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Reporting to the Assistant Director of Student Financial Services (SFS), the Accounts Manager is responsible for the team leadership, supervision, and management of four front-line team members, supporting the day-to-day customer service needs and student interactions; acts as a liaison for the team with other Division of Continuing Education (DCE), University-wide departments, and outside constituents as needed. The Accounts Manager acts as an information resource for a high volume of student-related confidential financial account (AR) and financial aid inquiries.

Other duties and responsibilities include:

• Communicate with and update staff on School policy, Federal and State regulations, and other necessary compliance policies including those for PCI (credit card industry), FERPA, and Title IV funding.
• Serve as first point of contact for escalation of student issues. Make decisions on how to problem-solve to ensure a balance of policy and regulation compliance with student satisfaction, implementing them fairly and equitably; manage and track student satisfaction and report to Assistant Director.
• Work closely with the Assistant Director to evaluate and create necessary workflow changes due to new business practices/policies around new technology, such as Salesforce and Confluence.
• First point of contact on special registrations for DCE's new initiatives/special partnerships - encompassing approximately 45 different nonstandard processes and relationships with internal and external stakeholders. Perform complex bursar and registration functions using Banner Student Information System (SIS) and online payment applications.
• Supervise the creation and maintenance of frontline policies and procedures, and best practices. Regularly assess and make recommendations to the Assistant Director to improve operational procedures/protocols/workflows and student interactions.
• Support the Assistant Director and Financial Administrator in testing and quality assurance for SFS functions in Banner SIS and student online portal (MyDCE). Create tests cases and coordinate and maintain up-to-date testing log in collaboration with the Financial Administrator.
• Support the Assistant Director in researching and responding to escalated IRS form 1098-T inquiries.
• Special projects as needed.

Basic Qualifications

• Bachelor's degree or equivalent work experience required
• Minimum of 3 years' relevant work experience

Additional Qualifications and Skills

• Supervisory experience
• Experience with Student Information Systems, CRM's, and other student-related databases and systems
• Excellent oral and written communication skills
• Proficient in Microsoft Office and Adobe
• Ability to handle a variety of tasks independently with many interruptions
• Flexibility with departmental/operational transitions and changes
• Ability to work with a variety of DCE stakeholders
• Attention to detail and accuracy critical; ability to handle confidential material with discretion
• Strong interpersonal skills; ability to communicate effectively with diverse constituencies
• Strong organizational and time management skills
• Ability to be flexible and work as part of a team with a positive, professional attitude.
• An appreciation for diversity, cultural differences and languages, outside a candidate's primary language, is helpful

Working Conditions

Harvard University continues to place the highest priority on the health, safety, and well-being of its faculty, staff, and students, as well as the wider community. Please note that all new employees will be required to provide confirmation of primary series COVID-19 vaccination upon hire, as detailed on our COVID-19 Vaccine Requirement Webpage. Harvard University Health Services employees and other healthcare individuals are also required to be up to date on vaccination as described by the CDC. Individuals may claim exemption from the vaccine requirement for medical or religious reasons. Additional information regarding this requirement, exemptions, verification of vaccination status, and other related policies and resources may be found on the University's COVID-19 Information Website.

This position will be based in Cambridge, MA. DCE is currently participating in hybrid workplace models with a minimum of 2 days per week on campus. DCE may adjust these as necessary or appropriate.

Additional Information

The Faculty of Arts and Sciences will not provide visa sponsorship for this position.

A cover letter is highly encouraged for consideration

The Division of Continuing Education (DCE) comprises several entities serving approximately 30,000 students annually. The Harvard Extension School, the Harvard Summer School, the Harvard Professional Development Programs and the Harvard Institute for Learning in Retirement allow Harvard to serve the learning needs of students across their life. For more than a century, Harvard Extension School has made Harvard faculty and teaching accessible to a diverse community of local, national, and international students. Harvard Extension School enrolls approximately 17,000 students per year in approximately 46 graduate and undergraduate liberal arts and professional fields. More than 1,500 open enrollment courses are offered year-round with over 600 available online are offered at affordable prices to our communities across the world. Harvard Summer School offers approximately 450 courses on the Harvard Campus to 11,000 secondary school, college and adult learners and more than 30 international study abroad programs for up to 600 students each summer. The Division also includes the Harvard Institute for Learning in Retirement with approximately 550 active members and Harvard Professional Development Programs offering nearly 100 short noncredit programs to more than 3,000 participants annually.

All formal offers will be made by FAS Human Resources.

Harvard offers an outstanding benefits package including:
Time Off: 3 - 4 weeks paid vacation, paid holiday break, 12 paid sick days, 11.5 paid holidays, and 3 paid personal days per year; prorated for part-time employees
Medical/Dental/Vision: We offer a variety of excellent medical plans, dental & vision plans, all coverage begins as of your start date.
Retirement: University-funded retirement plan with full vesting after 3 years of service.
Tuition Assistance Program: Competitive tuition assistance program, $40 per class at the Harvard Extension School and discounted options through participating Harvard grad schools.
Transportation: Harvard offers a 50% discounted MBTA pass as well as additional options to assist employees in their daily commute.
Wellness options: Harvard offers programs and classes at little or no cost, including stress management, massages, nutrition, meditation and complimentary health services.
Harvard access to athletic facilities, libraries, campus events and many discounts throughout metro Boston.

Salary Grade: 056

Union: 00 - Non Union, Exempt or Temporary

Commitment to Equity, Diversity, Inclusion, and Belonging
Harvard University views equity, diversity, inclusion, and belonging as the pathway to achieving inclusive excellence and fostering a campus culture where everyone can thrive. We strive to create a community that draws upon the widest possible pool of talent to unify excellence and diversity while fully embracing individuals from varied backgrounds, cultures, races, identities, life experiences, perspectives, beliefs, and values.

EEO Statement
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

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