Collections Representative

Type of Appointment: Full-Time, ProbationaryCollective Bargaining Unit: California State Employees of California (CSUEU) – Unit 7Job Classification: Collections Representative IIAnticipated Hiring Range: $3,680 per monthWork Hours: Monday - Friday 8:00 am - 5:00 pmTHE DEPARTMENTStudent Accounting and Cashiering Services (SACS) is responsible for administering and oversight of student accounts. This includes the accurate posting of charges for tuition and fees, housing, parking, etc., through the PeopleSoft Financials Module, as well as payment posting via the Transact and TouchNet Systems. This includes ensuring that accurate tuition, registration, housing, parking, and other fees are accurately calculated.SACS is responsible for ensuring payments are processed accurately and timely, holds placed on past duebalances, and collection efforts are performed including the write-off of bad debt. Other responsibilities include student accounting, such as reconciliation of financial aid, uncleared collections, mentor application and short-term loans. Other duties include disbursement of student assistant payroll, staff master payroll, student refunds, student accounts audits, etc.SACS works closely with the Financial Aid Office and the Registrar's Office to ensure that the disbursement of financial aid and enrollment are appropriately coordinated. In addition, SACS works closely with many of the areas on campus to ensure that monies are being properly collected and accounted for, such as the General Accounting Office, Associated Students Inc., the Office of Continuing Education, Housing, and various other satellite offices that collect cash. SACS ensures that its activities comply with Federal and State regulatory requirements including privacy, and adherence to payment card industry standards and provides all accounting functions are up to par with the generally accepted accounting principles and applicable government accounting standards.DUTIES AND RESPONSIBILITIESCollection of all Accounts Receivables which includes the following:Perkins Loans - Ensure that each borrower who is in default is contacted regarding the status of the delinquent account; works directly with the borrower to try to bring the account.The incumbent works with Chancellor's Office personnel as required on matters concerning the loan programs; works effectively with delinquent borrowers to evaluate financial situations and to establish the University's needs in fulfilling obligations to the Federal programs, without neglecting the rights and obligations of the borrower. Coordinates the Entrance Interview process, including Promissory Note and Loan Disclosure checklist controls and Exit Interview completion.Submit and reconcile loan advances to the billing service. Coordinates and maintains manifest controls for the Department of Education Loan Consolidation Program.Reviews and audits loan billing service monthly management reports. Coordinates student accounts receivable's monthly billing process and makes recommendations for change as needed.Other A/R activity includes:Tuition & Fees, Housing, CEU, the bookstore and others.Activities include the processing, analyzing and troubleshooting of student A/R's for accuracy of the Credit History, oversight of the monthly process which includes collection letters; coordination with other campus departments; and assignment of delinquent accounts to collections.Examines collection agency disputes and provides necessary supporting documentation as required.The incumbent is responsible for reviewing monthly collection agency reports; ensuring the correct updating of addresses; processes returned students, bankruptcies, and payments from the collection agency.Is responsible for processing past due accounts to the State Franchise Tax Board (FTB) and processing received payments.This position requires independent decision-making and effective communication skills. This includes effectively communicating with external agencies and in particular our external agencies such as the various collection agencies, ECSI, Transact, etc. to ensure that commission costs, invoices and reimbursements are processed timely.Is responsible for overseeing the Student Accounts Collection email box and responding to student inquiries in a timely manner.Thorough knowledge of federal, state, and university policies, procedures, regulations, and guidelines:Respond to inquiries regarding account status and resolve discrepancies: set up repayment schedules, compute interest charges.Process payments: inform billing service of changes and corrections and audit billing agency report to verify that they have been made.Reconcile and verify account balances.Maintain records of activities performed on each account; locate lost borrowers.Release holds when accounts have been brought current; close accounts that have been paid in full.Prepare accounts to be forwarded to outside agencies, process disability, death, and bankruptcy cancellation claims.Prepare paperwork for small claims or bankruptcy action.Assists with the Accounts Receivable Write-Off Process which includes submitting accounts to management for write-off review and approval.Coordinates the yearly Franchise Tax Board (FTB)Interagency Offset Program which includes due diligence, notification to the student/borrower, and submission of accounts to the FTB.Reconcile and process dishonored checks, electronic checks, and credit card chargebacks:Review financial institution statements for electronic checks and paper checks; ability to recognize and investigate abuse of returned items and determine a course of action for returned items.Process returned items in PeopleSoft and place financial and annual holds as necessary.Coordinate with the General Accounting unit to maintain proper accounting practices.Contact student/faculty/staff via telephone, email and/or letter regarding returned items.Investigates credit card chargebacks and processes customer disputes, fraud, processing errors, authorization issues and non-fulfillment.Negotiate, set up, monitor, and adjust students' collection agreement payments in PS- SF.Counsel, screen, and work with Student Success Office to initiate petition filling for students with past dues or fees adjustment.Code and monitor student accounts in ECSI system to update repayment status.Monitor bankruptcy in Pacer system to notify collection agencies per FDCPA rules and regulations.Monitor and track forbearance accounts to ensure past due, payment extension to return to normal collection process.Work with supervisor and IT to create