Student Accounts Supervisor

University of Central Florida • Orlando, FL

1d • $48,722

About The Position

UCF’s Financial Affairs department is seeking a Student Accounts Supervisor to support the day-to-day operations of Student Account Services while ensuring compliance and a strong customer service experience. This role oversees staff supporting tuition and fee processes, payments, waivers, and related student account functions, and serves as a key point of contact for escalated student and family inquiries. The Student Accounts Supervisor plays an important role in maintaining compliance with University, State, and Federal policies, supporting cross-departmental partners, and helping ensure accurate and efficient student account operations. The position also contributes to process improvement and communication to support consistent service delivery.

Requirements

• 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(6) .
• Applicant must be authorized to work for any U.S. employer, as sponsorship is not available for this position now or in the future.
• This is an Auxiliary (AUX) funded position. Employment is subject to availability of funding and may cease at the time funding for this employment is depleted.

Nice To Haves

• 4+ years of experience in account management, billing, or financial operations in structured environments (e.g., higher education, healthcare, government, or corporate sectors).
• Experience supervising staff or providing informal leadership, such as mentoring, training, or guiding others in policy-driven environments.
• Experience providing customer service and resolving financial inquiries in high-volume settings.
• Knowledge of billing processes, such as payment processing, third-party billing, waivers, and refund procedures.
• Demonstrated ability to analyze financial data, identify discrepancies, and recommend or implement process improvements.
• Proficiency in Microsoft Excel, including use of formulas, pivot tables, and data analysis tools.
• Familiarity with enterprise financial systems (e.g., PeopleSoft, Workday, or similar platforms).

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.

Benefits

• Benefit packages, including Medical, Dental, Vision, Life Insurance, Flexible Spending, and Employee Assistance Program
• Paid time off, including annual and sick time off and paid holidays
• Retirement savings options
• Employee discounts, including tickets to many Orlando attractions
• Education assistance

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level