Job Summary:

The Accounts Receivable Manager will supervise the operations of the Student Accounts (Accounts Receivable) team at Hawai‘i Pacific University in support of the dual objectives to optimize the student experience and minimize delinquent accounts. The incumbent will lead and direct staff, overseeing day-to-day operations and ensuring the accurate and timely resolution of customer service inquiries related to tuition, fees, invoices, payments, refunds, collections, delinquent accounts, and university receivables.

Qualifications:

Minimum Qualifications:

• Bachelor’s Degree in Business, Accounting, Finance, or related field
• Two (2) years of experience with billing, accounts receivable, and/or collections
• Two (2) years of supervisory experience
• Three (3) years of customer service experience
• Two (2) years of experience with computerized accounting programs.
• Advanced proficiency with Microsoft Office products, including Excel, Outlook, PowerPoint, and Word, or comparable software
• Experience with Microsoft Office or comparable software, with intermediate skills in Excel required
• Experience handling customer service concerns and conflicts successfully and professionally
• Knowledge of Generally Accepted Accounting Principles (GAAP)
• Ability to plan and prioritize tasks independently in a fast-paced environment
• Ability to communicate professionally and effectively in written and verbal forms with executive, senior management, faculty, staff, managers, and technical staff.
• Ability to take initiative, seeking out areas of improvement to drive operations forward

Desired Qualifications:

• Two (2) years of experience utilizing enterprise accounting software, such as Ellucian (Banner), Transact (Cashnet), or related products
• Higher education and/or non-profit organization experience, specifically in the area of student accounts
• Demonstrated ability to lead a team of staff
• Experience in evaluating and documenting business processes and making recommendations for improvement

Other Qualifications:

• Candidates must be legally authorized to work in the United States. Visa sponsorship is not available for this position.
• Candidate must be able to work as directed during HPU’s Winter Break, if necessary.
• Must meet training and background check qualifications and comply with the Protection of Minors policy.
• Ability to reliably work all shifts, always communicating with supervisor if unable to attend work.
• This position is an essential position. Candidates must be able to successfully work from home, if needed.

Key Responsibilities/Essential Job Functions:

1. Supervision & Planning (10%)

• Participate in long-range planning, goal monitoring and goal setting, team strategy, vendor/system selection, and policy and procedure development.
• Plan ahead, maintaining knowledge of the Academic Calendar and related payment, withdrawal, collections, and related deadlines to ensure staffing coverage is maintained.
• Supervise, train, and manage the activities of direct reports to ensure efficiencies and productivity.
• Create and implement changes to work assignments among staff to meet operational needs, maximize efficiency, and manage customer service demands.
• Review periodic reports submitted by subordinates to monitor activities, anticipate problems, and ensure accurate recording of transactions in HPU accounting system.
• Jointly work with Controller, Director of Student Accounts, and team members to analyze and resolve complex or difficult problems surfaced by co-workers, students, or faculty members.
• Recommend changes to policy or procedures to leadership.

2. Manage Day to Day Operations (50%)

• Oversee daily functions of the team:Monitor and ensure the timely and accurate resolution of customer service inquiries through all channels (in person, phone, voicemail, videoconferencing, and live chat). Customers may include students, parents, guardians, faculty, other HPU staff, and/or external customers and stakeholders.

Independently research and resolve escalated student inquiries, referring issues to higher level management when required.
Ensure that professional, courteous staffing is maintained at all times via all channels. Ensure in-person coverage and cash collections functions are maintained at all posted times in the Student Services Center.
Manage daily cashiering functions, ensuring adequate cash handling controls and policies are followed and that reports are filed for cash payments in excess of thresholds as enforced by the IRS.
Oversee refunding activities, ensuring all payment refunds are processed accurately and timely.
Ensure daily, weekly, and monthly processes, reconciliations, and reviews are completed timely and accurately (for example, for the posting of unresolved admissions fees, or reconciliations between the collections system and the university’s student accounts system).
Monitor and ensure the timely resolution of requests for exceptions to the university’s financial policies.
Oversee processes related to non-student activity including all university deposits, wire posting, and non-student invoicing and receivables.

