Student Funds Recovery / Debt Collections Officer - Division of Finance

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Student Funds Recovery / Debt Collections Officer - Division of Finance

University Overview

The University of Pennsylvania, the largest private employer in Philadelphia, is a world-renowned leader in education, research, and innovation. This historic, Ivy League school consistently ranks among the top 10 universities in the annual U.S. News & World Report survey. Penn has 12 highly-regarded schools that provide opportunities for undergraduate, graduate and continuing education, all influenced by Penn's distinctive interdisciplinary approach to scholarship and learning. As an employer Penn has been ranked nationally on many occasions with the most recent award from Forbes who named Penn one of America's Best Employers By State in 2021.

Penn offers a unique working environment within the city of Philadelphia. The University is situated on a beautiful urban campus, with easy access to a range of educational, cultural, and recreational activities. With its historical significance and landmarks, lively cultural offerings, and wide variety of atmospheres, Philadelphia is the perfect place to call home for work and play.

The University offers a competitive benefits package that includes excellent healthcare and tuition benefits for employees and their families, generous retirement benefits, a wide variety of professional development opportunities, supportive work and family benefits, a wealth of health and wellness programs and resources, and much more.

COVID-19 vaccination is a requirement for all positions at the University of Pennsylvania. New hires are expected to be fully vaccinated before beginning work at the University. For more information about Penn's vaccine requirements and the use of Penn Open Pass, visit the Penn COVID-19 Response website for the latest information.

Posted Job Title
Student Funds Recovery / Debt Collections Officer - Division of Finance

Job Profile Title
Collections Officer

Job Description Summary
Reporting to the University Bursar, the Collections Officer is responsible for the collection of debts owed to the University by students, former students, vendors, or outside agencies. Assists with the collection of aging loans, ensures account write-offs are completed on a timely basis, coordinates loan notes and advances, and reconciles third party agency statements. Resolves elevated collection issues and assists with providing outstanding customer service that align with the University's values, competencies and vision.

In the Division of Finance, we recognize diversity and inclusion is paramount to a positive and thriving work environment; it is a business imperative.

We are committed to actively fostering diversity, inclusion and cultural competency throughout our operational efforts in the Division of Finance. This role will be critical in supporting those efforts and demonstrating behaviors and competencies that reflect Penn's values.

We take pride in the myriad ways that diversity enriches our curriculum, and the cultural and social life of our campus. Penn's commitment to achieving eminence through diversity is ultimately a commitment to creating a more vibrant university so that our graduates will be both stimulated and empowered to shape a better world.

Job Description
  • Debt counsel borrowers/debtors for loan accounts and student account balances; to retain in-school students and cultivate fiduciary relationships between the University, students and their families; on-going fostering of post-graduate alumni relationships; represent University in litigation and court proceedings; provide preventative solutions for pre-claim accounts; negotiate settlements; keep apprised of complex and changing federal regulations governing loan programs and appropriately apply these policies governing these programs.
  • Debt counsel borrowers/debtor and negotiate payment arrangements with sensitivity, responsiveness and tact while maintaining goodwill with students and alumni.
  • Provide in-depth analysis, interpretations and account of student s financial billing history.
  • Counsel students and their families on options and solutions. Counselor demonstrates ability to diffuse stressful situations.
  • On-going training and consultation extended to outsourcing staff.
  • Research accounts for court presentation.
  • Serve as witness on behalf of University for litigated accounts. Interact with attorneys, court judges and arbitrators.
  • Nurture special accounts in the mission of student retention based upon their unique circumstances using strong negotiating skills in effecting mutual agreement while protecting University assets.
  • Analyze and recover student loan accounts, Penn Guaranteed Loans and student balance accounts. Research and prepare aged Perkins loans for assignment to the U.S. Department of Education.
  • Review billing services aging reports to determine if referral to collection agencies is warranted.
  • Monitor Collection Agencies status reports to determine recall or increasing payments.
  • Independent discretion is exercised when placing waivers, removing holds, negotiating settlements and determining when accounts are uncollectible. Assess eligibility for diploma release and notify schools/Departments and the Secretary''s Office.

  • A Bachelor's Degree is required and 3 years to 5 years of experience or equivalent combination of education and experience
  • Previous experience preferably in credit and asset management operations
  • Computer and systems experience in financial systems (Banner, Salesforce, Microsoft Office Suite)
  • Demonstrated interpersonal and negotiation skills; ability to effectively negotiate in a complex, dynamic and matrix work environment with diverse stakeholders, audiences and customers
  • Ability to make sound decisions that reflect good judgment and ethical standards
  • Excellent customer service and public relations skills
  • Ability to cope with stress in an appropriate and constructive manner
  • Ability to be dependable and available to work weekends and nights during registration and peak periods to support University operations and business objectives
  • 2 -3 years of collections experience preferred
  • 2+ years of higher education experience required
  • 1 - 3 years of experience required in handling cash receipts and deposits in an academic environment
  • Demonstrated ability and experience to collect funds
  • Demonstrated excellence in interpersonal skills, attention to detail and excellent customer service skills a must
  • Demonstrated ability to maintain a high degree of confidentiality and adhere to principles of responsible conduct

Job Location - City, State
Philadelphia, Pennsylvania

Department / School
Division of Finance

Pay Range
$37,220.00 - $56,087.33

Affirmative Action Statement
Penn adheres to a policy that prohibits discrimination on the basis of race, color, sex, sexual orientation, gender identity, religion, creed, national or ethnic origin, citizenship status, age, disability, veteran status, or any other legally protected class.

Special Requirements
Background check required after a conditional job offer is made. Consideration of the background check will be tailored to the requirements of the job.

University Benefits
  • Health, Life, and Flexible Spending Accounts: Penn offers comprehensive medical, prescription, behavioral health, dental, vision, and life insurance benefits to protect you and your family's health and welfare. You can also use flexible spending accounts to pay for eligible health care and dependent care expenses with pre-tax dollars.
  • Tuition: Take advantage of Penn's exceptional tuition benefits. You, your spouse, and your dependent children can get tuition assistance here at Penn. Your dependent children are also eligible for tuition assistance at other institutions.
  • Retirement: Penn offers generous retirement plans to help you save for your future. Penn's Basic, Matching, and Supplemental retirement plans allow you to save for retirement on a pre-tax or Roth basis. Choose from a wide variety of investment options through TIAA and Vanguard.
  • Time Away from Work: Penn provides you with a substantial amount of time away from work during the course of the year. This allows you to relax, take vacations, attend to personal affairs, recover from illness or injury, spend time with family-whatever your personal needs may be.
  • Long-Term Care Insurance: In partnership with Genworth Financial, Penn offers faculty and staff (and your eligible family members) long-term care insurance to help you cover some of the costs of long-term care services received at home, in the community or in a nursing facility. If you apply when you're newly hired, you won't have to provide proof of good health or be subject to underwriting requirements. Eligible family members must always provide proof of good health and are subject to underwriting.
  • Wellness and Work-life Resources: Penn is committed to supporting our faculty and staff as they balance the competing demands of work and personal life. That's why we offer a wide variety of programs and resources to help you care for your health, your family, and your work-life balance.
  • Professional and Personal Development: Penn provides an array of resources to help you advance yourself personally and professionally.
  • University Resources: As a member of the Penn community, you have access to a wide range of University resources as well as cultural and recreational activities. Take advantage of the University's libraries and athletic facilities, or visit our arboretum and art galleries. There's always something going on at Penn, whether it's a new exhibit at the Penn Museum, the latest music or theater presentation at the Annenberg Center, or the Penn Relays at Franklin Field to name just a few examples. As a member of the Penn community, you're right in the middle of the excitement-and you and your family can enjoy many of these activities for free.
  • Discounts and Special Services: From arts and entertainment to transportation and mortgages, you'll find great deals for University faculty and staff. Not only do Penn arts and cultural centers and museums offer free and discounted admission and memberships to faculty and staff. You can also enjoy substantial savings on other goods and services such as new cars from Ford and General Motors, cellular phone service plans, movie tickets, and admission to theme parks.
  • Flexible Work Hours: Flexible work options offer creative approaches for completing work while promoting balance between work and personal commitments. These approaches involve use of non-traditional work hours, locations, and/or job structures.
  • Penn Home Ownership Services: Penn offers a forgivable loan for eligible employees interested in buying a home or currently residing in West Philadelphia, which can be used for closing costs or home improvements.
  • Adoption Assistance: Penn will reimburse eligible employees on qualified expenses in connection with the legal adoption of an eligible child, such as travel or court fees, for up to two adoptions in your household.

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