Collections Specialist

Overview

This Collections Specialist oversees internal and external student accounts receivable for students navigating institutional financial obligations. The role focuses on proactive accounts receivable management, compliant collections, and solution-oriented service to students and partners to support student retention and financial responsibility.

Responsibilities

Internal Collections

• Contact students with past due accounts to request payment.
• Negotiate payment plans with students who are unable to pay their balance in full.
• Work with the student accounts department to resolve billing discrepancies or errors.
• Maintain accurate records of all collection activities and update the student accounts database.
• Prepare reports and analyses related to internal collections and present findings to university leadership as needed.
• Collaborate with other departments to develop and implement student accounts receivable collections policies and procedures.
• Adhere to all federal and state regulations governing debt collection practices, including the Fair Debt Collection Practices Act (FDCPA).
• Participate in professional development to stay current on collections best practices and regulations.

External Collections

• Manage relationships with external collections agencies, including monitoring performance.
• Coordinate with the student accounts department to identify delinquent accounts and develop strategies for external collections.
• Review and approve external collections agency reports, ensuring accuracy and completeness of data.
• Respond to inquiries from external collections agencies, students, and other stakeholders regarding collections activity.
• Develop and implement policies and procedures related to external collections and ensure compliance with industry best practices and regulations.
• Monitor the effectiveness of external collections strategies and recommend improvements as needed.
• Maintain accurate records of all external collections activity and update the student accounts database.
• Prepare reports and analyses related to external collections and present findings to university leadership as needed.

Student Accounts / Business Services (May Serve as Back Up)

• Assist students with questions related to payments, holds, and refunds.
• Run student account reports and analyze student accounts and records for accuracy and completion.
• Contact students regarding past due accounts to collect money owed to the university.
• Process student requests for refunds as required by federal regulations and university policies/procedures.
• Communicate clearly and concisely with students, update comments, and document conversations in the student management system.
• Walk through the payment plan process with students.
• Coordinate with other departments (e.g., financial aid, admission, student success, military) as needed to address student-related account inquiries and document outcomes.

Other

• Participation in annual commencement may be required as determined by university needs.
• Other duties as assigned by management.

Requirements

• Christian commitment: vital Christian faith and lifestyle.
• Supportive of the evangelical mission and purpose of Azusa Pacific University Global.
• Associate’s degree.
• Minimum 2 years of previous experience in one or more of the following:
  • student accounts
  • customer-based accounting positions (e.g., collections, loan administration)
  • customer service
  • closely related field.

Preferred Qualifications

• Bachelor’s degree.
• Previous experience working in higher education.
• Knowledge of Azusa Pacific University Global policies and procedures.

Compensation & Benefits

• Full-time, Non-exempt position (Grade 6)
• Starting hourly range: $20.11 – $25.13
• Salary ranges listed represent a good faith and reasonable estimate of the range of possible compensation at the time of posting; actual compensation depends on factors including relevant experience and qualifications.

Location & Work Schedule

• Primary work location: Remote

  • The employee’s home office is the primary work location and must be located in a state APU Global is registered in.
  • Position classification is subject to change based on business needs and job performance.
  • If an employee changes their physical location/residence to another state, it could impact future employment.

• Remote expectation:

  • Employees must be able to fulfill job responsibilities with minimal distractions.
  • Regular dependent care arrangements during work hours are expected.
  • Fully remote; travel may be required to meet business demands, university needs, or team meetings as necessary.

• Schedule:

  • Willingness to work standard hours Monday–Friday, 8:00 AM – 5:00 PM PST, with the exception of one late shift per week.
  • Late shift (typically 9:30 AM – 6:00 PM PST) will be scheduled between Monday and Thursday depending on department needs.

Additional Information

Knowledge, Skills, and Abilities

• Exceptional customer service skills, including interpersonal and active listening skills, analytical and critical thinking to interpret and respond appropriately to diverse groups.
• Ability to manage challenging student communications and escalations.
• Ability to communicate clearly and concisely with tact and diplomacy in oral and written communications.
• Ability to work effectively in a team environment while focusing on student needs.
• Ability to exercise initiative, prioritization, and accountability.
• Knowledge of billing procedures, compliance, and collection techniques.
• Computer proficiency and ability to learn a variety of applications, including Google Suite, Microsoft Office Suite, ERP, SIS, CRM, telephony, payment, and communication systems.
• Familiarity with database systems, including data entry, queries, and running reports.
• Ability to accurately perform key mathematical functions.
• Ability to work efficiently in an organized manner in a fast-paced environment with interruptions and fluctuating workloads.
• Ability to manage, interpret, and adapt guidelines and procedures in a complex university setting.
• A positive, cooperative, Christ-like attitude supportive of the university and its mission.

Mental Demands

• Ability to gather data, compile information, prepare reports.
• Ability to investigate, analyze information, draw conclusions.
• Critical thinking, independent judgment, priority setting, and problem-solving.
• Ability to maintain confidentiality and manage confidential information.

Physical Demands

• Ability to stand, walk, and sit for extended periods.
• Sufficient hand/arm/finger dexterity to operate a computer keyboard and other office equipment.
• Visual acuity to read words and numbers.
• Speaking and hearing ability sufficient to communicate in person or over the telephone.
• Ability to exert up to 10 pounds of force and occasionally lift/move up to 15 pounds.

Technologies

• Google Suite: Gmail, Google Docs, Google Sheets, Google Slides, Google Meets
• Microsoft Office Suite: Microsoft Word, Microsoft Excel, Microsoft PowerPoint
• Communication and collaboration: Slack, Zoom (or similar virtual meeting platform), Dialpad (telephony)
• Computer systems: Salesforce (CRM), Jenzabar J1 (ERP and SIS), Nelnet and Authorize.net (payment systems) or similar platforms

Non-Discrimination Statement

The organization is dedicated to equal employment opportunities and employment decisions based on individual qualification without regard to protected characteristics under applicable federal, state, and local laws. Additional statements regarding the organization’s Christian mission and eligibility to subscribe to and support its identity and statement of faith apply.