-centered counseling on payment plans, outstanding charges, financial holds, and available resources. Assist students with setting up, monitoring, and understanding payment plan terms, deadlines, and consequences for missed payments. Conduct thorough account reviews, identify discrepancies, and escalate complex or unusual cases to the Collections Lead. Process returned payments, verify financial adjustments, and coordinate with Financial Aid, Registrar, and Cashiering to ensure accurate account updates. Maintain detailed documentation of all outreach, counseling sessions, follow-up actions, and resolutions in accordance with departmental policy. Ensure compliance with FERPA, FDCPA, institutional procedures, and established scripts and communication standards. Prepare routine reports and status updates to support monitoring of aging balances and collection activities. Provide high-quality, professional customer service and reinforce university policy while helping students work toward financial stability. Core Competencies: Demonstrates empathy, patience, and clarity when helping students in financial distress. Accurately interprets account activity and identifies appropriate next steps. Communicates clearly and concisely across phone, email, ticketing, and in-person interactions. Works collaboratively with cross-campus partners to resolve issues efficiently. Maintains accuracy in account reviews, documentation, and follow-through. Comfortable working in a fast-paced environment and supporting evening or nontraditional service hours. Understands billing, collections, payment plan structures, financial aid interactions, and registration impacts. Minimum Requirements: Bachelor's degree preferred; an equivalent combination of education and related experience may be considered. Basic understanding of accounts receivable processes. One to two years of experience in customer service, billing, student accounts, accounts receivable, financial aid, or another financial operations role. Experience supporting adult learners or students facing financial hardship preferred. Strong written and verbal communication skills, with the ability to explain financial concepts clearly and empathetically. Ability to handle confidential information and comply with FERPA, FDCPA, and institutional guidelines. Demonstrated ability to analyze account data, identify discrepancies, and escalate complex issues appropriately. Experience with ERP or student information systems (Workday preferred; training provided). Proven ability to manage multiple cases, deadlines, and follow-up tasks in a high-volume environment. Ability to collaborate effectively with Financial Aid, Cashiering, Registrar, Treasury, and other campus partners. Compliance Salary Range Disclosure Expected Salary Range: $63,000 - $70,000

Created: 2026-03-04