Supervisor, Account Operations

Overview

If you're passionate about building a better future for individuals, communities, and our country—and you're committed to working hard to play your part in building that future—consider WGU as the next step in your career.

Driven by a mission to expand access to higher education through online, competency-based degree programs, WGU is also committed to being a great place to work for a diverse workforce of student-focused professionals. The university has pioneered a new way to learn in the 21st century, one that has received praise from academic, industry, government, and media leaders. Whatever your role, working for WGU gives you a part to play in helping students graduate, creating a better tomorrow for themselves and their families.

At WGU, it is not typical for an individual to be hired at or near the top of the range for their position, and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is:

Grade:  604 Pay Range: $67,900.00 - $

The Supervisor is responsible for the university-wide student refunding process and ensures compliance with federal, state, military, and institutional regulations. The Supervisor will have strong account analysis experience and a thorough understanding of Title IV federal financial aid awarding/refunding and Military and Veteran tuition benefit refund regulations. They will work closely with leadership in order to forecast the needs and workflows of the team.

This role supervises a team responsible for student refunding, compliance monitoring, reporting, and audit preparations. This position plays a key role in risk mitigation, policy development, and regulatory changes while supporting operational efficiency and service level commitments across the university.

• Oversees the day-to-day operations of the Account Operations and student account compliance functions.
• Ensures compliance with federal, state, and institutional policies, including Title IV, Department of Defense, and Military and Veteran tuition benefit regulations.
• Manages and prepares for annual federal, state, and internal audits; serves as the departmental point person.
• Maintains oversight of the university-wide student refunding process, ensuring timely, accurate, and compliant federal drawdowns, disbursements and reconciliations.
• Prepares annual and ad hoc reports for leadership and regulatory agencies; compiles and maintains data for reports and surveys.
• Develops, implements, and maintains policies, procedures, and internal controls related to student accounts and compliance.
• Stays current on regulatory changes and communicates risks or compliance concerns to leadership.
• Leads internal audits and quality control reviews; develops and executes an annual monitoring plan for key operational functions.
• Partners cross-functionally with internal stakeholders on process improvements, system updates, and program launches.
• Ensures Knowledge Base articles, written communications, websites, and student-facing resources are current, accurate, and accessible.
• Manages team performance, key performance indicators, and service level agreements.
• Resolves escalated student account or process issues in a timely manner.
• Performs other job-related duties as assigned.

This job description includes a general representation of job requirements rather than a comprehensive inventory of all required responsibilities or work activities. The contents of this document or related job requirements may change at any time with or without notice.

• Advanced Excel skills and experience with reporting and data analysis.
• Exceptional written and verbal communication skills.
• Strong analytical, research, problem-solving, and critical thinking skills.
• Knowledge of Title IV Federal Financial Aid, cash management, refunding, and compliance regulations.
• Strong organizational and planning skills with the ability to manage multiple competing priorities and deadlines. Ability to lead, train, and develop a team effectively.
• Sensitivity to confidential and risk management best practices.

Education

• Bachelor's Degree

• Minimum 5 years of experience in a student accounts, finance, or accounting role, preferably within a higher education setting.
• Significant experience with Excel, reporting, reconciliation, and analysis.
• Understanding of financial aid compliance.

• Master's Degree
• Working knowledge connected to oversight of Bursar/Student Account office
• Experience with student information systems (e.g., Banner) and federal financial aid experience is highly preferred

This position requires occasional travel of up to 20%, including required attendance at designated company summits (typically one to two per year). Additional travel may include conferences, visits to company locations, and other business-related events as needed. Additional travel may be assigned as needed to support business…