Customer Service Representative, Student Financial Services

4 days ago

Boston, Massachusetts, United States Northeastern University Full time
About the Opportunity

The Student Financial Services (SFS) Customer Service Counselor will serve as the primary point of contact for customer inquiries related to student accounts and financial aid activity.

This role will educate prospective, incoming, and returning students, as well as internal and external stakeholders, on various aspects of the billing and payment process, account standing and balance resolution, credit balances and refund eligibility, the aid application and packaging process, document requirements, financing options, and opportunities for appeal.

The CX counselor will work to manage customer expectations related to general SFS policies, practices, and timelines, providing accurate and timely guidance to reduce the potential for escalations.

Key Responsibilities & Accountabilities
  • Direct-to-customer support: Assist customers through in-person, virtual, and electronic communication channels, including phone and email.
  • Manage customer expectations for timelines and deadlines.
  • Create, sort, prioritize, and resolve cases created through the customer inquiry management system.
  • Provide timely service of walk-in traffic.
  • Participate in the physical space to ensure operational needs are met through planning, scheduling, and coverage.
  • Punctually attend required phone shifts.
Promotion of Culture of Collaboration and Improved Service Experience
  • Triage cases brought forward by the Enrollment Management Contact Center.
  • Monitor and document frequently asked questions for financial aid and student accounts to assist in knowledge base expansion.
  • Serve as a frontline liaison for colleagues in Enrollment Management and other campus divisions.
  • Develop tools and resources to improve the presentation and delivery of SFS information and promote case deflection.
  • Advance customer self-service options and enhance the SFS customer experience.
Event and Outreach Assistance

Represent SFS at open houses, recruitment events, and other needs such as student meetings, workshops, and advising programs.

This position requires on-site work capabilities with limited hybrid arrangement. Some evening and weekend work will be required.

Northeastern University is an equal opportunity employer, seeking to recruit and support a broadly diverse community of faculty and staff.

Northeastern values and celebrates diversity in all its forms and strives to foster an inclusive culture built on respect that affirms inter-group relations and builds cohesion.

All qualified applicants are encouraged to apply and will receive consideration for employment without regard to race, religion, color, national origin, age, sex, sexual orientation, disability status, or any other characteristic protected by applicable law.

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