Collections Specialist

Job Description

The Collections Specialist oversees internal and external student accounts receivables for students navigating institutional financial obligations. Emphasizing proactive accounts receivable management and compliant collections, this role delivers exceptional, solution-oriented service to students and partners to promote student retention and fiscal responsibility across the university.

Number of Open Positions:1

Application Materials: Please submit a PDF of your resume/CV and provide at least two professional references who have served as your supervisor. Upload these files under the Documents section, located after "Links" and before "Questions" in the application. Please note that the email address you provide will serve as your account username for all future notifications. For any questions, please contact us at careers@lapu.edu.

Compensation:

This is a Full-time, Non-exempt position at Grade 6, with a starting hourly range of $20.11 – $25.13. Salary ranges listed here represent a good faith and reasonable estimate of the range of possible compensation at the time of posting. Actual compensation will depend on several factors, including but not limited to, the candidate’s relevant experience and qualifications

Primary work location:

Remote: This position is classified as "Remote". The employee's home office is the primary work location and must be located in a state APU Global is registered in. The classification of this position is subject to change based on business needs, job performance, etc. If an employee changes their physical location/residence to another state, it could impact future employment.

Remote Expectation:

We expect our employees to be able to fulfill their APU Global responsibilities with minimal distractions. While remote work does offer flexibility, employees should make arrangements for regular dependent care during work hours. This is a fully remote position; however, travel may be required to meet business demands, university needs or team meetings as necessary.

Schedule:

To best accommodate our students’ needs and various schedules, candidates must be willing to work standard hours of Monday-Friday, 8:00 AM – 5:00 PM PST, with the exception of one late shift per week. This late shift (typically 9:30 AM – 6:00 PM PST) will be scheduled between Monday and Thursday, depending on the department’s needs.

Required Experience / Education

• Christian Commitment: Vital Christian faith and lifestyle.
• Supportive of the evangelical mission and purpose of Azusa Pacific University Global.
• Associate’s degree.
• Minimum 2 years previous experience in one or more of the following areas: student accounts, customer-based accounting positions (e.g. collections, loan administration), customer service, or closely related field.

Desired Experience / Education

• Bachelor’s degree.
• Previous experience working in higher education.
• Knowledge of Azusa Pacific University Global policies and procedures.

Essential Functions

Internal Collections:

• Contacting students with past due accounts to request payment.
• Negotiating payment plans with students who are unable to pay their balance in full.
• Working with the student accounts department to resolve any billing discrepancies or errors.
• Maintaining accurate records of all collection activities and updating the university's student accounts database.
• Preparing reports and analyses related to internal collections activity, and presenting findings to university leadership as needed.
• Collaborating with other departments within the university to develop and implement policies and procedures related to student accounts receivable collections. Adherent to all federal and state regulations governing debt collection practices, including the Fair Debt Collection Practices Act (FDCPA).
• Participating in professional development activities to stay up to date on industry best practices and regulations related to collections.

External Collections:

• Managing relationships with external collections agencies, including monitoring performance.
• Coordinating with the student accounts department to identify delinquent accounts and develop strategies for external collections.
• Reviewing and approving external collections agency reports, ensuring accuracy and completeness of data.
• Responding to inquiries from external collections agencies, students, and other stakeholders regarding collections activity.
• Developing and implementing policies and procedures related to external collections, and ensuring compliance with industry best practices and regulations.
• Monitoring the effectiveness of external collections strategies and recommending improvements as needed.
• Maintaining accurate records of all external collections activity, and updating the university's student accounts database.
• Preparing reports and analyses related to external collections activity, and presenting findings to university leadership as needed.

Student Accounts/Business Services (May Serve as Back Up)

• Assist students with various questions regarding their accounts including but not limited to payments, holds, and refunds.
• Run student account reports, analyze student accounts and records for accuracy and completion.
• Contact students regarding past due accounts and provide due diligence in collecting money owed to the university.
• Process student requests for refunds as required by federal regulations and University policies/procedures.
• Communicate to students in a clear and concise manner, update comments and document all conversations in the appropriate area of the student management system.
• Walk through the payment plan process with students.
• Work with other departments (e.g. financial aid, admission, student success, military) as needed to address student related account and document inquiries

Other:

• Participation in annual commencement may be required as determined by University needs
• Other duties as assigned by management

Missional Expectations

All employees play a critical role in the establishment and maintenance of a robust Christian community that seeks to serve with grace the needs of all employees and students. As an APU Global employee, you are called to engage with your colleagues and all those that the university serves by modeling Christ-like character in all of your interactions. You will celebrate and honor other employees and students as being made in the image of God; be thankful, expressing gratitude to God and one another; build others up with your words; and work as an instrument of God's love seeking to heal a lost and broken world.

