Student Accounts Supervisor

Financial Affairs:

Financial Affairs partners with our UCF community to continuously improve and deliver outstanding administrative and financial services through innovative business and technological solutions and sound fiscal stewardship.

The Opportunity:

Join one of the nation’s largest and most innovative universities! UCF’s Financial Affairs department is seeking a Student Accounts Supervisor to support the day-to-day operations of Student Account Services while ensuring compliance and delivering an exceptional customer service experience. This position is primarily responsible for managing the Collections unit of Student Account Services and supervising the associated staff, while serving as a key point of contact for escalated student and family inquiries.

The Student Accounts Supervisor plays a vital role to ensure the integrity and efficiency of student account operations by maintaining compliance with University, State, and Federal policies, collaborating with campus partners, and driving continuous process improvements. This position also contributes to process improvement initiatives and communication strategies that promote consistent, high-quality service delivery across one of the nation's most dynamic and rapidly growing university environments.

Responsibilities:

• Supervise and lead the daily operations of the Collections unit within Student Account Services, ensuring efficient and effective management of delinquent student account balances.

• Direct, train, mentor, and evaluate Collections staff, fostering a collaborative, customer-focused, and results-oriented work environment.

• Oversee collection activities for outstanding student receivables, including internal collection efforts, payment arrangements, aging account review, and placement of accounts with external collection agencies.

• Ensure compliance with federal, state, institutional, and industry regulations related to debt collections, student accounts, privacy requirements, and financial record retention.

• Review and resolve complex student account issues, escalated inquiries, disputes, and collection concerns, exercising sound judgment and providing excellent customer service.

• Collaborate with other university departments to resolve account-related issues and support student success initiatives.

• Utilize student information systems, collections software, and other technology tools to maintain accurate records, track performance, and identify process improvement opportunities.

• Serve as a resource for students, families, faculty, and staff regarding account balances, payment options, collections processes, and institutional policies.

• Manage relationships with third-party collection agencies and other external partners, including performance monitoring and contract compliance.

• Apply leadership and management principles to daily operations. Communicate changes, updates, and priorities for work completion.

• Serve as a communications manager for standard and targeted messages to students. Participate in university events and committees.

Minimum Qualifications:

Bachelor's or Master's degree and 4+ years of relevant experience or an equivalent combination of education and experience pursuant to Fla. Stat. 112.219(6).

Preferred Qualifications:

• 4+ years of experience in account management, billing, or financial operations in structured environments (e.g., higher education, healthcare, government, or corporate sectors).

• Experience supervising staff or providing informal leadership, such as mentoring, training, or guiding others in policy-driven environments.

• Experience providing customer service and resolving financial inquiries in high-volume settings.

• Knowledge of billing processes, such as payment processing, third-party billing, waivers, and refund procedures.

• Demonstrated ability to analyze financial data, identify discrepancies, and recommend or implement process improvements.

• Intermediate proficiency in Microsoft Excel, including the use of formulas, pivot tables, and data analysis tools.

• Familiarity with enterprise financial systems (e.g., PeopleSoft, Workday, or similar platforms).

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Unless explicitly stated on the job posting, it is UCF’s expectation that an employee of UCF will reside in Florida as of the date the employment begins.