Sophia Gray
Baltimore
Summary
Dedicated and student-centered professional with over 15 years of expertise in higher education finance, collections, and student account management. Passionate advocate for education and equity, committed to empowering students through proactive financial literacy programming and resource awareness. Skilled in managing complex tuition petitions, analyzing student financial data, and guiding learners through funding processes to support retention and academic success. Recognized for developing strategic communication and outreach initiatives that ensure students understand financial aid options, deadlines, and institutional policies. Technically proficient in Microsoft Office Suite, Salesforce, Banner SIS, OnBase, ImageNow, PowerBI, and PowerFaids. Proven leader and collaborator who drives continuous process improvement and student-focused solutions.
Overview
24
24
years of professional experience
Work History
Sr Rep Student Account Manager
Adtalem Global Education INC
07.2021 - Current
- Lead efforts in collections and student financial resolution, managing tuition petitions and appeals with a focus on equity, compliance, and support.
- Design and deliver proactive financial literacy initiatives to educate students on funding options, critical deadlines, and cost management strategies.
- Provide personalized coaching and financial advising to help students understand the implications of enrollment, withdrawal, and academic planning on their financial accounts.
- Manage financial communication campaigns using text, email, and phone outreach to educate and inform students on tuition deadlines, funding opportunities, and financial aid policies.
- Oversee and analyze student account and petition data to identify trends, assess risk, and develop strategies that support retention and reduce bad debt exposure.
- Lead cross-functional project initiatives with university stakeholders to streamline workflows, increase efficiency, and implement student-centered process improvements.
- Support the development and deployment of risk management tools and compliance frameworks to ensure student account integrity and audit readiness.
- Collaborate with internal teams such as student affairs, ombudsman, and service recovery to deliver holistic, student-first resolutions and interventions.
- Develop and maintain dashboards and reports that provide actionable insights into student financial behavior and outcomes using tools such as PowerBI.
- Manage escalated financial concerns and deliver timely, policy-aligned solutions with a focus on customer satisfaction and institutional compliance.
- Led cross-functional teams to enhance student engagement and retention strategies.
- Researched and analyzed market trends to inform strategic decision-making initiatives.
Senior Billing Team Lead
Laureate Education, Inc
01.2009 - 07.2021
- Directed tuition petition processes and compliance documentation review to ensure timely and accurate resolution of student financial appeals.
- Maintained and managed tuition waiver databases and ensured SOX-compliant processing and audit readiness.
- Applied tuition adjustments, scholarships, and financial corrections in accordance with institutional partner agreements and student contracts.
- Oversaw employee tuition benefit processing, promissory note verification, and documentation tracking.
- Validated 1098-T tax data submissions to ensure alignment with IRS regulations and reporting standards.
- Audited tuition data for accurate monthly and quarterly financial reporting to leadership and auditors.
- Generated detailed billing histories and documentation to support legal case management and dispute resolution.
- Partnered with cross-functional teams to implement efficiency improvements and maintain student financial accuracy.
Senior Accounts Receivable Coordinator
Laureate Education, Inc
05.2005 - 01.2009
- Ensured compliance with Title IV, federal, state, and institutional policies governing student accounts and funds.
- Prepared and analyzed monthly, quarterly, and year-end reconciliation reports for internal and external audits.
- Managed daily cash reconciliation, including GL entry validation and cash deposit accuracy.
- Administered corporate bank accounts, ensuring timely EFT processing, remittances, and disbursements in accordance with GAAP.
- Processed and tracked NSF transactions, foreign currency exchanges, and appropriate student notifications.
- Monitored and processed student refunds per Department of Education guidelines.
Student Financial Services Representative
Laureate Educate Inc
05.2004 - 05.2005
- Delivered high-quality, concierge-level service through phone, email, and live chat within established SLAs.
- Investigated and resolved complex student account issues across departments to ensure resolution and satisfaction.
- Escalated and tracked student concerns to Tier 2 and supervisory teams when necessary.
- Processed secure online student payments and maintained compliance with institutional policy.
- Contributed to team performance through collaboration and exceptional service delivery.
Senior Teller
Bank of America
01.2002 - 05.2004
- Accurately processed a high volume of customer transactions while ensuring policy compliance and fraud prevention.
- Managed daily reconciliation of the vault and ATM operations for the banking center.
- Promoted financial products and services to both retail and small business clients to support customer financial wellness.
- Upheld strict regulatory compliance standards including Anti-Money Laundering and Bank Secrecy Act adherence.
- Mentored junior tellers and resolved escalated service issues to maintain high customer satisfaction levels.
Education
Master of Science - Project Management
Walden University
Minneapolis, MN06.2017
MBA - Finance
Walden University
Minneapolis, MN01.2015
Bachelor of Science - Business Administration
Walden University
Minneapolis, MN02.2011
Skills
- Analytical
- Interpersonal
- Communication
- Organizational
- Technical
- Leadership
- Presentation
- Problem-solving
- Customer service
- CRM proficiency
- Project oversight
- Financial acumen
- Payment arrangement
- Financial literacy
Timeline
Sr Rep Student Account Manager
Adtalem Global Education INC
07.2021 - Current
Senior Billing Team Lead
Laureate Education, Inc
01.2009 - 07.2021
Senior Accounts Receivable Coordinator
Laureate Education, Inc
05.2005 - 01.2009
Student Financial Services Representative
Laureate Educate Inc
05.2004 - 05.2005
Senior Teller
Bank of America
01.2002 - 05.2004
MBA - Finance
Walden University
Bachelor of Science - Business Administration
Walden University
Master of Science - Project Management
Walden University
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