Student Financial Services Center Assistant Director; Lead Area: Accounts & Billing

Position: Student Financial Services Center Assistant Director (Lead Area: Accounts & Billing)
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Job Summary

The Division of Enrollment Management at CU Boulder invites applications for the Student Financial Services Center Assistant Director - (Lead Area: Accounts & Billing) position! Student Financial Services Center within the Enrollment Management division plays a key role in helping students achieve their educational goals. We provide proactive, accurate, and seamless financial guidance to support student success and campus operations, serving as a trusted source of expertise for students, families, campus partners, the community, and one another.

The Assistant Director of Student Financial Services Center (SFSC) is an inaugural role responsible for leading daily customer-facing operations with a specialization in student billing, payments, and account services, while maintaining generalist knowledge across financial aid and scholarships.

This position plays a critical role in shaping and stabilizing a centralized Student Financial Services contact model, ensuring consistent, accurate, and student-centered service delivery across all channels. The Assistant Director provides hands-on operational leadership, directly supporting advising functions, resolving escalated student cases, and ensuring compliance with federal, state, and institutional regulations.

This role serves as a key operational leader and connector across the SFS unit and campus partners, overseeing daily customer-facing services, managing staff and a Peer Team (student workers), and ensuring consistent, high quality support for students and families. This role maintains hands-on involvement in student billing, leads resolution of complex cases, and collaborates across Bursar, Financial Aid, Scholarships, and campus departments to ensure seamless service and alignment in processes and communication.

CU is an Equal Opportunity Employer and complies with all applicable federal, state, and local laws governing nondiscrimination in employment. We are committed to creating a workplace where all individuals are treated with respect and dignity, and we encourage individuals from all backgrounds to apply, including protected veterans and individuals with disabilities.

Who We Are

As one of only 35 U.S. public research institutions in the Association of American Universities (AAU), CU Boulder is about realizing the positive impacts of new knowledge.

From offering dozens of exciting programs in a range of academic fields, to serving as one of the world's most dynamic research and innovation hubs, to working closely through hundreds of public outreach efforts with communities across Colorado and the world, we take pride in helping our students, faculty, staff, and partners turn new insights into productive outcomes that change lives.

What Your

Key Responsibilities Will Be

SFS Operations & Service Oversight

* Lead daily operations related to student billing, payments, refunds, and account inquiries across all service channels.

* Ensure accurate interpretation and resolution of student account activity, including tuition and fee assessments, payment application, and refund processing.

* Monitor service delivery for quality, timeliness, and consistency across phone, email, and in-person interactions.

* Coordinate with campus partners (e.g., Financial Aid, Scholarships, Registrar, Housing, Health & Wellness) to resolve account-related issues.

* Ensure compliance with FERPA, Title IV, IRS reporting (1098-T), and institutional policies in all customer interactions.

* Identify operational issues and implement process improvements to enhance service delivery.

Escalation Management & Advanced Advising

* Serve as a primary escalation point for Advisors and Senior Advisors.

* Manage and resolve complex student account and financial aid cases, including:

* Billing discrepancies, payment issues, and refund complications.

* Financial holds (service indicators) and account risk situations.

* Cases requiring coordination across multiple offices or systems.

* Provide direct advising support during peak periods and high-volume cycles.

* Apply advanced knowledge of student billing practices and foundational financial aid regulations to guide decisions.

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