Under the supervision of Assistant Bursar, the Manager of Collections has the responsibility of designing and re-designing processes to collect debts from students, non-student customers, including, but not limited to, the most difficult-to-collect debt. Observe and review the interactions of staff members with clients to ensure that collections are done according to university policies and regulations. Directly supervise the collections staff. Reconciling customers’ receivable accounts both to the general ledger and to the outstanding invoices and particular charges that remain unpaid. Managing the placement of holds and late fees to the appropriate student accounts. Maintain a commitment to teamwork and provide exemplary customer service. Assist and support all campus-based loan staff and provide accurate, detailed information and guidance to students.

REQUIRED QUALIFICATIONS

• Education: Bachelor’s degree Accounting, Finance, or a related field.
• Experience: 5 years of experience in collections, accounts receivable, or bursar roles. Proven leadership and management experience.
• Knowledge, Skills, Abilities: Strong analytical and problem-solving skills. Experience with relevant software and systems. Experience in a higher education setting. Accurate data entry, calculation and financial analysis skills; Ability to identify and solve reconciliation information/issues; Excellent negotiation skills. Candidates should have strong people skills and possess experience in diffusing potentially volatile situations, handling frustrated customers and appropriately resolving their conflicts.

PREFERRED QUALIFICATIONS

• Education: Bachelor’s Degree
• Experience: Prefer four years’ related experience in managing a team, collection and customer service experience in Higher Education in addition to cash handling experience. Considerable knowledge of federal, state and university rules and regulations pertaining to the disbursement of all UT Knoxville student financial aid.
• Knowledge, Skills, Abilities: Possess the ability to interpret complex financial data and apply institutional, State, and Federal Procedures and regulations. Other qualities needed for this position include the ability to multi-task, be detail-oriented, work well under pressure (must meet deadlines), honesty, dependability and maintain confidentiality as required by FERPA regulations.
  Work Location: University of Tennessee Knoxville. This position is in-person.

• Manages the employees who collect past due student and departmental balances.
• Handles complaints or difficult calls.
• Make sure employees comply with company policies when contacting individuals and other companies to collect past due balances that they owe.
• Ensures all written correspondence complies with company policies in terms of verbiage and frequency of contact.
• Keep up with changes in state and federal laws governing debt collections and make sure employees receive training on any changes in laws.
• Make sure the collectors on staff operate within the confines of the Federal Fair Debt Collection Practices Act (FDCPA) when making phone contact with individuals and companies.
• Monitors call reports to make sure collectors are making enough phone contacts each day.
• Identifies areas of the collection process that need improvement.
• Pull reports for graduation, holds, advances and enrollment and upload to UCollect for processing.
• Provide general information to students, faculty and staff about VA education benefits and TN Strong Act benefits.