Director, Customer Center

Job Description

Are you someone who strives for excellence, values accountability, provides the best service, all while reflecting unwavering integrity? Our talented team members across the state follow the behaviors, beliefs and outcomes of these core values to ensure that our vision is met. If you're ready to join the TSTC family and make great memories please complete our application process.

The Director of Customer Payment Center reports to the Executive Director of Student & External Services and is responsible for leading all payment operations across TSTC campuses statewide. This role provides strategic and operational oversight of student-facing payment services, including cashiering, payment processing, deposit compliance, and customer service delivery.

The Director ensures consistent service standards, strong internal controls, and compliance with institutional and regulatory requirements. This position leads regional teams, strengthens operational alignment across campuses, and implements processes that reduce risk, improve efficiency, and enhance the overall student financial experience.

Compensation: $/year (Starting salary determined by experience and qualifications).

The employee will demonstrate TSTC's Core Values of Excellence, Accountability, Service, and Integrity with internal and external stakeholders, customers, students, and community members.

Statewide Payment Operations Leadership Leads the statewide Customer Payment Center function to ensure consistent, high-quality payment processing and student financial services across all campus locations. Provides oversight of cashiering operations, in‑person payment services, and customer‑facing financial transactions. Ensures alignment of service delivery with institutional standards and expectations for customer experience.

Team Leadership and Development Directly supervises regional Student Payment Specialist Leads and provides guidance to distributed campus teams. Establishes clear expectations for performance, service delivery, and compliance. Supports training, development, and performance management to ensure consistency and capability across all locations.

Financial Operations and Service Delivery Oversees payment processing activities, refund distribution, and payment plan administration to ensure accuracy and timeliness. Coordinates with financial aid and student account teams to support integrated service delivery and resolution of complex student account issues.

Collaboration and Institutional Alignment Partners with Financial Accounting, Student Accounts, Financial Aid, and campus leadership to ensure alignment of payment operations with institutional processes. Serves as a liaison for banking, reconciliation, and payment‑related inquiries. Coordinates with Internal Audit and Compliance to maintain adherence to institutional standards.

Work Management and Performance Oversight Establishes operational expectations and monitors performance across campuses, including service levels, processing timelines, and compliance indicators. Manages staffing models and workflow distribution to ensure effective service delivery across a multi‑site environment.

Compliance, Risk, and Controls Develops and maintains statewide cash handling policies and procedures. Ensures compliance with deposit controls, reconciliation standards, and PCI (Payment Card Industry) requirements. Oversees banking relationships and payment processor performance. Implements and monitors internal controls to reduce fraud risk and ensure operational integrity. Coordinates audits and ensures timely resolution of findings.

Continuous Improvement and Operational Excellence Identifies opportunities to improve payment processes, standardize workflows, and enhance service delivery. Leads initiatives that strengthen operational efficiency, system utilization, and customer experience. Uses operational data to inform decisions and drive continuous improvement across the function.

Required Associate degree in Business Management or related field, or equivalent combination of education and relevant professional experience as defined by…