Written by Zeryn Macklin.
As we prepare to bid farewell to Chancellor Randy Woodson, we would like to join in the university’s celebration of transformation and reflect on the positive changes that have taken place at the University Cashier’s Office during his tenure. Over the past 14+ years, our office has seen substantial shifts in technology, student interactions and internal processes, all of which have helped us better serve the university community.
From digitizing student services to streamlining back-office operations, our team has adapted to meet the growing needs of NC State’s evolving student body. Here are a few insights from our team members, highlighting how their areas of the Cashier’s Office have been transformed.
Transforming Technology
Over the past 14 years, the MyPack Portal has been at the center of a digital transformation for the University Cashier’s Office, a change that Andrea Gonzalez, Technology Support Analyst, has seen firsthand. In her role, she’s witnessed how automation and real-time processes have streamlined many aspects of student financial services.
“We’ve introduced more automation, like tuition calculation, which charges students for classes in real-time as they enroll. Payments are also posted in real-time, and direct deposit refunds ensure students no longer have to wait in long lines to get their money,” Andrea explains.
Technological advancements have made a huge impact on the office’s functionality, especially real-time updates with a stronger emphasis on direct deposit enrollment. These innovations have significantly improved the student experience by speeding up the payment and refund processes.
Evolving Collections and Tuition Waivers
Charlene Burrell, who works in the Accounts Receivable section, has seen significant changes in both the collections process and the tuition waiver system.
Managing outstanding student account balances, Charlene highlights the introduction of internal payment plans, which offer students more options to manage outstanding balances before accounts are sent to collections. “We offer an internal payment plan for students with an outstanding balance who do not plan on returning to the university. After a year of no contact from the student, outstanding balances are then turned over to collections,” Charlene explains.
Additionally, Charlene points to the shift from a paper-based tuition waiver system to an online platform in the MyPack Portal as a major step forward. “The process is much faster and more efficient. Since it has been implemented, I have gotten nothing but good responses about how the new online process works,” she shares.
Optimizing Student Accounts
Maria Brown, Director of the University Cashier’s Office, provides key metrics that further emphasize the office’s transformation. One of the most notable changes has been the reduction of paper bills. In 2010, the office issued over 41,000 paper bills. By 2024, this number dropped to just over 18,000, reflecting the shift toward more environmentally friendly digital processes.
Additionally, even though NC State’s student population has grown, the need to issue total bills has decreased. For instance, in 2010, the office processed 219,746 bills. By 2024, this number was slightly lower at 214,409, despite a rise in student enrollment. This decline is a direct result of more students paying their bills on time, reducing the need for follow-up billing.
Direct deposit refunds have also become the norm. In 2012, only 59% of refunds were processed via direct deposit, whereas by 2024, that number has risen to 86%, significantly reducing wait times for students and improving overall efficiency.
The stories shared by our team highlight how the Cashier’s Office has continually evolved to better serve students and the university as a whole. Whether through new technologies or enhanced internal processes, these transformations reflect NC State’s commitment to progress and innovation; a vision that has been a cornerstone of Chancellor Woodson’s leadership.
As we look ahead, the Cashier’s Office remains dedicated to improving efficiency and ensuring a seamless experience for all members of the university community.