Knowledge, Skills, and Abilities

• Exceptional customer service skills including:
• Minimum 2 years previous experience in student financial aid, student accounts, customer-based accounting positions (e.g. collections, loan administration), or a closely related field.
• Outstanding customer service skills including interpersonal and active listening skills along with an analytical and critical thinking ability to interpret and respond appropriately to diverse groups of people in various situations.
• Capable of managing challenging student communications and escalations
• Ability to communicate clearly and concisely with tact and diplomacy in all oral and written communications.
• Ability to work effectively in a team environment and participate to get the job done, while continually focusing on the needs of the students.
• Ability to exercise appropriate personal initiative, prioritization and accountability.

• Knowledge of billing procedures, compliance and collection techniques
• Computer proficiency and knowledge of or ability to learn a variety of computer applications including but not limited to standard Google Suite, Microsoft Office Suite, ERP, SIS, CRM, telephony, payment and communication systems.
• General familiarity working in database systems including data entry, queries, and running reports.
• Ability to accurately perform key mathematical functions (e.g. addition, subtraction, multiplication, division).
• Demonstrated ability to work efficiently, in an organized manner and complete tasks in a fast-paced environment amidst interruptions and fluctuating workloads.
• Ability to manage, interpret, and adapt guidelines and procedures in a complex university setting.
• A positive, cooperative, Christ-like attitude supportive of the University and its mission.

Mental Demands

• Ability to gather data, compile information, and prepare reports
• Ability to investigate, analyze information, and draw conclusions
• Ability to engage in critical thinking, exercise independent judgment, set priorities, and solve problems
• Ability to maintain confidentiality and manage confidential information

Physical Demands

This position typically includes the following physical demands. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to stand, walk, and sit for extended periods of time.
• Sufficient hand, arm, and finger dexterity to operate a computer keyboard and other office equipment.
• Visual acuity to read words and numbers.
• Speaking and hearing ability sufficient to communicate in person or over the telephone.
• Ability to exert up to 10 pounds of force and occasionally lift and/or move up to 15 pounds.

Technologies

• Google Suite: Gmail, Google Docs, Google Sheets, Google Slides, Google Meets
• Microsoft Office Suite: Microsoft Word, Microsoft Excel, Microsoft PowerPoint
• Communication and collaboration: Slack, Zoom (or similar virtual meeting platform), Dialpad (telephony)
• Computer Systems: Salesforce (CRM), Jenzabar J1 (ERP and SIS), Nelnet and Authorize.net (payment systems) or similar platforms

Non-discrimination Statement

The University seeks to provide equal employment opportunities and is dedicated to the principle that access to employment opportunities be accorded to all employees and applicants on the basis of individual qualification and without regard to race (including traits historically associated with race, such as hair texture and protective hairstyles, including braids, locks, and twists), color, sex (including childbirth, breast feeding, and related medical conditions), national origin, ancestry, citizenship status, uniform service member status and veteran status, marital status, pregnancy, age (40 and over), protected medical condition (including cancer and genetic conditions), genetic information, disability (mental and physical),medical leave or other types of protected leave (requesting or approved for leave under the Family and Medical Leave Act or the California Family Rights Act), domestic violence victim status, political affiliation, or any other protected status in accordance with all applicable federal, state, and local laws.

The University is a Christian University of higher education. It is governed by a self-perpetuating Board of Trustees. The University reserves the right to maintain its heritage and destiny as a Christian witness in higher education and asserts its right to employ and retain only those persons who subscribe to and support Our Identity and Statement of Faith.

This job description is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills, and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. This document does not represent a contract of employment, and Azusa Pacific University Global reserves the right to change this job description and/or assign tasks for the employee to perform, as the University may deem appropriate.