query, troubleshoot, identify, and streamline PS SF collection processes such as Dunning collection letter, run Credit History, and Agingreport to ensure the setup of past due accounts are correct. Process FTB within PS SF module.Meet with various collection representatives on a quarterly basis for news and updates for an overview of agencies' processes and on rules and regulations such as AB1313.Provides excellent customer service by responding to student inquiries and assisting with collection counseling via in-person, phone, and e-mail.General cashiering duties include processing a high volume of related transactions. Provides Payroll assistance for the distribution of paychecks for master payroll, students, hourly, overtime and shift differentials and final settlements. This position is required to perform upgrade testing of PS Student Financials, especially in relation to the collection activity such as the credit history report and processes. Participate campus events such as Open Houses, Student Resource Fairs.QUALIFICATIONSEquivalent to three (3) years of increasingly responsible financial record-keep experience, including two years in collections, lending or a related area or any combination of education and experience which provides the required knowledge and abilities.Comprehensive knowledge of financial record-keeping procedures and practices; interviewing techniques; and general office procedures and practices.Thorough knowledge of state and federal laws and regulations and university policies and procedures related to collection programs.In addition to the Collections Representative I abilities, must be able to use judgment and initiative in applying policies and procedures to difficult and unusual situations; gather and analyze information; follow through on detail; and compile data for reports.PREFERRED EXPERIENCEBachelor's degree with 3 years of experience, a background in higher education with an emphasis on Student Financial Services.Two (2) or more years of experience with PeopleSoft Student Financials as well as experience with the CSU/CMS PeopleSoft Student Admin with an emphasis on Student Financials.Experience working in a higher education environment with a particular emphasis on Collections in Student Financial Services.Knowledge of the Collection Agency practices in regard to Higher Education and the State of California. Knowledge of FTB policies and practices. Knowledge of collection practices in regard to past due accounts receivables in relation to the California Education Code.Excellent written, oral and interpersonal skills. Detailed functional knowledge of PeopleSoft Financials. Able to work in a collaborative environment across functional units and at different organizational levels. Able to use interpersonal skills with tact, patience, and courtesy. Able to maintain records and prepare reports.Out of State WorkThe California State University (CSU) system is a network of twenty-three public universities providing access to a quality education through the support of California taxpayers. Part of CSU's mission is to prepare educated, responsible individuals to contribute to California's schools, economy, culture, and future. As an agency of the State of California, the CSU's business operations almost exclusively reside within California. The CSU Out-of-State Employment Policy prohibits hiring employees to perform CSU-related work outside California. For more information, go to .Background CheckCal Poly Pomona will make a conditional offer of employment to final job candidates, pending the satisfactory completion of a background check (including a criminal records check).The conditional offer of employment may be rescinded if the background check reveals disqualifying information, and/or it is discovered that the candidate knowingly withheld or falsified information. In determining the suitability of the candidate for the position, Cal Poly Pomona will give an individualized assessment to any information that the applicant submits for consideration regarding the criminal conviction history such as the nature, gravity and recency of the conviction, the candidate's conduct, performance or rehabilitation efforts since the conviction and the nature of the job applied for.For more information, go to .CSU Classification Salary RangeThis position is part of the CSUEU bargaining unit 7, the CSU Classification Standards for this position are located on the following site, The CSU Salary Schedule is located on the following site: . The classification salary range for this position according to the respective skill level is minimum $3,680 and maximum $6,284 per month. Please refer to the anticipated hiring range for the appropriate salary rate for this particular position.Employment Eligibility VerificationCal Poly Pomona hires only individuals lawfully authorized to work in the United States. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire. For more information, go to .Security & Fire SafetyIn compliance with state and federal crime awareness and campus security legislation, including The Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act, California Education Code section 67380, and the Higher Education Opportunity Act (HEOA), Cal Poly Pomona's Annual Security Report and Annual Fire Safety Report are available for viewing at: .Pay Transparency NondiscriminationAs a federal contractor, Cal Poly Pomona will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. For more information, see the Pay Transparency Nondiscrimination Provision poster .Reasonable AccommodationWe provide reasonable accommodations to applicants and employees with disabilities. Applicants with questions about access or requiring a reasonable accommodation for any part of the application or hiring process should contact the ADA Coordinator by email at ******. For more information, go toEmployment Notices .Equal Employment OpportunityCal Poly Pomona is an Equal Opportunity Employer, committed to promoting an inclusive and diverse workforce. The university subscribes to all state and federal regulations that prohibit discrimination based on race, color, religion, national origin, sex, gender identity/gender expression, sexual orientation, marital status, pregnancy, age, disability, genetic information, medical condition, and veteran or military status. We engage the talents of all qualified workers, regardless of their background. More information is available at Equal Employment Opportunity statement .Other NoticesFor other important employment notices, we invite you to visit Cal Poly Pomona's Employment Notices web page.