Student Financial Resolution Coordinator

TITLE

Student Financial Resolution Coordinator

JOB SUMMARY

The Student Financial Resolution Coordinator plays a critical role in supporting student retention and promoting financial education by providing direct guidance and resources to students with past-due balances and those whose accounts have been referred to collections. This position bridges the gap between financial support services and student success, aiming to resolve financial barriers that impede continuing enrollment, re-enrollment, graduation, or financial recovery. The coordinator will also collaborate with internal departments and external agencies to support responsible collections practices that align with the university’s mission and values. This position helps students understand repayment obligations and develop sustainable financial plans for their academic and post-graduate goals. Work is performed under general supervision and performance evaluation is based upon completion of assignments and results obtained. The performance evaluation is conducted through the performance evaluation system and in accordance with the University Policies & Procedures.

ORGANIZATIONAL RELATIONSHIPS

Reports to:      Director, Student Money Management Center

Supervises:     May supervise Student Assistants

ESSENTIAL DUTIES -May include, but not limited to the following:

• Develop and implement a Financial Resolutions Program framework that includes student support protocols, communications strategy, and resolution pathways.

• Create and maintain documentation, process maps, and assessment tools to evaluate the effectiveness and impact of the program.

• Develop and analyze key performance indicators to measure outcomes like reduced student debt, re-enrollment rates, or improved financial resolutions education among at-risk students.

• Utilize institutional data to identify patterns and barriers affecting specific student populations (e.g., first-gen, underrepresented students) and recommend targeted interventions.

• Produce an annual program report summarizing resolution outcomes, student success stories, and recommendations for continuous improvement.

• Meet individually with students to assess needs, review their financial situation and obligations, and co-create resolution strategies in order for them to achieve their academic goals.

• Provide guidance for potential pathways for students who strive to stay enrolled while paying their student account in full, or who seek re-enrollment while resolving a past-due balance.

• Connect students with university resources such as the Student Money Management Center, financial aid, emergency grants, and payment plans.

• Educate students on personal finance topics, including budgeting, debt management, and repayment strategies.

• Serve as a liaison between the university and students whose accounts have been sent to collections.

• Coordinate with the Office of the Bursar to ensure compliance with institutional policies and applicable regulations.

• Maintain accurate records of student interactions and outcomes in compliance with university and state regulations.

• Monitor the status of outstanding accounts and generate reports for internal stakeholders regarding account resolution.

• Collaborate and maintain a positive working relationship with the Office of Financial Aid & Scholarships, the Office of the Bursar, and other campus departments.

• Identify opportunities and provide insights into potential improvements and efficiencies.

• Serve on university committees focused on retention, affordability, or student success.

• Develop internal training materials and guidance documents to support continuity and cross-training among Student Money Management Center staff.

• Provide feedback on institutional financial policies and procedures that impact student progression or account resolution.

• Actively participate in regular team and departmental meetings to contribute to strategic planning, case reviews, and program development.

• Engage in ongoing professional development to stay current on best practices in student financial education, collections, and higher education policy.

• Represent the Student Money Management Center and the university at local, state, and national conferences, working groups, and professional associations as needed.

ADDITIONAL DUTIES

• Performs other duties as requested.

EDUCATION

Bachelor’s degree is required in an area generally related to program content or assigned responsibilities.

EXPERIENCE

At least 3 years of experience in student financial services, financial aid, collections, or financial counseling. Experience working one-on-one with college students in an advising, counseling, or related capacity strongly preferred. Attainment of a professional certification relevant to the scope of programming and services provided by the Student Money Management Center strongly preferred.

REQUIREMENT

Regular and reliable attendance at the University during regular scheduled days and work hours is an essential function of this position.  

All employees share the responsibility of maintaining information security and privacy requirements within the university by adhering to Federal and State regulations, and TWU Policies & Procedures.

Valid driver’s license and certification as an authorized TWU driver in order to drive on University-related business. 

KNOWLEDGE, SKILLS, AND ABILITIES - The following are essential:

• Ability to demonstrate service aptitude and commitment to helping students.

• Strong interpersonal and communication skills with the ability to handle sensitive financial conversations with empathy and professionalism.

• Demonstrated ability to manage caseloads, maintain confidentiality, exercise discretion, and use data to drive decisions. 

• Problem-solving skills and the ability to navigate complex financial situations.

• Ability to work independently and as a member of a team in a diverse and inclusive environment.

• Strong time management skills.

• Strong planning and data analysis skills.

• Knowledge of federal and state regulations related to student accounts and debt collection.

• Ability to take initiative and have appropriate critical thinking skills to independently resolve issues.

• Knowledge of privacy regulations (FERPA) with the ability to establish and enforce internal controls.

• Ability to establish and maintain effective work relationships with students, faculty, staff, and the public.

• Ability to provide administrative guidance within the area of responsibility, providing direct training and supervision as needed.

• Ability to organize work effectively, conceptualize and prioritize objectives and exercise independent judgment based on an understanding of organizational policies and activities.

• Ability to integrate resources, policies, and information for the determination of procedures, solutions, and other outcomes.

• Advanced computer skills, including experience with Microsoft Office, Google Suites, and working with university software, email, and a student information system.

• Ability to communicate effectively - orally, by phone, in person, and in writing. 

• Ability to represent the department and University in a friendly, courteous, and professional manner.

PHYSICAL DEMANDS

The physical demands described in the Essential Duties and below are representative of those that must be met by an employee to successfully perform the essential duties of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

The employee may be required to travel. The employee may be required to work some evenings and weekends to support outreach or events.

WORK ENVIRONMENT

All employees are responsible for maintaining an environment that is free from discrimination, intimidation, harassment, including sexual harassment. Work is normally performed in a typical interior work environment. 

SAFETY

TWU promotes a safe working environment. Employees are responsible for completing assigned tasks safely and efficiently, and supervisors are responsible for creating and maintaining a safe work environment. Employees must report any unsafe work conditions or practices, as well as any near-miss incidents, to their supervisor and Risk Management. Supervisors and employees should ensure that injury/accident reports are submitted to the Office of Human Resources and Risk Management within 24 hours of the incident.

The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.

Texas Woman’s University, an AA/EEO employer, provides equal opportunity to all employees and applicants for employment and prohibits discrimination on the basis of race, color, national origin, religion, gender, age, disability, veteran status, sexual orientation, or any other legally protected category, class or characteristic.

All offers of employment will be contingent on the candidate’s ability to provide documents which establish proof of identity and eligibility to work in the United States. Positions at Texas Woman’s University deemed security-sensitive require background checks and verification of all academic credentials.

If you are a male between the age of 18 and 25, federal law requires that you must be registered with the U.S. Selective Service System, unless you meet certain exemptions under Selective Service law. Under HB 558, enacted by the 76th Texas State Legislature, if you are currently of the age and gender requiring registration with Selective Service, but knowingly and willfully fail to do so, you are ineligible for employment with an agency in any branch of Texas state government.  For additional information regarding registration or status, you can contact the Selective Service System at 847-688-6888 or www.sss.gov.