Assistant Director of Student Accounts and Reel Success

The Assistant Director of Student Accounts & Reel Success supports the Student Accounts Department by serving as the primary point of contact for former students with outstanding account balances. This position will conduct proactive outreach, offer structured payment solutions, and help remove financial barriers to degree completion. This role helps reduce reliance on external collections agencies, strengthens alumni relationships, and contributes to the university's financial sustainability. The position also coordinates the Reel Success program, providing guidance and support to returning students. This position combines early-stage account resolution, student success coaching, and program coordination. The Assistant Director works directly with former students to remove financial barriers, provide personalized repayment and forgiveness guidance, and support their return to Lakeland through degree completion planning, academic advising coordination, and resource navigation. In addition to financial outreach, the role coordinates the Reel Success program, collaborating with Admissions, Financial Aid, Registrar, Alumni Relations, and the Student Accounts Department to ensure a seamless and supportive re-entry process. The position plays a crucial role in strengthening student persistence, reducing account escalation to external collections, and building long-term relationships that support both student success and institutional sustainability.

DEPARTMENT OVERVIEW

The Student Accounts Department manages student billing, payment processing, and account oversight to support the financial health of Lakeland University. The team works closely with students, families, and campus partners to ensure clear communication and responsible financial practices. The department is committed to fostering positive relationships with current and former students while upholding compliance standards. Through proactive service and collaboration, the office contributes to a seamless student experience.

GENERAL EXPECTATIONS

All Lakeland University staff members are expected to:

• Demonstrate in their words and actions an appreciation for the history of Lakeland University and a commitment to its stated mission;
• Represent unequivocally in their behavior the stated values of the University;
• Be good stewards of the University's resources, including its personnel and the goodwill of its friends, its alumni, and local community;
• Work collaboratively (as opposed to competitively) with their peers to meet objectives and achieve our goals;
• Keep their supervisor appropriately informed;
• Be forthright and honest in their communication with all members of the University community;
• Treat all members in a manner of teamwork and respect;
• Acts in a manner that sets the standard for service in higher education and the core principles of Lakelanders Excelling at Professionalism (LEAP) - show respect, communicate and be positive;
• Advise their supervisor with respect to all matters that require their attention, including their own performance.

ESSENTIAL FUNCTIONS

• Conduct outreach to former students by phone, email, and mail to address outstanding balances.
• Communicate using professional, supportive, and student-centered language.
• Offer and facilitate individualized payment plans for former students.
• Monitor repayment progress and maintain accurate account documentation.
• Track and report account status, outreach outcomes, and recovery metrics.
• Identify accounts requiring escalation and prepare documentation for review.
• Recommend improvements to outreach processes, communication strategies, and workflows.
• Explore and propose automation options for reminders, reporting, and tracking.
• Collaborate with Business Office, Registrar, Alumni Relations, and Financial Aid teams.
• Coordinate the Reel Success program, including recruitment, advising, recordkeeping, and progress tracking.
• Provide guidance to returning students regarding degree completion, tutoring, mentoring, and financial readiness.
• Assist the Financial Aid Office by contacting individuals with outstanding Federal loan balances.
• Work with former students to develop a budget for living expenses and repayments to Lakeland, as well as federal or private loans.
• Back up for Director of Student Accounts.
• Other duties as assigned.

OUTCOMES

• Improved access to clear, supportive communication regarding outstanding balances and repayment options.
• Increased opportunity to resolve financial barriers through structured, personalized payment plans.
• Reduced likelihood of accounts being sent to external collections, lowering financial stress and long-term credit impacts.
• Strengthened connection to Lakeland through a student-centered, relationship-focused approach to account resolution.
• Expanded opportunities for former students to re-enroll through the Reel Success program, supporting degree completion and long-term success.
• Enhanced access to academic and advising support that helps returning students navigate coursework, tutoring, mentoring, and university processes.
• Improved understanding of financial obligations, repayment expectations, and available institution support.
• A more equitable and consistent experience for students navigating balances, repayment, and re-engagement with the university.

SPECIALIZED KNOW-HOW & SKILLS

Required Qualifications:

• 2-4 years of experience in collections, accounts receivable, billing, or sales.
• Strong written and verbal communication skills.
• Proficiency with Microsoft Office Suite and other related software.
• Ability to handle confidential information with integrity and professionalism.

Preferred Qualifications:

• Bachelor's degree in business, finance, higher education, or related field (or equivalent experience).
• Experience in higher education or student services.
• Knowledge of ethical and legal practices in collections.
• Ability to analyze account data and prioritize outreach.

HOURS & SCHEDULE

• This position is designed as a 40 hour per week commitment. Schedule may include daytime outreach windows and flexible follow-up periods. Some duties may require availability to reach students across varied time frames.

PHYSICAL DEMANDS AND WORK ENVIRONMENT

• No or very limited exposure to physical risk;
• No or very limited physical effort required;
• Work is normally performed in a typical interior/office work environment.

OTHER DUTIES

• Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Lakeland University does not offer H-1B or other work authorization visa sponsorship for this position. Candidates must be legally authorized to work in the United States at the time of hire and maintain work authorization throughout the employment term. If you have questions regarding this, please contact Human Resources.

Lakeland University is an Equal Opportunity Employer and Educator.