Student Accounts & Services Manager

About Covista

Covista is America's largest healthcare educator, serving more than 97,000 students and supported by a community of 385,000 alumni across five accredited institutions. Through personalized, tech-enabled education powered by 10,000 faculty and colleagues, Covista expands access to healthcare careers and addresses the U.S. healthcare workforce shortage at scale. Covista is the parent company of American University of the Caribbean School of Medicine, Chamberlain University, Ross University School of Medicine, Ross University School of Veterinary Medicine and Walden University.

Our colleagues come from a wide range of backgrounds, business, academia, healthcare, government and nonprofits, and are part of a culture where doing exceptional work and making a meaningful difference for students and society aren't separate goals—they're one and the same. This means creating an environment where colleagues can develop new skills, build careers that match their ambitions and see the tangible impact of their work on healthcare education and workforce development. Colleagues who deliver results and embrace new tools to work smarter are valued for their contributions. But what makes working at Covista distinctive is our impact. Our faculty and colleagues don't just support healthcare education—they shape it. This isn't abstract purpose work. It's solving real problems for real people in real communities while advancing careers.

We operate on a hybrid schedule with four in-office days per week (Monday–Thursday). This approach enhances creativity, innovation, communication, and relationship-building, fostering a dynamic and collaborative work environment.

For more information, visit covista.com and follow us on LinkedIn, Instagram and YouTube.

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.

Key Responsibilities

• 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 judgment, and make informed decisions
• Solid understanding of the principles, practices, methodologies, and procedures related to student financial aid administration
• Demonstrated success in setting deadlines, managing projects, and ensuring timely completion
• Strong presentation skills, with experience communicating ideas and recommendations to senior leadership

In support of the pay transparency laws enacted across the country, the expected salary range for this position is between $61,720.78 and $108,334.92. Actual pay will be adjusted based on job-related factors permitted by law, such as experience and training; geographic location; licensure and certifications; market factors; departmental budgets; and responsibility. Our Talent Acquisition Team will be happy to answer any questions you may have, and we look forward to learning more about your salary requirements. The position qualifies for the below benefits.

Covista offers a robust suite of benefits including:

• Health, dental, vision, life and disability insurance
• 401k Retirement Program + 6% employer match
• Participation in Covista’s Flexible Time Off (FTO) Policy
• 12 Paid Holidays
  
  For more information related to our benefits please visit:
  https://careers.covista.com/benefits

Equal Opportunity – Minority / Female / Disability / V / Gender Identity / Sexual Orientation