What are the responsibilities and job description for the Manager, Collections position at APEI?
Manager, Collections
American Public Education, Inc.
The Manager, Collections' primary purpose is to manage and support the Collections Department. The department is responsible for informing new, current and former students of the financial status of their account and collect outstanding student payments or set up payment arrangements. The Manager, Collections reports directly to the Director, Business Office. The Manager, Collections oversees Collection Officers, and is expected to provide leadership, direction and coaching to all Officers within the department.
Responsibilities:
- Hire, train and supervise Collection Officers.
- Is the subject matter expert and decision maker when questions arise.
- Responsible for making sound judgement decisions regarding the department operations.
- Guide, support and develop team in an effort to continuously improve processes and the department.
- Ensure that the functions and responsibilities of the Collections Officers are performed and reviewed for accuracy.
- Establish goals for the department and employees and ensure they are achieved. If not achieved, prepare corrective actions to improve.
- Monitor employee performance and perform analyses to optimize metric achievement and efficiency.
- Responsible for preparing monthly work schedules for employees to ensure adequate coverage for peek operation time.
- Responsible for all reporting and regulatory requirements that are established by the Department of Education are followed.
- Perform analyses and provide data to management to better understand the collection trends, the cause for outstanding AR and collection agency performance.
- Follow the established collections process for current and former students to inform students of upcoming and past due payments scheduled.
- Track and achieve weekly and quarterly metrics for student payment plan collections, phone and e-mail productivity and bad debt expense.
- Ensure delinquent out of school accounts are moving through the collections process by identifying delinquent accounts, aging period and payment sources.
- Responsible for relationships with external Collection Agencies.
Requirements:
- Minimum of one to three years of previous customer service management experience with high call volumes.
- Minimum of two to four years collections or business/accounting related work experience. required, knowledge of Fair Debt Collection Practices Act (FDCPA) is desired.
- Clear and professional verbal, written, and interpersonal communication skills required as this role works closely with students and staff.
- Excellent organization and time management skills are necessary.
- Requires strong analytical and problem-solving capabilities.
- Requires a high level of professional ethics and etiquette.
- Must be able to maintain the highest level of confidentiality as the incumbent regularly handles. sensitive material concerning the students' right to privacy.
- Must be proficient in Microsoft Office Suite and have the ability to utilize multiple systems.
- Ability to train, supervise and develop a team and work independently.
Education:
- Bachelors Preferred
About Us:
Online, on campus and in the workplace, we provide higher education and training to our country's heroes - military service members, veterans, nurses, government employees, and motivated professionals that want to make a difference. American Public Education, Inc. educates service-minded students, ranging from the military, public service, federal agencies, and nursing communities, through American Public University System (APUS), Hondros College of Nursing (HCON), Rasmussen University and Graduate School USA (GSUSA).
It is the policy of American Public Education, Inc. (APEI) to afford equal opportunity to all qualified persons. We treat all qualified individuals equally as to their recruitment, hiring, assignments, advancements, compensation, and all other terms and conditions of employment. American Public Education, Inc. does not discriminate on the basis of race, color, religion, creed, sex, age, national origin, sexual orientation, or physical, mental, or sensory disability, or any other characteristic protected by law.
Colorado, California, Washington and NYC Pay Transparency Statement
If you are a resident of Colorado, California, Washington or New York City and this role is available remotely, you may be eligible to receive additional information about the compensation and benefits for this role, which we will provide upon request. Please send an email to
