Assistant Director, Student Accounts

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Benefits of Being a Lindenwood Employee:

• Upon hire, employer-paid tuition benefits for bachelor’s (employee, spouse, and dependent) and master’s degree programs (employee and spouse only).
• Tuition discounts for doctoral programs (employee only).
• Comprehensive benefits plan: medical, dental, vision, life insurance, disability insurance, and retirement options.
• Paid holidays: MLK Jr. day, Good Friday, Memorial Day, Juneteenth, Independence Day, Labor Day, Thanksgiving break (Wednesday – Friday), and winter break (Dec. 23 – Jan. 1).
• Free lunch Fridays: LU employees are eligible for a free meal on Fridays at the Evans Commons Dining Hall or Spellman Dining Hall; Chick-fil-A and Qdoba included.   
• Professional development opportunities through the Lindenwood Learning Academy.

Job Title: Assistant Director, Student Accounts
Division: Enrollment and Marketing
Evaluation Group: Staff Administrator
FLSA Status: Exempt

Reports To: Director, Student Accounts
Positions Supervised: Senior Student Accounts Representative; Student Accounts Representative

Review of applications will begin on April 8th and will continue until the position is filled. The anticipated start date for the successful candidate is April 25th or later.

The assistant director of student accounts is responsible for ensuring high-quality customer service within the Student Accounts Office. This role oversees daily interactions with students and families regarding billing, payments, and account inquiries, ensuring a seamless and supportive experience. The assistant director supervises student accounts representatives, providing training, coaching, and performance management. Additionally, this position collaborates with the director of student accounts and other University departments to improve Student Financial Services (SFS) processes.

The intent of this job description is to provide a representation of the types of duties and level of responsibility that will be required of positions given this title. This job description shall not be construed as a declaration of the total of the specific duties and responsibilities of this position. Employees may be directed to perform job-related tasks other than those specifically presented in this description.

Job Responsibilities and Execution

• Ensures student account inquiries are handled efficiently, accurately, and professionally
• Implements and maintains customer service standards within the Student Accounts Office
• Serves as the primary point of contact for escalated student and parent concerns, ensuring timely resolution
• Supervises daily operations related to student account management, including tuition payments, billing, refunds, and payment plans
• Oversees stipend processing of student accounts with credit balances in compliance with cash management regulations
• Assists with third-party billing and oversees communication with outside agencies
• Tracks, posts, and reports student taxable income when institutional funds exceed direct costs
• Ensures compliance with federal, state, and University policies related to student accounts, including Family Educational Rights and Privacy Act (FERPA) and Title IV regulations
• Coordinates with Information Technology (IT) and other departments to improve system functionality and enhance service delivery

Leadership and Strategic Thinking

• Establishes long- and short-term strategic goals based on assessment data and ensures standards for the department and its field are met or exceeded
• Adapts and modifies leadership based on new information and/or data; works to set and unite people on the new direction
• Utilizes effective strategies to build collaboration for maximum execution
• Aligns division/department purpose and actions with relevant University initiatives and higher education trends
• Supports the director of student accounts with developing strategies to improve service efficiency and financial operations
• Implements best practices in student financial services to enhance the student experience
• Assists in analyzing data to identify trends and develop solutions for improving account management and collections
• Works collaboratively with University leadership to align SFS with institutional goals

Employee Management and Development

• Supports the mission of the University and serves as an ambassador of the Q2 culture of service excellence
• Models, supports, and holds others accountable to the University’s values
• Recruits, interviews, recommends, welcomes, observes, and monitors performance of department staff
• Sets clear performance expectations and holds employees accountable
• Conducts annual employee evaluations based on evidence, observation, and feedback
• Supervises and provides leadership for senior student accounts representatives and student accounts representatives
• Conducts training sessions to enhance staff knowledge and improve customer service practices
• Monitors team performance and provides constructive feedback for continuous improvement

Job may require other duties as assigned.

Required Qualifications – An equivalent combination of education, training, and experience will be considered. Additional requirements may be designated by position.

• Bachelor’s degree
• Minimum of 3 years’ experience in student accounts/financial services in higher education

Knowledge, Skills, and Abilities – May be representative, but not all inclusive, of the knowledge, skills, and abilities necessary to perform this job competently.

• Demonstrated ability to work effectively with individuals from diverse communities and cultures
• Excellent written and verbal communication skills
• Strong customer service and conflict resolution skills
• Ability to train and lead a team in a fast-paced environment
• Proficiency in Microsoft Office Suite and experience with student information systems, such as Banner and Workday
• Knowledge of FERPA, Title IV regulations, and University financial policies
• Strong problem-solving, organizational, and prioritization skills
• Ability to manage multiple tasks simultaneously with attention to detail

Work Environment – Environmental or atmospheric conditions commonly associated with the performance of this job’s functions. Please click here to view Lindenwood University’s flexible work designation descriptions

• General office setting
• Non-Standard Flex

Physical Abilities – The physical demands described below are representative of those that must be met by an employee to successfully perform this job’s essential functions. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Ability to work effectively at a computer for extended time daily
• Ability to sit for extended periods of time
• Ability to lift/carry items commonly found in an office setting including, but not limited to, documents, laptops, keyboards, etc.
• Ability to use repetitive wrist, hand, and finger movements to type regularly
• Regular attendance is a necessary and essential function

Equal Opportunity Employer

Lindenwood University is an Equal Opportunity employer. The University complies with appropriate federal, state, and local laws and provides equal employment opportunities and access to educational programs without regard to race, color, religion, gender, age, sexual orientation, gender identity, national origin, veteran status, disability, or any other protected status to all qualified applicants and employees.  Lindenwood University is committed to a policy of non-discrimination and dedicated to providing a positive discrimination-free educational work environment.