Southern Oregon University is a welcoming community committed to inclusive excellence and the celebration of diversity. Without diversity, our educational process is diminished. Working together in support of our commitment to diversity, we strengthen and enrich our role as learners, educators and members of a tightly connected global community. We encourage those who share in our commitment to diversity, to join our community and we expect all our employees to demonstrate an ability and desire to create an inclusive campus community.
Salary/Rate: $2,859/mo @ 1.0FTE
FTE: 1.0 FTE
The Customer Service Representative works with students for the university on delinquent accounts, liabilities, or overpayments due to the institution, tracing individuals by phone, letter and in person in an attempt to secure full or negotiated payment of outstanding debt. Employees in this class have regular in-person and/or telephone contact with individuals to attempt the collection monies, encourage compliance with university regulations, explain institution policies and procedures and obtain information. There is also regular in-person and telephone contact with representatives of other agencies and institutions, with professionals (e.g., attorneys and certified public accountants), and with private parties, to exchange account information, explain policies/procedures, and trace and locate debtors. Employees in this class receive general supervision from a revenue supervisor or other administrative superior. Once proficiency has been achieved, account maintenance and adjustments are reviewed by the supervisor as needed for accuracy and conformance to agency policy and procedure. Collection statistics and caseloads are reviewed periodically for progress, and to ensure satisfactory completion of work assignments and equal distribution of workload. Employees in this class are expected to make decisions independently and use State and Federal laws, OARs, ORSs and agency manuals as guidelines for performing their work.
Minimum Classification Qualifications:
One year of direct collection experience (telephone or face-to-face) including knowledge of collection techniques. Collection experience must have been the primary responsibility, not incidental to other major duties.
Experience with Excel and Word.
All Listed Duties:
Account Collection: Provide customer service support for Student Accounts operations known in aggregate as the Debt Collection Unit.
Student Accounts Receivable: Activities include monitoring student account/loan activity, contact and conferring with current and/or former individuals still owing money (e.g., unpaid student loans, tuition, housing charges, parking fines, health service fees, etc.), by telephone, correspondence and in person, to arrange payment that will bring accounts current. Independently negotiate partial or full settlement of delinquencies and determine and authorize compromised-debt payment arrangements; negotiate further- service agreements and approve/deny release of blocked debtor records; decide what legal action to take among a variety of collection alternatives and initiate such action. Receive payment and apply to accounts. These activities include working with the SOU loan service provider and collection agencies, and making appropriate adjustments to loan records. Monitor, identify and manage past-due accounts in a manner that solicits payment in full or according to a partial payment arrangement. Explain accounts to debtors, identifying debtor rights and obligations. Establish and maintain procedures to coordinate the issuance of a series of collection letters to inform debtors of the account status. Work with debtors and authorize payment plan arrangements. Contact with debtors is by phone, email and in person. Customer Service activities include contacting debtors on a daily basis by phone and logging all activities for statistical analysis.
Investigations: Locate debtors through investigations; coordinate skip-tracing activities. May initiate contact with a variety of sources (e.g., friends, relatives and employers) in order to determine debtors' whereabouts; develop and pursue leads uncovered in investigations in order to locate debtors, as well as assess debtors' current financial status.
Account Maintenance: Review collection accounts to determine accuracy of balances, locate incorrectly applied payments and bookkeeping errors and make the adjustments to correct errors. Compute and charge penalties and interest on monies due; submit account for write-off of payment if account is judged as not collectable due to lack of assets or inability to locate debtor; adjust accounts and authorize refunds. Continue to track account to determine if payment schedules are being met. Manage accounts in a proactive manner to solicit individuals to pay off accounts in full or according to a partial payment agreement.
Miscellaneous: Appear in court, as requested, as a witness for the institution; gather documents as evidence to aid in preparing tax cases for hearings, appeals and tax court; explain reason for debt's origination and account balances, outlining legal obligations and rights. Explain procedures and policies concerning delinquent accounts and the possible consequences of future nonpayment; provide tax program information and materials to the general public by phone, correspondence and in person; assist the unit in training and orienting new employees and overseeing the work of lower-level workers. Determine how SOU policies and procedures need to change to remain compliant, assist with editing and writing new procedures. Establish and maintain procedures to document all collection efforts made on individual student accounts. Monitor effectiveness of service providers, developing assessment measures and reporting results to management. Participate in strategic planning meetings, assisting in the development of policies and procedures, tasks and goals for the collection unit. Assist with the collection of statistical data, and assist unit management with the development of program goals in order to identify potential opportunities and improve the overall operating procedures for the Debt Collection unit. Work with the state DOR and third-party collection agencies. Maintain working knowledge of collection and loan management software and function as relationship manager with the vendors. Provide regular report updates to management, summarizing collection efforts and make recommendations regarding the course of actions pertaining to collection activities. Maintain knowledge of federal regulation of the Student Account collections and Institutional Loan program, and knowledge of other laws, rules, policies and procedures as they relate to conducting collection activities. Participate in various departmental teams by attending meetings, participating in problem solving, and completing team assignments. Cover Revenue Agent 1 duties as assigned. Other duties as assigned.
Special Instructions to Applicants:
Must be willing to travel and attend training programs off-site for occasional professional development.
Must be able to work additional hours and adjust working hours to meet special jobs. May be called back periodically to perform work as needed on an emergency basis.
Must be able to successfully pass a pre-employment background check.
Under the provisions of the Fair Labor Standards Act (FLSA): -Position classifications defined as
Internal Number: 8990
About Southern Oregon University
SOU provides career-focused, comprehensive educational experiences to over 6,200 students. Along with an emphasis on student success and intellectual growth, SOU is committed to diversity, inclusion and sustainability. Theoretical and experiential learning programs provide quality, innovative experiences for students. At SOU, students build strong community connections through internships, mentorships, field studies, capstone projects, volunteer opportunities and civic engagement.