Assistant Director Financial Resolution Services

Overview
This position reports to the Associate Director of Financial Resolution Services & Third Party Billing and works collaboratively with the One Stop management team to provide leadership within the organization to support the management and oversight of all student accounts receivable and the University-administered loan portfolio. The role is an effective manager of people and projects, committed to operational excellence and continuous improvement.

• Directly supervise four full‑time staff and one manager (who oversees two full‑time staff and one student employee) including hiring, training, performance management, and coaching.
• Provide staff the tools and resources needed to perform their jobs efficiently.
• Set work priorities, assignments, and deadlines for staff.
• Manage billing, payment, and collections processes for tuition/fee receivables and campus‑based student loan programs across the Twin Cities, Rochester, Crookston, and Morris campuses.
• Utilize performance metrics and data to maintain an effective operation.
• Assist customers and staff with complex issues, resolving referrals from internal and external units.
• Make professional judgment decisions on escalated issues.
• Provide expertise and recommendations on high‑level policy decisions regarding student account billing, collections, loan billing/collections, and related tax processes.
• Identify inefficiencies and coordinate service improvements for students and the University community.
• Ensure compliance with federal and state laws (FERPA, FDCPA, TCPA, FCRA, HIPAA, GLB, TILA/Regulation Z, Title IV, VII, & VIII).
• Demonstrate a high level of customer service and support a culture of diversity, equity, and inclusion.

• Lead or provide direction on large scale projects that strategically enhance One Stop Student Services and University goals, including:
• Student and borrower account resolutions
• Full‑time staff training
• Academic support resources/One Stop Student Services
• Communications related to financial resolution services and financial wellness
• Oversee account resolution operations for student tuition/fees and loan receivables.
• Administer loan collection and student account collection imaging system drawers, identifying document types and workflows.
• Maintain all collection letters and publications used for payment processing, billing, and collections.
• Collaborate with Information Technology and Office of Student Finance staff to produce and maintain the 1098‑T tax form filings to students and the IRS; coordinate with the Tax Director on related materials and notices.
• Ensure compliance with federal and state regulations related to billing, collections, and campus‑based loan programs.

• Orchestrate collaboration among Academic Support Resources units and other University departments to promote operational efficiency and a welcoming environment.
• Coordinate with university officials to manage complex student situations with care and confidentiality.
• Provide knowledge, expertise, and solutions to complex policy or procedural situations.
• Present and train on new concepts and best practices at local, regional, and national conferences, sharing knowledge with higher‑education leaders.
• Attend training, workshops, and professional development opportunities to enhance knowledge base.

• Collaborate with the Office of Student Finance – Fiscal unit to reconcile the loans cash clearing account and campus‑based loan funds.
• Assist with preparation of Annual Operating Reports and FISAP for Crookston, Morris, and Twin Cities campuses; reconcile and correct errors in these reports and set up new reports for emerging loan programs.
• Perform data analysis and reporting on student account and loan collections, agency performance, and revenue recapture statistics.
• Manage collection agency payment processing and investigate discrepancies related to check and electronic fund transfer transactions.

• Required:
• BA/BS degree with at least 6 years of relevant experience or master’s degree with at least 4 years of relevant experience.
• A…