Collections Specialist

ABOUT US

The University of Massachusetts Global is a private, nonprofit affiliate of the University of Massachusetts, created to help working adults change their lives through flexible, high-quality education built for real life. Regionally accredited by the WASC Senior College and University Commission (WSCUC) and recognized by U.S. News & World Report among the Best Online Programs for 13 consecutive years (2013–2025), the university has a long track record of online innovation. Students across 49 states and internationally can upskill, reskill, and move forward without putting life on hold through technology-enabled, real-world learning. With 55 fully online, career-focused programs designed around the realities of work, family, and constant change, we remain ever-focused on developing future-ready learners who can thrive in a rapidly shifting world.

ABOUT THE ROLE

The Collection Specialist researches and collects on past due student accounts using all available resources (telephone, written communication with routine follow-up, etc.). This position requires an exceptional ability to communicate solutions clearly and concisely in a logical manner along with excellent customer service, strong organizational skills and the ability to carry out duties in a timely and independent manner. Position will also coordinate and communicate as well as monitor collections activity with outside collection agencies. Position requires experience with Ellucian Banner ERP, including Accounts Receivable and Student modules, as well as familiarity with Argos reporting software and Regent Education Financial Aid system

TYPE OF SUPERVISION

Receive general supervision from the Assistant Vice Chancellor, Student Accounts

• General Supervision — indicates that the incumbent performs a variety of duties; some of which may be complex duties within established policy guidelines; and receives occasional supervision.

POSITION DUTIES AND RESPONSIBILITIES

ESSENTIAL FUNCTIONS

• Contact past due students to resolve and collect outstanding accounts and ensure timely follow up for payment and resolution.
• Prepare clear and concise written correspondence to resolve and collect outstanding accounts.
• Review Banner Student and Accounts Receivable ERP, as well as Regent Education Financial Aid system to analyze and investigate a wide variety of student related information, including AR, Financial Aid and Student Registration modules
• Resolve complex account issues including but not limited to payments due, accounting adjustments, refunds, registration and financial aid issues, via daily interactions with staff, parents, students, other university departments and third-party vendors
• Prepare monthly review of accounts to facilitate bad debt write off in accordance with university policy. Accurately adjust accounts for bad debt write off and assign to collection agencies.
• Coordinate collection agency activities including but not limited to account resolution and disputes, account settlement, analyzing agency inventory, payment posting, account adjustments and bankruptcies
• Serve as the liaison for One Stop teams and university departments for any collections related questions and issues
• Review the annual filing of Franchise Tax Bureau tax intercept candidates for accuracy and integrity, including verification of balances, applying appropriate filters and identifying population of students for submission and pre-intercept communications.
• Generate State of CA required pre-intercept letters and emails within state mandated timelines.
• Respond to student inquiries responding to pre-intercept notices and reflect balance changes and comments in tax intercept records depository.
• Prepare an upload file for tax intercept state submission within state defined timelines.
• Maintain and update tax intercept records depository and prepare adjustment files to be submitted to the state.
• Weekly review of State reports for full or partially intercepted students, work with Cashiering to ensure correct General Ledger entries and communicate balance changes to two collections agencies for impacted students.
• Weekly review of external collections agency activity reports to identify fully or partially paid students and generate adjustment file to the State.
• Work with impacted students and respond to inquiries during post-intercept phase.
• Provide ad-hoc reports and responses as needed.
• Other duties as assigned or assumed, including, but not limited to serve as a backup for cashiering, refunding, student accounts and third-party billing functions, assisting with Student Accounts related tasks, assignments and other special projects.

POSITION SPECIFICATIONS AND REQUIREMENTS:

EDUCATION, EXPERIENCE, CERTIFICATION AND/OR LICENSES:

• 3 to 5 years of experience in collections or equivalent experience.
• Desired: Associate or Bachelor's degree in accounting or related field or equivalent working experience.
• Experience in Higher Education, accounts receivable and collections.
• Experience with at least one and preferably Ellucian Banner modules: Accounts Receivable, Financial Aid
• Experience with Argos reporting tool
• Experience with Regent Education Financial Aid system

ESSENTIAL KNOWLEDGE, SKILLS, AND ABILITIES:

• Knowledge of federal and state financial aid.
• Knowledge of Bankruptcy Laws and Filings
• Excellent oral and written communication skills using a variety of tools and the ability to communicate effectively at all levels.
• Strong interpersonal skills and exceptional ability to deliver customer service/experience in a fast-paced environment.
• Excellent problem-solving skills and ability to apply good judgement during times of high volume.
• Demonstrated ability to handle adverse situations with a high degree of tact.
• Excellent organizational and technical skills and ability to work within deadlines.
• Intermediate level of knowledge of Microsoft Office tools, particularly Word, Excel and Outlook.
• Demonstrated ability to work independently, take initiative, and exercise discretion and judgment.
• Strong team player.
• Demonstrated ability to multi-task and perform effectively taking the appropriate steps to achieve success by maintaining the highest level of service within the constraints of law, regulations, budget and university policy.

Machines, Tools, Equipment, Electronic Devices and Software: Personal computer and intermediate knowledge of Microsoft Office Suite, including word, excel, and outlook.

Contact with Students: Frequent

Contact with Faculty and/or Staff: Frequent

Contact with Community and Vendors: Frequent

This position is hybrid, and candidates must be within a reasonable driving distance from the Central Admin Office in Aliso Viejo, CA 92656.

Unless otherwise indicated, work hours are based on Pacific Time (PST). Employees must be available for collaboration during core hours from 10am to 3pm (PST).

Please note: UMass Global does not sponsor work visas for this position. Applicants must be legally authorized to work in the United States without employer sponsorship, both now and in

the future.

The hiring range for this position is $22.00 - $24.50 per hour. Offers are determined by a variety of factors, including but not limited to geographical location, knowledge, skills, years & depth of experience, and equity with internal team members.

SPECIAL REQUIREMENTS: Position may be required to work flexible hours particularly given the need to support students’ or stakeholders’ extended hours of operation and may require occasional weekend and/or evening work. Applicants for this position are subject to a background check and a criminal history review. While this position is mostly remote, it requires weekly or as needed presence at the university office of Aliso Viejo, CA.