Director of Student Accounts

Hawaii Pacific University; Honolulu, Northern (HI, KY); Hybrid; USD 120,000 - 180,000; Full time

Job summary

Hawaii Pacific University seeks a Director of Student Accounts to lead the Student Accounts team within the Business Office. You will oversee tuition and fee assessment, eBill statements, account reconciliations, payments, refunds, and payment plans while driving improvements in cash flow and customer service.

This on-site role in Honolulu requires strong leadership, Ellucian Banner expertise, and a focus on data integrity and compliance.

Qualifications

• Bachelor’s degree or equivalent work experience with 5+ years in accounts receivable and collections.
• 5+ years experience with automated student accounting programs.
• Intermediate proficiency with Microsoft Office Suite and Windows.
• 2+ years of management experience.
• 2+ years of customer service experience.

Responsibilities

• Oversee tuition and fee assessment, including monitoring fee audits.
• Ensure timely generation and distribution of billing statements and communications.
• Monitor student accounts receivable and delinquent activity; develop collection strategies.
• Direct cashiering, payment processing, and daily reconciliations; oversee payment plans and third-party billing.
• Oversee processing of refunds and reconcile student financial activity.
• Ensure compliance with regulatory requirements (FERPA, Title IV, IRS).
• Develop reporting tools and dashboards; provide operational and financial reports to leadership.

Skills

Accounts receivable

Customer service

Management

Microsoft Office

Communication

Education

Bachelor’s Degree in Accounting, Finance, or other business-related field

Tools

Ellucian Banner

Job description

Job Summary

Serving as a senior member of the HPU Business Office leadership team, the Director of Student Account’s primary focus is to lead and direct the activities of the Student Accounts area. This section is responsible for financial activities related to student accounts, including assessing tuition and fee charges, preparing eBill Statements, interpreting and auditing student account balances, processing student payments and refunds, assisting with payment plans and past due balances, connecting students to financial resources and enhancing student financial literacy, and handling the consequences of nonpayment. Key outcomes of this position include maximizing the conversion of receivables to cash, reducing the ratio of unpaid accounts as compared to total net tuition charges, maximizing cash receipts from third-party billing arrangements, and ensuring excellent customer service to students, families, and the university community.

Location

This on-site position will be based out of our Business Office, located at Waterfront Plaza in downtown Honolulu.

Qualifications

Minimum Qualifications

• Bachelor’s Degree in Accounting, Finance, or other business-related field or equivalent work experience (minimum of five (5) years of accounts receivable and collections).
• Five (5) years of experience with automated student accounting programs.
• Intermediate proficiency with Microsoft Office Suite and Windows.
• Two (2) years of management experience.
• Two (2) years of customer service experience.

Desired Qualifications

• Higher Education and/or non-profit organization experience.
• Ability to effectively prioritize and execute tasks independently in a fast paced and rapidly changing environment.
• Ability to work in an environment that utilizes excellent time and stress management skills.

Other Qualifications

• Demonstrated ability to communicate effectively in both oral and written English with executive, senior management, faculty, staff, managers, technical staff, and students and parents/guardians.
• Ability to establish and maintain effective working relationships.
• Ability to follow up to pursue needed information and solutions.
• Experience utilizing Ellucian (Banner) software.
• Candidates must be legally authorized to work in the United States. Visa sponsorship is not available for this position.
• Report to work obligations to support the department and will require work during HPU's winter break at month end.
• Must meet training and background check qualifications and comply with the Protection of Minors policy.
• Able to work all shifts and extended hours.
• This position is an essential position. Candidates must be able to work from home, if needed.

Key Responsibilities/Essential Job Functions

1. Operational Functions (70%)

• Student Billing and Accounts Receivable
  • Oversee the accurate assessment of tuition, fees, housing, meal plans and other student charges, including the process and procedures over the monitoring of fee audits.
  • Ensure timely generation and distribution of student billing statements and account communications.
  • Monitor and manage student accounts receivable and delinquent activity.
  • Develop and implement collection strategies that balance institutional financial objectives with student success and retention goals.
  • Review account adjustments, write-offs and exceptions in accordance with university policy.
• Cashiering and Payment Operations
  • Direct cashiering functions, including payment processing, cash handling, credit card transactions, and daily reconciliations.
  • Ensure compliance with cash management standards and internal controls.
  • Oversee administration of payment plan programs and third-party billing arrangements.
  • Monitor electronic payment systems and recommend enhancements to improve student access and service.
• Student Refunds and Financial Transactions
  • Oversee processing of student refunds resulting from financial aid disbursements, account credits, and other transactions.
  • Ensure timely and accurate reconciliation of student financial activity.
  • Collaborate with Financial Aid and Finance to resolve discrepancies and maintain data integrity.
• Compliance and Risk Management
  • Ensure compliance with federal, state, and institutional regulations governing student financial transactions.
  • Maintain compliance with applicable payment card industry (PCI) standards and safeguarding requirements.
  • Develop and maintain internal controls to protect university assets and minimize financial risk.
  • Coordinate audits and provide supporting documentation for internal and external reviews.
  • Ensure compliance with record retention and privacy requirements.
• Systems and Technology Management
  • Provide oversight of student information system functionality related to student accounts operations.
  • Partner with Information Technology and system vendors to implement process improvements, upgrades, and automation initiatives.
  • Develop reporting tools and dashboards to support decision-making and operational management.
  • Ensure data accuracy and integrity across financial and student systems.
• Customer Service and Stakeholder Relations
  • Ensure consistent delivery of high-quality customer service to students, faculty and staff.
  • Resolve complex or escalated student account concerns.
  • Develop educational resources and communications regarding billing, payment options, deadlines and financial responsibilities.
• Partner with university departments to enhance the student financial experience. Financial Analysis and Reporting
  • Monitor accounts receivable trends and collection performance.
  • Prepare and present operational and financial reports to University leadership.
  • Analyze key performance indicators and recommend corrective actions when appropriate.
  • Support annual financial audits and budget planning processes.

2. Supervision and Administration Support (25%)

• Supervises, trains, and manages the activities of the Student Accounts team to ensure efficiencies and productivity.
• Represent and present on behalf of the University and the Business Office Student Accounts Team at student orientation and other internal events.
• Supervises and participates in developing, implementing and evaluating plans, work processes, systems, and procedures to achieve annual goals, objectives, and work standards.
• Create and implement changes to work assignments among staff to meet operational needs, maximize efficiency, and manage customer service demands.
• Jointly work with AVP Treasury and Student Services and staff to analyze and resolve complex or difficult problems surfaced by co-workers, students, or faculty members.
• Participate in Ellucian (Banner) AR module software testing, evaluation, and process improvements.
• Recommend changes to policy or procedures to Management when needed. Assist the Controller in maintaining accuracy and compliance with University, federal and state regulations and guidelines including but not limited to FERPA, Title IV, and IRS required filings related to 1098T.

3. Performs other related duties as assigned (5%)

• Actively participates as an effective member of Business Office team by completing assigned duties, accepting additional assignments or reassignments.
• Assists with seasonal peaks. This requires working outside of normal operation hours.
• Serve as the Business Office representative on various committees, such as Banner Services Committee (BSC), the Retention Committee, or the Student Orientation Committee.
• Maintain documentation and procedures for assigned area of work.

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.