Student Accounts Supervisor

Financial Affairs:

Financial Affairs partners with our UCF community to continuously improve and deliver outstanding administrative and financial services through innovative business and technological solutions and sound fiscal stewardship.

The Opportunity:

UCF's Financial Affairs department seeks a Student Accounts Supervisor to join our team! This supervisory fiscal position involves fee assessment and payment rules, University policies and procedures concerning student fees, refunds, Florida Prepaid (FLPPD), Third-Party Contracts Billing including deferrals, waivers, departmental payments, online payment, basic student financial aid issues, fee appeals, stop payment of checks, service indicators, 1098T tax forms, administrative record changes and re-registration.

The supervisor manages call center staff, ensuring compliance with University, State, and Federal policies while providing excellent customer service. The position also serves as university liaison, managing waiver section staff, coordinating multiple tuition waiver programs, and reporting UCF Employee tuition waiver usage to HR for payroll tax withholding. Responsibilities include reviewing internal waiver program compliance, managing external charges including meal plan adjustments, administering the student tuition payment plan coordinating with students enrolling manually, and recording and reviewing accounts receivable transactions to the general ledger daily. The supervisor ensures compliance with FL Statutes, BOG regulations, UCF policies, and payment card industry security standards, while reviewing and updating departmental processes and communicating them to staff.

Responsibilities:

• Supervise staff in addressing inquiries about accounting entries, tuition and fee charges, waivers, Florida prepaid, third-party billing, deferrals, direct deposit, refunds, loans, collections, payment processing, and 1098T tax statements. Ensure tuition and fee information is communicated clearly to prevent misunderstandings about payment responsibilities.

• Handle high volumes of calls and emails from students and families during peak periods. Resolve escalated customer service issues and coordinate with the Ombuds Office for complex cases. Collaborate with other Student Account Services leaders on various programs and processes.

• Administer 24 tuition waiver programs, including UCF Employee, State Employee, Foster Care, STEM, Active-Duty Military, and more. Ensure waivers are reviewed and processed in compliance with state, BOG, BOT, and university regulations. Report waiver usage to Human Resources for benefits administration and payroll withholding each term. Communicate with departments about course enrollment and waiver eligibility.

• Oversee the processing of academic record changes for graduate and undergraduate students, including course withdrawals, late adds, and late drops. Maintain interdepartmental spreadsheets and communicate adjustments to students, ensuring they are aware of new due dates and potential drops for non-payment.

• Manage the tuition payment plan, including manual enrollment for students unable to enroll electronically. Ensure proper posting and application of payments, deferrals, and coordination with dining services for meal plan charges and adjustments. Request meal plan refunds for new credit balances when appropriate.

• Apply leadership and management principles to daily operations. Communicate changes, updates, and priorities for work completion. Serve as a communications manager for standard and targeted messages to students. Participate in university events and committees.

• Direct staff in assessing, reviewing, and canceling late fees. Audit and process late fee adjustments to the general ledger. Train staff on factors affecting late fee assessments. Process course drops and reinstatements, and communicate results to students, parents, and third parties. Enforce university policies with discretion.

• Assemble, verify, and correct financial data. Process group transactions, apply charges and payments, and make necessary adjustments. Create and reverse group posts as needed.

• Other job-related duties as assigned.

Minimum Qualifications:

Bachelor's or Master's degree and 4+ years of relevant experience or an equivalent combination of education and experience pursuant to Fla. Stat. 112.219. Click here for more information.  

Preferred Qualifications:

• 4+ years of experience in student account management, bursar services, or related financial roles within higher education or similar environments.

• Prior experience managing a team, delegating tasks, and ensuring compliance with institutional and regulatory policies.

• Advanced proficiency in Microsoft Excel for comprehensive data tracking, analysis, and reporting.

• Familiarity with fee assessment, payment processing, waivers, third-party billing, and refund policies.

• Familiarity with federal, state, and institutional policies, including FL statutes and BOG regulations.

• Strong analytical and problem-solving skills, with the ability to review financial transactions, identify discrepancies, and implement process improvements.

• Demonstrated customer service and conflict resolution skills, with experience handling inquiries, resolving payment issues, and collaborating with various departments.

• Experience with systems like PeopleSoft, Workday, or other student account management software.

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As a Florida public university, the University of Central Florida makes all application materials and selection procedures available to the public upon request.  

UCF is proud to be a smoke-free campus and an E-Verify employer. 

If an accommodation due to a disability is needed to apply for this position, please call 407-823-1336 or email onac@ucf.edu.