Collection Specialist; Hybrid

Overview

Please Note:

Internal Employees, please access the Jobs Hub in Workday to apply for the position.

University of Massachusetts Global is a private, nonprofit affiliate of the University of Massachusetts, created to help working adults change their lives through flexible, high-quality education built for real life. Regionally accredited by the WASC Senior College and University Commission (WSCUC) and recognized by U.S. News & World Report among the Best Online Programs for 13 consecutive years (2013–2025). The university has a long track record of online innovation, with students across 49 states and internationally who can upskill, reskill, and move forward through technology-enabled, real-world learning.

With more than 55 fully online, career-focused programs designed around the realities of work, family, and constant change, we remain focused on developing future-ready learners who can thrive in a rapidly shifting world.

The position focuses on researching and collecting on past-due student accounts using all available resources (telephone, written communication with routine follow-up, etc.). This role requires the ability to communicate solutions clearly and concisely in a logical manner, along with excellent customer service, strong organizational skills, and the ability to carry out duties in a timely and independent manner. The position coordinates and communicates with outside collection agencies and monitors collections activity.

Experience with Ellucian Banner ERP (including Accounts Receivable and Student modules), Argos reporting software, and Regent Education Financial Aid system is required.

Type Of Supervision Receive general supervision from the Assistant Vice Chancellor, Student Accounts.

• Contact past due students to resolve and collect outstanding accounts and ensure timely follow up for payment and resolution.
• Prepare clear and concise written correspondence to resolve and collect outstanding accounts.
• Review Banner Student and Accounts Receivable ERP, as well as Regent Education Financial Aid system to analyze and investigate a wide variety of student-related information, including AR, Financial Aid and Student Registration modules.
• Resolve complex account issues including but not limited to payments due, accounting adjustments, refunds, registration and financial aid issues, via daily interactions with staff, parents, students, other university departments and third-party vendors.
• Prepare monthly review of accounts to facilitate bad debt write-off in accordance with university policy. Accurately adjust accounts for bad debt write-off and assign to collection agencies.
• Coordinate collection agency activities including account resolution and disputes, account settlement, analyzing agency inventory, payment posting, account adjustments and bankruptcies.
• Serve as the liaison for One Stop teams and university departments for any collections related questions and issues.
• Review the annual filing of Franchise Tax Bureau tax intercept candidates for accuracy and integrity, including verification of balances, applying appropriate filters and identifying population of students for submission and pre-intercept communications.
• Generate State of CA required pre-intercept letters and emails within state mandated timelines.
• Respond to student inquiries related to pre-intercept notices and reflect balance changes and comments in tax intercept records depository.
• Prepare an upload file for tax intercept state submission within state defined timelines.
• Maintain and update tax intercept records depository and prepare adjustment files to be submitted to the state.
• Weekly review of State reports for full or partially intercepted students; work with Cashiering to ensure correct General Ledger entries and communicate balance changes to two collections agencies for impacted students.
• Weekly review of external collections agency activity reports to identify fully or partially paid students and generate adjustment files to the State.
• Work with impacted students and respond to inquiries during post-intercept phase.
• Provide ad-hoc reports and responses as needed.
• Other duties as assigned or…