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Walden University

Walden University

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Lead Accounts Receivable Specialist


Empregos ID 43908BR Publicado 10/12/2019 Instituição Walden University Cidade San Antonio

GENERAL SUMMARY:

The Team Lead is responsible for coordinating daily operations related to account management, credit, and collections activities. This includes coordinating workflows of Account Specialists and Collections Specialists and ensuring the continuous delivery of all functional business processes within service levels. The Team Lead will motivate, mentor, and provide training and support to staff and serve as a collaborative liaison to cross-functional units within the organization on all matters that may influence a student’s financial account. The Team Lead ensures compliance with all applicable laws and regulations and institutional policies. The Team Leader ensures that the team is handling both inbound calls/emails as well as making outreach attempts in a productive manner both proactively and as part of campaigns to maximize student retention by resolving financial related problems, providing support/information, accepting payments and, where applicable, negotiating payment arrangements on delinquent accounts. This position will also be responsible for directly managing student accounts, inquiries, and escalations and collecting outstanding debt.

The Team Lead is also responsible for identifying opportunities to improve processes and better the student experience. This position may lead/participate in projects, be involved in testing new systems and enhancements, and may serve as a part of pilots and other initiatives

This position may require flexible working hours, including weekends, as and when necessary.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
  • Coordinate daily operations and processes related to student financial accounts and all credit and collections activities.
  • Coordinate workflows of Account Specialists and Collections Specialists.
  • Ensure continuous delivery of all functional business processes within service levels.
  • Serve as a subject matter expert on all policies and procedures related to assigned institutions.
  • Serve as a liaison to cross-functional units on all matters that may influence a student’s financial account.
  • Identify opportunities to improve processes, products and better the student experience.
  • Use Key Performance Indicators [KPI] to review the performance of team members.
  • Participate in projects, systems testing, pilots and other initiatives as requested.
  • Lead special initiatives or projects focused on process and service improvements.
  • Generate and/or analyze reports related to workflow management and progress of credit and collections activities.
  • Ensure compliance with all applicable laws and regulations and institutional policies.
  • Motivate, train, coach and mentor staff and perform quality assurance reviews.
  • Perform account management and collection activities to resolve outstanding student debt.
  • Respond to student requests, inquiries, and escalated issues.
  • Serve as the point of contact and assist team manager with leadership responsibilities in his/her absence.
  • Manage multiple tasks and priorities in order to meet fixed deadlines
  • Creative, innovative, able to work independently and in a collaborative team environment.
OTHER DUTIES AND RESPONSIBILITIES
May perform other duties and responsibilities that management may deem necessary from time to time.


TRAVEL REQUIREMENTS
Occasional travel may be required.
TECHNICAL, MANAGERIAL, and PEOPLE SKILLS REQUIRED
To perform this job successfully an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Incumbents will be evaluated, in part, based on performance of each essential function. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

EDUCATION and/or EXPERIENCE:

  • Bachelor’s degree or equivalent work and life experience required.
  • Minimum 4-6 years’ experience related to the duties and responsibilities specified, preferably in a service-oriented or educational setting.
  • Experience of leading teams or mentoring colleagues with coaching skills preferred.
  • Must be detail-oriented, customer-focused, and a self-starter.
  • Excellent verbal, written, and organizational skills are essential.
  • Strong commitment to education and excellent communication skills to handle student phone calls and emails accurately.
  • Strong financial, problem solving, and time management skills.
  • Ability to thrive in dynamic, fast-paced, and matrixed organizations.
  • Working knowledge of Microsoft Office Suite.
  • Effectively work with multiple databases and student platforms.
  • Familiarity with online learning and Internet technology a plus.


LICENSURE and/or CERTIFICATION




BUSINESS COMPETENCIES

  • Ability to build relationship and rapport with customers, employees, and students with diverse backgrounds.
  • Demonstrated ability to manage multiple tasks and priorities in order to meet fixed deadlines
  • Creative, innovative, able to work independently and in a collaborative team environment.
  • Ability to adapt to new and rapidly changing situations.
  • Excellent verbal, written, and organizational skills
  • Strong problem solving and time management skills.
  • Detailed orientated and able to maintain accuracy during repetitive manual processes.
  • Effectively work with multiple databases and technology platforms.
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