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2 months ago
The Student Financial Services Customer Service Counselor will serve as a primary point of contact for customer inquiries relating to student account and financial aid activity. This role will play a critical part in educating prospective, incoming, and returning students, as well as internal and external stakeholders, on various aspects of student financial services.
Key Responsibilities:- Directly assist customers through in-person, virtual, and electronic communication channels, including phone and email.
- Manage customer expectations for timelines and deadlines, ensuring accurate and timely guidance to reduce the potential for escalations.
- Accurately create, sort, prioritize, and resolve cases created through the customer inquiry management system.
- Provide timely service of walk-in traffic and participate in the physical space to ensure on-ground operational needs are met.
- Represent SFS at open houses, recruitment events, and other needs, such as student meetings, workshops, and advising programs.
- Bachelor's degree preferred, or 2-3 years of direct customer service experience.
- Strong communication, interpersonal, and organizational skills required.
- Punctual and reliable attendance required.
- Ability to navigate multiple informational systems simultaneously and quickly learn new systems.
- Working knowledge of ServiceNow, Banner, Microsoft Teams, Outlook, Microsoft Word, and Excel preferred.
- Demonstrated ability to work with a diverse student population.
- Strong analytical, decision-making, and problem-solving skills.
Northeastern University is an equal opportunity employer, seeking to recruit and support a broadly diverse community of faculty and staff. We value and celebrate diversity in all its forms and strive to foster an inclusive culture built on respect that affirms inter-group relations and builds cohesion.
