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University of Rochester Collections Specialist - 218989 in Rochester, New York

Collections Specialist

Job ID



Central Admin-Sr VP & CFO

Full/Part Time


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Full Time 40 hours Grade 009 Bursars Office-Finance


8 AM-5 PM


Position Summary:

This professional staff member reports to the University Bursar and is responsible for collection of past due accounts from current and former students in accordance with University of Rochester accepted procedures and policies, and management of inquiries from students, families, and collection agencies (written and verbal) concerning the validity of debt.

Reporting to the University Bursar, the Collections Specialist has primary responsibility for coordinating core activities in support of the collection of student account receivables. The position is responsible for oversight of the collection management process as well as ensuring the efficient and accurate processing of University change of status. The Collections Specialist serves as a counselor to students and parents, and as a representative of the University in all matters related to student accounts and collections.

The Collections Specialist exercises considerable independent judgment to devise new approaches, solve difficult problems, and question the practices currently in place. The Collections Specialist utilizes multiple avenues to continually assess the office's procedures to identify opportunities to improve customer service, office efficiency, effectiveness, and compliance.

The Collections Specialist must possess excellent oral communication skills, writing, time management, and organizational abilities that demonstrate proactive problem solving and convey a professional and enthusiastic attitude in a culturally diverse environment The Collections Specialist must also possess demonstrated customer service experience that incorporates a global perspective along with a commitment to issues of diversity and the ability to work in a team setting with all levels of management, faculty, and staff.



Meets with collection agencies and makes recommendations

  • Manage the collection of delinquent accounts receivables for the College; Simon Business School; Warner School of Education; the School of Arts and Sciences; Hajim School of Engineering & Applied Sciences; Eastman School of Music; and the Eastman Community Music School

  • Work effectively with parents, students, and faculty, staff, and collection agencies to resolve differences in a transparent, honest, constructive and ethical manner

  • Establish guidelines, processes, and procedures - within industry standards - to process the collection of past due accounts and delinquent balances through direct contact with students by letter, telephone and email; to ensure that the office maintains accurate detailed records.

  • Knowledge and ability to interpret all federal. state and local laws, regulations, policies and procedures governing collections including the FDCPA, FCRA, CCPA, CFPB and New York State Code.

  • Works with the University Bursar to ensure that University Financial Responsibility Agreements (with approval from University General Counsel) contains the appropriate language to aid in the collection process (should it be necessary).

  • Compile and create monthly aging reports for the University Bursar to share with the University Controller.

  • Supervise all student account records, billing and collections of delinquent accounts with diplomacy and decisiveness, which includes but is not limited to the following.

  • Investigate and collect information on delinquent accounts and negotiate reasonable repayment solutions while preserving the goodwill 211d underst211ding of students 211d parents to the greatest extent possible.

  • Employ the use of skip tracing to see if accounts can be maintained in-house and a payment arrangement made with the debtor before placing with an agency.

  • Submit accounts to assigned collection agency when necessary and monitor agency's performance on a monthly basis.

  • Develop and create various templates, forms, and publications to support the collection process, as well as supporting the overall objectives of the office's communications efforts.

  • Respond to all inquiries regarding past due accounts and follow up as necessary to ensure prompt payment

  • Add late fees, restriction holds and notices to students' accounts as needed.

  • Interact with external collection agencies and participate in audit projects

  • Ensure the effective utilization of technological opportunities to continually advance and improve the program(s) process for students and parents.

  • Research regulatory requirements to stay current on all guidance, regulations, requirements, etc. from the Department of Education and other regulatory entities. Serve as the office expert for the assigned program(s).

  • Maintain orderly records of all student account information and ensure compliance of all records.

  • Compile, code, categorize, calculate, tabulate, audit and verify all student account information and data on a regular and/ or assigned basis.

  • Create on-line account comments to ensure proper documentation of collection efforts utilized to either secure payment or recommend collection agency assignment

  • Demonstrate ability to maintain pleasant, positive, cooperative and high customer service manner and approach at all times as well as the skill and willingness to "go the extra mile" to provide excellent student-centric service.

In School Account Management

  • Communicate and follow up effectively internally or with other departments regarding student accounts in a timely manner and establish and maintain effective and cooperative working relationships.

  • Strong research and analysis of accounts prior to initiating contact with a student or parent as well as on demand account research as customers inquire about their past due account balances.

  • Complete timely and accurate recording and verification of student charges, Fin2llcial Aid awards and other student related expenditures and payments - including all necessary adjustments.

  • Provide in-depth guidance and creatively solve problems related to student account billing. statements, 211d other financial transactions, including payments.

  • Participates in meeting the guidance and informational needs of students and parents through individual interviews, written correspondence, conferences, and training sessions.

  • Monitor past due balances for current students using the production bill file, after the monthly bill run, sort by college and disseminate these lists to various entities across the University.

  • Establishes and manages the process of sending out both written and email correspondences to students identified as past due with financial holds.

  • Demonstrate the ability to accurately research and understand the basic principles of Financial Aid, and be able to look at Webclient (PF AIDS) to see if a student has completed the documents necessary to receive a financial aid award, or be able to let a student know they have outstanding requirements.

  • Serve as the Bursar's Office liaison to Financial Aid and be able to effectively communicate what is requited before a student account can be cleared - in accordance with Bursar policy.

Change of Status

  • Ensures that all University, Federal,. and other policies and regulations related to financial matters are met when students change their status or withdraw from the University by reviewing change of status forms received from the academic advising offices at the College, Eastm20 School of Music, Simon, Warner, and the Arts & Sciences and Engineering graduate school

  • Serve as Bursar's Office liaison (and primary resource) for various University Office in relation to the change of status process, working closely to ensure timely and efficient processing of student account changes and effective communication with students and other department(s); assuming major responsibility for maintaining effective communication and coordination with other University departments with regard to all financial aid matters; and serving as the main contact in order to resolve billing questions.

  • Creates appropriate adjustments to student accounts and initiates revised billing as required.

  • Coordinates activity with the Financial Aid Office to ensure that refunds due to withdrawals are timely and meet Federal regulations that relate to the order in which credits to accounts can be made.

  • Remains knowledgeable regarding University policy for proration of tuition and other charges when a student leaves the University.

  • Maintains a level of awareness of unique circumstances applicable to students attending different schools and colleges of the U Diversity.

  • Trains (if applicable) Bursar staff in required program knowledge related to counseling and casework for change of status students

Other Duties as Assigned

  • Serve as a resource for Bursar staff and as a role model of exceptional customer service behavior. Assist in the resolution of difficult customer situations.

  • May provide direct supervision to appropriate staff based on program assignment.

  • Collections Specialists proactively continues their professional development through resources such as professional publications, listservs, associations, and conferences/training, as well as mentor and motivate other staff to do the same.


AAS degree in business or accounting plus 3-5 years of related work experience; or an equivalent combination of education and experience. Experience working in a customer service environment with on-line computer systems and ability to communicate orally and in writing preferred.

Preferred Qualifications

Effective verbal and written communication skills, as well as demonstrated organizational skills. Demonstrated knowledge interpreting and analyzing Federal regulations. Experience collecting customer debts. Experience working in a University environment. Demonstrated ability to maintain composure and effectiveness when interacting with individuals who may be argumentative, hostile and/ or difficult Solid computer experience using systems such as ISIS, Workday, PowerFAIDs, and various collection agency portals and online reporting tools.

How To Apply

All applicants must apply online.

EOE Minorities/Females/Protected Veterans/Disabled