We're seeking a customer-focused professional to join a busy student financial services team as a front-line support specialist. In this role, you'll be the go-to resource for students, families, faculty, and staff who have questions about tuition charges, account balances, payments, and billing policies. You'll work across several communication channels including phone, email, a support ticket platform, scheduled video meetings, and face-to-face interactions, helping people get clear answers and quick resolutions. This is a fully on-site role; regular in-person attendance is required.
What You'll Do:
Act as the first point of contact for questions about tuition, fees, and account activity via phone, email, ticketing software, virtual meetings, and walk-in visits
Investigate and resolve inquiries related to:
- Tuition charges and mandatory fees
- Account balances and payment history
- Refunds and payment plan enrollment
- Billing statements and late fee assessments
- Account holds and third-party sponsor billing
- Clearly explain billing policies, payment deadlines, and available payment arrangements to students and families
- Enter approved corrections and account adjustments following established procedures
- Log all customer interactions thoroughly in the organization's CRM or case management system
- Manage a queue of support tickets, meeting response-time and resolution goals
- Hold scheduled one-on-one virtual sessions to walk students through more complicated account issues
- Deliver friendly, professional service to walk-in visitors while juggling multiple tasks at once
- Partner with financial aid, registrar, admissions, housing, and academic department contacts to track down answers and resolve issues
- Help students learn to use online payment and account management tools
- Know when to loop in a supervisor for policy questions or complex escalations, while still owning the outcome for the customer
- Handle student financial records with strict confidentiality, in line with FERPA requirements
- Pitch in extra during high-volume periods like registration, billing cycles, and start/end of term
- Flag patterns in customer questions and suggest ways to improve processes or communications
Required Skills and Experience:- Associate's or bachelor's degree2–3 years of customer service experience in banking, finance, billing, or higher education background preferred
- Hands-on experience with a CRM platform (e.g., PeopleSoft or similar)
- Experience with ticketing/case management software (e.g., Zendesk or comparable)
- Working knowledge of Microsoft Office (Outlook, Word, Excel)
- Background in a college/university billing or student accounts office
- Familiarity with student information systems such as PeopleSoft, Workday Student, or Colleague
- Understanding of FERPA and general tuition billing practices
- Experience in a call center or shared-services support environment
- Strong verbal and written communication skills
- Comfort managing multiple communication channels at once (phone, email, chat, in-person)
- Solid problem-solving and analytical skills
