Student Accounts Services Manager

Job Description

The Manager of Student Accounts & Services plays a key leadership role in delivering a positive, supportive student finance experience. This position oversees the processes, training, evaluation, and ongoing support of student finance and accounts receivable services, ensuring students receive accurate, timely, and compassionate assistance throughout their journey.

As a hands‑on leader, the Manager oversees day‑to‑day operations, supports the resolution of student inquiries, and continuously evaluates the effectiveness of services provided. This role also contributes to the design and implementation of programs that promote student success, exceptional customer service, and operational excellence for our academic partners and the organization as a whole.

This position operates within a contact center environment that supports students across all service modalities and reports directly to the Director of Student Finance
. The Manager serves as a role model for Covista’s values and actively fosters a culture of CARE
, aligned with the organization’s mission, vision, and purpose.

• Lead, coach, and support the Account Management team to continuously enhance service quality and strengthen academic partner relationships
• Promote integrity, accuracy, and timeliness in student advisement and service delivery, ensuring a consistently positive student experience
• Ensure appropriate staffing by participating in recruiting, interviewing, hiring, promotions, and onboarding while clearly defining roles and expectations
• Review and assess current customer service practices and operational workflows, recommending improvements to leadership as needed
• Provide leadership with regular tracking, reporting, and assessment of service outcomes and team performance
• Support the professional growth and development of Account Management Representatives, recognizing their critical role in the overall customer service strategy
• Develop, implement, and monitor staff schedules to ensure effective coverage and service quality
• Assist with department staffing plans and budget considerations, maintaining service levels while managing resources responsibly
• Handle escalated student concerns with empathy and professionalism, working toward timely and effective resolution of student finance and financial aid issues
• Maintain and communicate a strong working knowledge of University policies, Title IV regulations, Military/Veteran Affairs, international, and state requirements, clearly explaining the purpose and value of policies to students
• Ensure team members have the tools, resources, and knowledge needed to help applicants and students make informed tuition and investment decisions
• Identify and share best practices to promote continuous improvement and a consistently strong Covista student experience
• Maintain a thorough understanding of all Student Finance programs, policies, and procedures
• Assist with special projects and reporting related to accreditation or state approval processes, as needed
• Perform other duties as assigned while complying with all organizational policies and standards

• Bachelor’s degree required;
  Master’s degree strongly preferred
• Minimum of 4 years of combined professional experience, including prior people management experience
• Experience working in a service-oriented environment, with a strong commitment to customer care
• Demonstrated experience in Student Finance or related functions
• Experience with budget preparation, financial modeling, and accounting management preferred
• Working knowledge of federal and state financial aid regulations, including Title IV requirements
• Proficiency in Microsoft Office and financial aid or student information systems
• Strong understanding of internal and external customer needs, with a student‑centered mindset
• Exceptional leadership, critical thinking, organizational, and interpersonal communication skills
• Ability to effectively collaborate with and influence stakeholders at all levels of the organization
• Comfortable working in a fast‑paced environment, balancing multiple priorities with confidence
• Proven ability to work independently, exercise sound…