Job Description
The Director of Customer Payment Center reports to the Executive Director of Student & External Services and is responsible for leading all payment operations across TSTC campuses statewide. This role provides strategic and operational oversight of student-facing payment services, including cashiering, payment processing, deposit compliance, and customer service delivery.

The Director ensures consistent service standards, strong internal controls, and compliance with institutional and regulatory requirements. This position leads regional teams, strengthens operational alignment across campuses, and implements processes that reduce risk, improve efficiency, and enhance the overall student financial experience.

Compensation: $101,980.39/year (Starting salary determined by experience and qualifications).

Essential Functions

The employee will demonstrate TSTC’s Core Values of Excellence, Accountability, Service, and Integritywith internal and external stakeholders, customers, students, and community members.

Statewide Payment Operations Leadership
Leads the statewide Customer Payment Center function to ensure consistent, high-quality payment processing and student financial services across all campus locations. Provides oversight of cashiering operations, in-person payment services, and customer-facing financial transactions. Ensures alignment of service delivery with institutional standards and expectations for customer experience.

Team Leadership and Development
Directly supervises regional Student Payment Specialist Leads and provides guidance to distributed campus teams. Establishes clear expectations for performance, service delivery, and compliance. Supports training, development, and performance management to ensure consistency and capability across all locations.

Financial Operations and Service Delivery
Oversees payment processing activities, refund distribution, and payment plan administration to ensure accuracy and timeliness. Coordinates with financial aid and student account teams to support integrated service delivery and resolution of complex student account issues.

Collaboration and Institutional Alignment
Partners with Financial Accounting, Student Accounts, Financial Aid, and campus leadership to ensure alignment of payment operations with institutional processes. Serves as a liaison for banking, reconciliation, and payment-related inquiries. Coordinates with Internal Audit and Compliance to maintain adherence to institutional standards.

Work Management and Performance Oversight
Establishes operational expectations and monitors performance across campuses, including service levels, processing timelines, and compliance indicators. Manages staffing models and workflow distribution to ensure effective service delivery across a multi-site environment.

Compliance, Risk, and Controls
Develops and maintains statewide cash handling policies and procedures. Ensures compliance with deposit controls, reconciliation standards, and PCI (Payment Card Industry) requirements. Oversees banking relationships and payment processor performance. Implements and monitors internal controls to reduce fraud risk and ensure operational integrity. Coordinates audits and ensures timely resolution of findings.

Continuous Improvement and Operational Excellence
Identifies opportunities to improve payment processes, standardize workflows, and enhance service delivery. Leads initiatives that strengthen operational efficiency, system utilization, and customer experience. Uses operational data to inform decisions and drive continuous improvement across the function.

Education & Experience

Required
Associate degree in Business Management or related field, or equivalent combination of education and relevant professional experience as defined by TSTC equivalency standards.

Minimum of five (5) years of experience in student accounts, financial services, or related operations, including at least two (2) years of supervisory experience managing multi-level or distributed teams.

Preferred
Bachelor’s degree in Accounting, Finance, Business Administration, or related field.
Experience with cash handling operations, internal controls, compliance oversight, and multi-site operations.

Skills & Abilities

Ability to lead multi-site operations, establish performance expectations, and ensure consistent service delivery across locations.

Strong understanding of cash handling practices, payment processing, internal controls, and regulatory requirements.

Ability to identify inefficiencies and implement solutions that improve workflow, accuracy, and customer experience.

Ability to develop leaders, support team performance, and drive accountability across distributed teams.

Ability to maintain high service standards and ensure positive, consistent customer interactions across all service channels.

Core Competencies

Communication
Communicates clearly and effectively across campuses, leadership teams, and external partners to support operational alignment and service delivery.

Leadership and Accountability
Leads teams with clear expectations, accountability, and a focus on consistent execution and results.

Financial Operations Knowledge
Applies knowledge of payment processing, receivables, and financial controls to ensure accurate and compliant operations.

Risk and Compliance Management
Maintains strong internal controls and ensures adherence to institutional policies and regulatory requirements.

Process Improvement
Drives improvements to workflows, systems, and service delivery to enhance operational effectiveness.

Strategic Thinking
Aligns operational decisions with institutional priorities and long-term service delivery goals.

Extra Duties Statement

This job description outlines the general responsibilities and expectations of the role. It is not intended to include every task or responsibility. Additional duties may be assigned by leadership as needed.