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Associate Director/Collections Manager

San Francisco Applicants: Pursuant to the San Francisco Fair Chance ordinance, we will consider for employment qualified applicants with arrest and conviction records.

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Posting Details

Position Information

Job Title Associate Director/Collections Manager
Union Level
Department Student Business Services
Campus Stockton
Posting Number 201300785P
Full or Part Time Full Time
Number of Months 12
Work Schedule

Standard business hours, occasional overtime and possible weekends may be required to meet business needs or deadline, occasional travel to other campuses and required meetings and/or trainings.

Position End Date
Open Date 06/21/2016
Close Date
Open Until Filled Yes
Special Instructions to Applicants

Position Summary Information

Primary Purpose

Responsible for overseeing, managing and providing leadership for the Student Loans and Collections Department within the Student Business Services Office. Position serves as member of management team to develop and support University policies and procedures ensuring goals and objectives are met or obtained.

Essential Functions

1. Develops policies and procedures to insure effective use of technology and staff resources.
2. Manages University Collections to ensure productivity and collections goals are met.
a. Serves as University’s expert in collection practices, procedures and compliance.
b. Manages staff including hiring, performance reviews, work allocation and departmental efficiency review and improvement.
c. Ensures all staff members perform job functions in compliance with all fair debt and collections practices under state and federal guidelines.
d. Directs staff in allocation of delinquent accounts to specific portfolios.
e. Manages University portfolio of delinquent loans and student tuition accounts for all three city campuses.
f. Interacts with severely delinquent borrowers by providing debt repayment options and/or complex settlement agreements.
g. Researches, develops and implements processes to improve the University’s collection programs.
h. Monitors internal delinquent accounts. Assigns and measures performance of external collection agencies.
3. Oversees third party billing vendor to include contract negotiation, accuracy of all transactional details and reporting, feedback for improvements, testing of new releases and decisions for continuation of relationship and service.
4. Responds to both in person and via telephone all elevated manager issues with difficult borrowers.
5. Determines and recommends legal action to collect funds owed. Represents and/or assists legal counsel in collection claims for the University.
6. Maintains credit bureau Compliance Officer Standing. Oversees resolution of credit disputes and credit reporting issues by staff members or third party vendors.
7. Remains current on trends, regulations, policies and best practices in student loans, tuition accounts receivable, and educational financing.
8. Provides input for planning and automation as well as leadership in recommending and implementing state of the art practices for department.
9. Assists in establishing, implementing, and supporting key components of institutional policies in relation to the Student Business Services Office operations on all campuses.
10. Oversees and maintains compliance of regulations in relation to university loans and tuition receivables agreements.
11. Performs other related duties as assigned or requested.

Minimum Qualifications

Seven (7) years of progressively responsible related work experience.
Minimum of four (4) years supervisory experience.
Extensive experience with federal and state regulations related to fair debt and collections practices.
Strong negotiating and communication skills, both oral and written.
Able to make business decisions quickly and effectively while considering University goals and objectives especially in absence of the Director.
Considerable expertise and execution of bankruptcy laws including small claims procedures.
Extensive experience with various skip tracing techniques utilized to locate missing borrowers.
Exemplary interpersonal skills to insure efficient procedures are communicated and maintained.
Proficient in credit bureau compliance regulations.
Consummate professional able to maintain good working relationships with alumni while meeting University collection goals.
Accomplished negotiator with strong professional demeanor for interacting and communicating in difficult and stressful situations. Able to defuse volatile situations.
Positive attitude, proven ability to work successfully with diverse populations and demonstrated commitment to promote and enhance diversity and inclusion.
Competent in coordinating and organizing multiple complex projects and managing competing deadlines.
Expert working knowledge of FERPA, GLBA, PCI, California Privacy Act, and Red Flag Rules.
Solid working knowledge of Microsoft Office and relational databases.

Preferred Qualifications

A Bachelor’s degree
Higher education background
Ellucian Banner software knowledge
ECSI knowledge
Compliance Officer Certification from CDIA.
Knowledge of online and ecommerce experience.

Physical Requirements

Work requires extended periods of sitting and repetitive hand/wrist motion while using computer keyboard and phone. Infrequent standing, walking, climbing stairs, bending, stooping and reaching. Occasional lifting up to 25 pounds, carrying, pushing/pulling.
Work performed in a typical office environment with the use of computer, phone and office equipment.
Duties performed during standard business hours. Occasional overtime and possible weekends may be required to meet business needs or deadlines.
Occasional travel to other campuses and required meetings and/or trainings.
Valid driver’s license required. Incumbent must also be able to meet the University’s fleet rules and be eligible to drive for University business. The University’s insurance carrier reserves the right to exclude applicants based on their driving record.

Hiring Range Commensurate with experience, exempt
Background Check Statement

Applicants who are selected as final possible candidates must be able to pass a criminal background check

AA/EEO Policy Statement

University of the Pacific is an affirmative action and equal opportunity employer dedicated to workforce diversity. In compliance with applicable law and its own policy, Pacific is committed to recruiting and retaining a diverse faculty and staff and does not discriminate in its hiring of faculty and staff, or in the provision of its employment benefits to its faculty and staff on the basis of race, color, religion, national origin, ancestry, age, genetic information, sex/gender, marital status, veteran status, sexual orientation, medical condition, pregnancy, gender identity, gender expression or mental or physical disability.

Posting Specific Questions

Required fields are indicated with an asterisk (*).

  1. * Describe your experience in leading team members or department staff.

    (Open Ended Question)

  2. * Please describe a difficult situation you had to diffuse and negotiate a settlement.

    (Open Ended Question)

  3. * List your experience with specific skip tracing systems or tools.

    (Open Ended Question)

  4. * Describe your most recent small claims court case.

    (Open Ended Question)

  5. * Provide details on the highest dollar settlement offer you negotiated. Include the original amount owed and the final amount of the settlement.

    (Open Ended Question)

  6. * On average, what is the number of delinquent accounts assigned to you in a month? What was the highest month’s delinquency in your portfolio?

    (Open Ended Question)

  7. * What is your superpower?

    (Open Ended Question)

  8. * How did you hear about this employment opportunity?
    • Public Job Posting
    • Internal Job Posting
    • Agency Referral
    • Advertisement/Publication
    • Personal Referral
    • Pacific Website
    • Other

Applicant Documents

Required Documents
  1. Resume
  2. Cover Letter/Letter of Application
Optional Documents