ANN CARTER
Crete,Illinois
Summary
Dynamic and results-oriented higher educational professional with 20+years experience in student account office management. Dedicated to streamlining operations to decrease costs and promote organizational efficiency. Utilizes independent decision-making skills and sound judgment to positively impact company success.
Overview
25
25
years of professional experience
Work History
Director of Student Payment Services
Northeastern IL University
07.2022 - Current
- Lead Student Payment Services Office and manage a team consisting of six Accounts Receivable, Cashiering, and Student Loan/Refund professionals.
- Oversee virtual and daily parking services, student billing, third-party billing, collections, write-offs, and state offset processes.
- Manage department budget, negotiate vendor contracts, review and approve invoices for payment.
- Incorporate innovative solutions and process improvements to eliminate paper managed processes and streamline department operations.
- Create and manage detail codes and fee allocations. Work closely with Accounting Office to ensure general ledger is appropriately reconciled.
- Enhance team collaboration through consistent communication, goal setting, and performance evaluations.
Associate Director of Student Business Services
Concordia University-Chicago
06.2019 - 07.2022
- Provided leadership and oversight to staff, ensured highest levels of customer service while keeping in line with organizational mission, values, and operating procedures.
- Oversaw all student accounts (SA) receivables and collections activities – including student billing, third-party billing, annual 1098T processing, refund processing, third-party collection placements, bad-debt write-offs and department webpage updates.
- Worked in conjunction with student services focused University departments for the seamless execution of department processes, semester-to-semester billing and special projects.
- Counseled students/parents regarding payment options, created in-house payment arrangements, and managed online student payment plans each semester.
- Maintained compliance with industry regulations while adapting to changes in legislation or best practices as needed.
Associate Director of Student Accounts
Roosevelt University
05.2014 - 06.2019
- Managed account representatives and cashier team.
- Collaborated with administrative offices within university to exchange information and coordinate key processes such as fee assessment and billing.
- Identified deficiencies and implemented continuous process improvements for primary processes: billing, refund processing, AR reporting, and compliance.
- Routinely reviewed department website pages and submitted changes in information, policies and processes to IT for updating.
- Created requests for proposal (RFP's) and oversaw all proceedings to contract vendor business for the Student Accounts Office.
- Represented the Student Accounts Office as a member of the Tuition Petition Billing Committee.
- Assisted with performance reviews to identify areas of improvement and devised proactive approaches for resolution.
- Verified cash counts and bank deposits per end of business day procedures.
Student Accounts Manager
Roosevelt University
10.2013 - 05.2014
- Supervised Student Accounts Office team.
- Resolved customer inquiries and complaints escalated by team members.
- Maintained up-to-date knowledge of industry trends, offering informed guidance to students regarding financial options.
- Reduced delinquent accounts b through proactive communication and tailored payment plans.
- Coordinated with various departments to streamline communications regarding student finances, improving interdepartmental cooperation.
- Assisted students with financial aid recommendations to aid them in securing necessary funding for their education.
Credit and Collections Manager
Roosevelt University
09.2008 - 05.2014
- Supervised collections team and consistently encouraged professional development and growth.
- Implemented continuous process improvements through regular review of policies, procedures, and best practices in the credit and collections field.
- Developed comprehensive reports for senior management, providing insights on key performance metrics within the credit and collections department.
- Reduced delinquency rates by closely monitoring customer accounts and promptly addressing overdue payments.
- Improved overall debt recovery with proactive communications and persistent followups.
- Negotiated favorable payment terms with customers, balancing business needs and client relationships.
- Maintained strong relationships with external partners such as collection agencies, legal counsel, and industry organizations to support effective debt recovery efforts.
- Coordinated cross-functional efforts to improve invoicing accuracy and reduce billing errors, leading to smoother payment processes for customers.
- Researched and resolved billing and invoice problems.
Cashier Supervisor
Roosevelt University
07.1999 - 09.2008
- Supervised cashiering team.
- Maximized efficiency in checkout lines by effectively managing cashier schedules during peak hours.
- Maintained a high level of professionalism in all interactions, setting a positive example for the cashier team and cultivating an environment of respect and trust.
- Rectified discrepancies between accounting records and cash drawer by researching daily transactions to pinpoint issues.
- Supervised cash drawer counts, made bank deposits in compliance with University opening and closing procedures.
- Resolved customer issues by investigating issues, answering questions and building rapport.
Education
Master of Science - Human Resources Management
Roosevelt University
Chicago, IL05.2010
Bachelor of Science - Business Management
Roosevelt University
Chicago, IL05.2005
Skills
- Team management/staff development
- Process improvement
- Project management
- Critical thinking/problem solving
- Multitasking
- Adaptability
- Cross-functional team management
- Supervision and training
- Training and coaching
- Strategic planning
Timeline
Director of Student Payment Services
Northeastern IL University
07.2022 - Current
Associate Director of Student Business Services
Concordia University-Chicago
06.2019 - 07.2022
Associate Director of Student Accounts
Roosevelt University
05.2014 - 06.2019
Student Accounts Manager
Roosevelt University
10.2013 - 05.2014
Credit and Collections Manager
Roosevelt University
09.2008 - 05.2014
Cashier Supervisor
Roosevelt University
07.1999 - 09.2008
Master of Science - Human Resources Management
Roosevelt University
Bachelor of Science - Business Management
Roosevelt University