The GRCC Student Financial Services Office is responsible for all College cash and the billing and collection of over $55 million in tuition and fees annually. The Director of Student Financial Services provides leadership in the delivery of cashiering and student account services, ensuring institutional compliance and exceptional customer service. The Director is responsible for development, management and oversight of service goals, policies and procedures. They supervise and direct staff responsible for providing front line customer service, phone services and functional processes in the office and serve as a leader in resolving complaints and assisting customers with exceptional circumstances.
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Provide oversight and direction for Student Financial Services staff, including hiring, training, and evaluating. Schedule and direct the daily activities of staff to ensure institutional compliance and exceptional customer service
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Maintain current knowledge of rules, regulations, and compliance requirements for FERPA, VA, PCI, Collection, Litigation, Cash Management and Bankruptcy and other issues as applicable
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Design, implement, and maintain a robust internal control system within the department. Oversee the daily reconciliation of individual cash drawers for all staff
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Perform internal audits of cash operations, review deposit reports, review account write-offs, and monitor staff cash activities
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Assist customers and staff with exceptional circumstances regarding student accounts, payments, refunds, residency, tuition appeals, and other Student Financials functions and take a lead role in resolving service issues and complaints
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Ensure the security and confidentiality of student payment information and other sensitive documents in Student Financial Services
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Plan and manage customer service. Establish and document service goals, policies, and procedures. Evaluate effectiveness of existing service procedures, recommend and implement improvements
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Develop, implement, and maintain the annual department plan
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Assume responsibility for the department budget
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Collaborate with technology staff to develop and implement functionality and improvements within the Campus Wide Information System and other web services
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Collaborate with the financial services team to assure efficient processing of student accounting functions
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Collaborate with other student service departments to identify customer service needs and implement improvements. Promote cross training and communications.
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Collaborate with academic departments to coordinate the financial aspects of Study Away programs offered by the College
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Collect data and provide analysis of department services and activities
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Oversee projects and maintain effective budgetary controls
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Serve on college/departmental committees as needed
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Establish tuition due dates and develop a student communication plan
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Oversee the documentation for all Student Financial Services processes and procedures, ensuring there are no informational gaps
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Establish payment plan dates and work with vendor to set-up dates in CWIS
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Develop a process for disbursing and billing for direct student grants( examples are HEERF, Ottawa Co. Gap Grant, MI Reconnect Wraparound, MI Echo Wraparound)
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Serve as backup to the Functional Analyst
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Provide oversight and support for collection activities related to student accounts and other amounts owed to the institution
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Take a lead role in evaluating and selecting third party vendors for refunds, payment plans, armored and collection services including selecting a team, conducting interviews, making a recommendation and developing a plan for service implementation
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Review, seek peer feedback and update college policies owned by Student Financial Services
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Maintain records for bankruptcies and adjust accounts accordingly
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Perform professional judgment to adjust student financial accounts when needed in accordance with required policy timelines
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Ensure processes and policies align with staff safety
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Regular attendance during normal scheduled hours is required. Being present is essential for serving customers and performing the essential functions of this position
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Performs other related duties as assigned
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Excellent listening and communication skills, both verbal and written. Must demonstrate a high level of customer service and ability to communicate effectively with a diverse student, staff and business partner population
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Demonstrated problem solving skills, and ability to evaluate, analyze, create, and make decisions with critical scenarios
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Leadership management skills to manage people and department initiatives and operations. Ability to provide guidance, communications and counsel to other staff members
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Exceptional planning and organizational skills and the proven ability to manage multiple, complex projects simultaneously
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A high level of personal and professional integrity and ability to maintain confidentiality
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Ability to delegate work appropriately, set clear directions and goals and manage the workflow of staff
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Ability to function effectively as a member of a team in a multi-person and high volume customer service department with many interruptions
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Ability to work evenings, weekends and additional hours as needed
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Demonstrated ability in planning, marketing, and implementing complex programs and projects
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High level of energy, creativity, enthusiasm, and motivation
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Commitment to continuous quality efforts – both organizationally and individually
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Proven problem solving, mediation, and decision-making skills
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Ability to work collaboratively with diverse groups and individuals in a team environment
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Ability to perform functions of the job efficiently and effectively in stressful situations
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Demonstrated ability to work and communicate effectively with a diverse student body, staff, and members of the larger community
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Possess the personality and enthusiasm to work with students, college staff, and general public
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Proficient in software applications including PeopleSoft, Microsoft Office (MS Word, Excel, Publisher, Power Point), Gmail
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Ability to take initiative, to follow through, and effectively manage multiple projects in a timely manner
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Excellent public relations and customer service skills
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Ability to work under pressure
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Possess mature judgment and be flexible in regards to interruptions and the ability to handle pressure situations
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Must use good judgment in handling sensitive, confidential, or difficult situations in a pleasant and professional manner