• Ensure security and exceptional organization of physical and digital spaces and records.
• Ensure accurate, thorough desktop procedures (job aids/business process guides) are developed and maintained.

3. Student Account Maintenance and Accounts Receivable (25%)

• Execute key processes and reviews for the maintenance of accurate, up-to-date student accounts, including:Developing, testing, maintaining, and implementing tuition and fee assessment rules each term

Researching and resolving discrepancies with tuition and fee calculations
Processing student statements (eBills) at least monthly
Assessing late fees in accordance with policy
Reviewing and ensuring the accuracy of payment plans, and taking steps to increase participation in payment plans as appropriate
Processing account balance holds timely and accurately as outlined in policy
Preparing for and handling administrative drops for unresolved account balances in excess of the threshold
Reviewing and monitoring third-party billing payments and invoices, ensuring timely and accurate processing of contract and exemption data entry and invoicing
Preparing, reviewing, and reporting annual 1098-T Tuition Statements to students and the IRS
Reviewing data entry for payment processing, late fee reversals, and all other entries to student accounts for accuracy and compliance with policy
Reviewing unbalanced debits and credits to student accounts and resolving by applying transactions appropriately within the student financial system
Reviewing and directing the processing of write offs and write off reversals during and at year-end
Ensuring the timely processing of financial exceptions when approval or denial is received

• Proactively prepare, review, and analyze reports on outstanding accounts, identifying trends, making recommendations to management, and directing staff to take action to minimize unpaid balances.
• Prepare and review reports related to revenue reporting for revenue-share agreements.
• Analyze student accounts for referral to third-party collections agencies and complete tasks necessary to submit receivables to agencies in compliance with applicable law and regulation.
• Seek knowledge from appropriate external authorities and stay up-to-date on applicable law, regulation, guidance, principles, and best practices.
• Review and update data elements used for reporting and assessment in the student financial system.
• Maintain eMarkets (digital stores) used for various purposes in the university’s payment system.

4. Communications (10%)

• Manage student communications related to payments, account balances, and delinquent accounts. Ensure students are notified of consequences of nonpayment and pending actions to their account, such as refunds, holds, administrative drops, and referral to collections. Develop systems and processes for the acknowledgement of and thanks for student payments and satisfaction of unpaid balances.
• Maintain and update HPU web pages, printed and digital materials, and documents related to student accounts and receivables.
• Maintain and ensure the accuracy of the university’s chatbot question library. Review and monitor livechat conversations.
• Prepare and publish the university’s Tuition & Fee schedule annually, ensuring all rates reflect board approved amounts and include all relevant charges, fess, and assessments.
• Participate in in-person and virtual student-focused communications activities and events, ranging from New Student Orientation to ‘Ohana Check-Ins and more.
• Review, maintain, and update language in the university’s Financial Responsibility Statement and related language in the Student Handbook.
• Maintain the appearance and content of student eBills, Activity Details , and the student payment portal system.

5. Other (5%)

• Manage seasonal peaks. This may require working outside of normal business hours.
• Represent the Business Office on various committees, such as Banner Services Committee (BSC) and other committees and assignments as appropriate/assigned.
• Resolve accounting and system issues as they arise.
• Participate in system upgrade testing and assist with projects as assigned.

This description is not designed to list all activities, duties or responsibilities which may be required for this job. Other duties, responsibilities and activities may be assigned at any time.

Hawai'i Pacific University is an Equal Opportunity Employer committed to fostering a diverse, equitable environment in which faculty and staff can excel irrespective of race, color, national origin, sex, disability, age, genetic information, sexual orientation, gender identity/expression, marital status, or any other protected class covered by state and federal law. Hawai'i Pacific University encourages applications from veterans and individuals with disabilities. A pre-employment background investigation is performed on candidates selected for employment.

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Flexible schedule
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Ability to commute/relocate:

• Honolulu, HI: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Integrated library system (Preferred)

Work Location: One location

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