Associate Director, Student Accounts Operations
We are seeking an Associate Director, Student Accounts Operations who will report to the University Director of Student Accounts and will support a shared service team within the Johns Hopkins University's (JHU) office of Student Account and Enrollment Management (SEAM). SEAM Student Accounts is a Shared Services Center (SSO) responsible for all tuition and fee billing student payments, refunds, collections, and 1098-T tax reporting supporting all ten Johns Hopkins University schools.
The Associate Director of Billing and Refunds (ADBR) will oversee and manage all aspects of student billing, refunds, and related financial operations while maintaining adequate internal controls and creating a positive working environment that supports continuous improvement. On average, JHU processes over $1.5B in student billing annually to student accounts. The ADBR must provide leadership in the overall management of Billing and Refunds, including planning, supervision, and process improvement recommendations; design, championing, and implementing process enhancements to improve the student experience continually; and provide excellent customer service to the school partners; students, and their families.
The ADBR will ensure the accuracy and timeliness of student billing, the processing of refunds, and the administration of payment plans and student holds. The ADBR will collaborate with various departments, including Financial Aid, Registrar's Office, and other university stakeholders, to maintain compliance with Title IV regulations and ensure a seamless financial experience for students. The ADBR will also oversee the accuracy, completeness, and timeliness of tuition remission, enrollment deposits, and student financial transactions as recorded in the Student Billing System. Additionally, the ADBR will supervise a team of six staff members, ensuring that key performance indicators (KPIs) are met through regular reporting and process improvements, and collaborate with the customer service team to provide high-quality customer service support via phone, mail, and the SEAM student case management system.
Specific Duties & Responsibilities
- Oversee the accurate and timely billing of tuition, fees, and other student-related charges.
- Manage the processing of student refunds, ensuring compliance with university policies and Title IV regulations.
- Develop and refine billing and refund processes to enhance efficiency and service delivery.
- Monitor and reconcile student accounts to address discrepancies and ensure accurate financial records.
- Administer and manage student payment plans, ensuring they are accessible and adequately managed through the student accounts system.
- Oversee the application and removal of student holds related to outstanding balances, ensuring students are informed of their financial obligations.
- Work closely with students and families to provide support in managing payment plans and resolving holds.
- Manage the billing of student enrollment deposits.
- Oversee the University's tuition remission program, ensuring eligible students receive appropriate financial credits.
- Coordinate with Human Resources and other departments to ensure compliance with tuition remission policies.
- Collaborate with Financial Aid, Registrar's Office, Enrollment Management, and other university departments to ensure alignment on billing, refunds, and student accounts processes.
- Partner with Financial Aid to ensure that all refunds and uncashed checks comply with
- Title IV regulations and financial aid disbursement rules.
- Serve as the primary point of contact for resolving complex student account issues, working closely with other stakeholders to achieve resolution.
- Prepare and deliver weekly and monthly reports on billing and refunds related to student activity to departmental leadership.
- Analyze data to track key performance indicators (KPIs), including billing accuracy and refund processing times.
- Provide recommendations for process improvements based on data analysis and reporting trends.
- Conduct regular audits of student accounts to verify compliance and address any discrepancies.
- Supervise a team of six staff members, including training, performance management, and professional development.
- Identify and implement process improvements to increase the efficiency and accuracy of billing and refund operations.
- Collaborate with IT and other departments to integrate technology solutions that enhance the student financial experience.
- Stay informed of industry best practices and emerging technologies to improve the efficiency of billing and refund processes.
- Participate in special projects and initiatives as assigned by the Director of Student Accounts or senior leadership.
- Attend and contribute to department and cross-functional meetings related to student accounts and financial operations.
- Perform other projects and duties as assigned.
Additional Knowledge, Skills & Competencies
In-depth knowledge of accounts receivable and Title IV
- Extensive understanding of billing and invoicing procedures for student accounts, as well as an understanding of Title IV regulations to ensure regulatory timelines are met.
- Data Analysis and Reporting: Strong analytical skills to organize, summarize, and interpret third-party payment data.
Process Optimization
- Expertise in identifying inefficiencies and implementing process enhancements to improve billing, invoicing, and payment management.
Key Performance Indicator (KPI) Management
- Ability to track and analyze performance metrics to ensure operational goals are met.
Leadership and Team Management
- Strong leadership skills to manage and develop a shared service team.
Effective Communication
- Ability to convey complex information both orally and in writing.
Attention to Detail
- High level of accuracy and attention to detail in managing billing, invoicing, and payment data.
Time Management and Organization
- Ability to manage multiple tasks and priorities effectively to meet deadlines.
Continuous Improvement Mindset
- Commitment to fostering a culture of continuous improvement and excellence in service delivery.
Technical Qualifications and Specialized Certifications
- Prior experience with widely used Student Information Systems, PowerFAIDS, OnBase, Salesforce, and other related information management databases would be beneficial but not required.
- Proficient in using MS Office (Outlook, Word, Excel) and web interfaces on a Windows platform.
Minimum Qualifications
- Bachelor's Degree in Finance, Accounting, Business Management, or a related field is required.
- Seven years progressively related experience required, including supervisory experience.
- Additional education may substitute for the required experience, to the extent permitted by the JHU equivalency formula.
Preferred Qualifications
- Master's Degree preferred.
- 5+ years of experience in student accounts, billing, refunds, or a related financial field, with at least 2 years in a supervisory role.
- Experience in higher education and accounts receivable, Title IV, and billing is highly desired.
- Excellent leadership, communication, and problem-solving skills; must work well under deadlines and independently to resolve problems efficiently and diplomatically.
- Strong knowledge of federal and state student refunds and financial aid regulations, including Title IV.
- Previous experience in student accounts or general accounting settings is required.
- Prior work experience in an academic setting is preferred.
- Excellent organizational skills with attention to detail.
Classified Title: Associate Director, Student Accounts
Job Posting Title (Working Title): Associate Director, Student Accounts Operations
Role/Level/Range: ATP/04/PE
Starting Salary Range: $73,300 - $128,300 Annually ($100,000 targeted; Commensurate with experience)
Employee group: Full Time
Schedule: Mon - Fri / 08:30am - 05:00pm
Exempt Status: Exempt
Location: Hybrid/Homewood Campus
Department name: SEAM Student Accounts
Personnel area: University Student Services