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Job Description
Student Financial Services Center Assistant Director (
Lead Area:
Accounts & Billing) University of Colorado Boulder - 3.9 Boulder, CO Job Details Full-time $78,100 a year 1 hour ago Benefits Health insurance Dental insurance Tuition reimbursement Paid time off Retirement plan Qualifications Optimizing workflow processes Customer communication Staff supervision Financial services customer support Team supervision Managing teams in a customer support role Writing skills Financial services Financial regulatory compliance Educational compliance and regulation understanding Title IV regulations Educational assistance administration
Full Job Description Requisition Number:
72801
Location:
Boulder, Colorado City Boulder State Colorado Employment Type:
University Staff Schedule:
Full-Time Posting Close Date:
25-Jun-2026
Date Posted:
16-Jun-2026 Job Summary The Division of Enrollment Management at CU Boulder invites applications for the Student Financial Services Center Assistant Director - (
Lead Area:
Accounts & Billing) position! Student Financial Services Center within the Enrollment Management division plays a key role in helping students achieve their educational goals. We provide proactive, accurate, and seamless financial guidance to support student success and campus operations, serving as a trusted source of expertise for students, families, campus partners, the community, and one another. The Assistant Director of Student Financial Services Center (SFSC) is an inaugural role responsible for leading daily customer-facing operations with a specialization in student billing, payments, and account services, while maintaining generalist knowledge across financial aid and scholarships. This position plays a critical role in shaping and stabilizing a centralized Student Financial Services contact model, ensuring consistent, accurate, and student-centered service delivery across all channels. The Assistant Director provides hands-on operational leadership, directly supporting advising functions, resolving escalated student cases, and ensuring compliance with federal, state, and institutional regulations. This role serves as a key operational leader and connector across the SFS unit and campus partners, overseeing daily customer-facing services, managing staff and a Peer Team (student workers), and ensuring consistent, high quality support for students and families. This role maintains hands-on involvement in student billing, leads resolution of complex cases, and collaborates across Bursar, Financial Aid, Scholarships, and campus departments to ensure seamless service and alignment in processes and communication. CU is an Equal Opportunity Employer and complies with all applicable federal, state, and local laws governing nondiscrimination in employment. We are committed to creating a workplace where all individuals are treated with respect and dignity, and we encourage individuals from all backgrounds to apply, including protected veterans and individuals with disabilities. Who We Are As one of only 35 U.S. public research institutions in the Association of American Universities (AAU), CU Boulder is about realizing the positive impacts of new knowledge. From offering dozens of exciting programs in a range of academic fields, to serving as one of the world's most dynamic research and innovation hubs, to working closely through hundreds of public outreach efforts with communities across Colorado and the world, we take pride in helping our students, faculty, staff, and partners turn new insights into productive outcomes that change lives. What Your Key Responsibilities Will Be SFS Operations & Service Oversight Lead daily operations related to student billing, payments, refunds, and account inquiries across all service channels. Ensure accurate interpretation and resolution of student account activity, including tuition and fee assessments, payment application, and refund processing. Monitor service delivery for quality, timeliness, and consistency across phone, email, and in-person interactions. Coordinate with campus partners (e.g., Financial Aid, Scholarships, Registrar, Housing, Health & Wellness) to resolve account-related issues. Ensure compliance with FERPA, Title IV, IRS reporting (1098-T), and institutional policies in all customer interactions. Identify operational issues and implement process improvements to enhance service delivery. Escalation Management & Advanced Advising Serve as a primary escalation point for Advisors and Senior Advisors. Manage and resolve complex student account and financial aid cases, including: Billing discrepancies, payment issues, and refund complications. Financial holds (service indicators) and account risk situations. Cases requiring coordination across multiple offices or systems. Provide direct advising support during peak periods and high-volume cycles. Apply advanced knowledge of student billing practices and foundational financial aid regulations to guide decisions. Ensure accurate documentation and consistent resolution practices. Staff Supervision & Operational Leadership Supervise customer-facing professional staff and/or oversee student employee workforce. Provide coaching, training, and performance management to ensure high-quality service delivery. Develop staffing plans and schedules aligned to service demand and peak periods. Support onboarding and cross-training to build generalist capability across Bursar, Financial Aid, and Scholarship functions. Foster a collaborative, accountable, inclusive, and service-oriented team environment. Account Resolution, Compliance, & Quality Assurance Supervise account reconciliation practices to ensure accuracy across billing, payments, and financial aid application. Ensure staff apply appropriate judgment when addressing: Financial holds Payment concerns Student account discrepancies Maintain and update procedures to ensure compliance with regulatory and institutional requirements. Support audit readiness and respond to internal and external audit requests. Monitor trends in inquiries and escalations to identify systemic issues. Cross-Functional Collaboration & SFS Integration Serve as a liaison between customer-facing operations and SFS departments, including Bursar, Financial Aid, and Scholarships. Partner with campus departments to resolve student issues and improve processes. Contribute to the development and refinement of a centralized Student Financial Services model. Participate in operational projects and initiatives that improve service delivery and the student experience. Support alignment of communication, policies, and service standards across the SFS unit. Other duties as assigned What You Should Know Hybrid work schedule with 3 days in office and 2 days remote. Final candidate must successfully pass a fingerprinted criminal and financial background check and cannot be in default on a student loan either upon hire or while employed in this position. What We Can Offer The annual salary for this position is $78,100. Benefits At the University of Colorado Boulder, we are committed to supporting the holistic health and well-being of our employees. Our comprehensive benefits package includes medical, dental, and retirement plans; generous paid time off; tuition assistance for you and your dependents; and an ECO Pass for local transit. As one of Boulder County's largest employers, CU Boulder offers an inspiring academic community and access to world-class outdoor recreation. Explore additional perks and programs through the CU Advantage program. Be Statements Be ambitious. Be inspired. Be Boulder. What We Require Bachelor's degree or equivalent combination of education and experience. 3+ years of experience in student financial services, bursar operations, financial aid, or related field with a strong customer service background. 2+ years of supervisory or team leadership experience. What You Will Need Demonstrated experience with student billing, payment processing, and account resolution. Working knowledge of federal (Title IV), state, and institutional regulations. A strong commitment to providing an extraordinary customer experience. Ability to interpret financial information and apply basic accounting principles with accuracy and attention to detail. Applies federal, state, and institutional policies to ensure compliance and accurate guidance. Strong analytical, problem-solving, and communication skills. Clearly conveys complex information in writing, verbally, and in presentations. Builds trust through honesty, reliability, and ownership of outcomes. Works effectively in a fast-paced environment and proactively solves problems. Identifies and implements improvements to processes and services. Works collaboratively and fosters a respectful, inclusive environment. What We Would Like You to Have Experience supporting or leading operations within a centralized student services, one-stop, or integrated service delivery model, with a focus on improving the customer experience. Experience in higher education, student services, or call center environments. Exposure to financial aid, billing, or student account functions. Experience with student information systems (e.g., PeopleSoft/CU-SIS) or CRM platforms (e.g., Salesforce). Basic understanding of federal financial aid (Title IV) regulations. Special Instructions To apply, please submit the following materials: A current resume. A cover letter that specifically tells us how your background and experience align with the requirements, qualifications, and responsibilities of the position. We may request references at a later time. Please apply by June 25, 2026, for consideration.
Note:
Application materials will not be accepted via email. For consideration, please apply through CU Boulder Jobs. In compliance with the Colorado Job Application Fairness Act, in any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.
Posting Contact Information Posting Contact Name:
Boulder Campus Human Resources Posting Contact Email:
