Student Services Specialist

About the role

The Student Payment Center is the primary customer service arm of Student Financial Services, supporting students in good financial standing across all campuses. This position serves as a point of contact for students, families, faculty, staff, and other university offices, responding to phone, email, and in-person inquiries and resolving complex account-related questions and issues, referring matters to supervisors or other departments as needed.

Responsibilities

• Responds to and resolves complex student and family inquiries regarding account activity, tuition payment plans, and use of the online billing and payment portal, escalating matters to supervisors or other departments when needed.
• Maintains accurate records of customer interactions, transactions, comments, and complaints to support account integrity and continuity of service.
• Collaborates with peer offices and internal departments to track and resolve account issues and to inform operational best practices for billing and payment processes.
• Conducts proactive outreach to students and families to support financial standing and prevent account issues before they arise.
• Processes mailed and in-person student account payments in the student system and general ledger accurately and within required timeframes, including processing of scholarship checks, 529 Plan payments, and departmental deposits.

Requirements

Must be able to sit or stand for prolonged periods of time. Requires extensive use of a personal computer and telephone. Must be able to walk to other offices across campus as needed, and perform light lifting (e.g., one to two reams of paper).

Qualifications

• Minimum 5 years of related experience; 2-3 years in a customer service setting (higher education or banking preferred)

Skills

Excellent communication skills, ability to handle multiple tasks simultaneously, and proficiency in using computers and software applications.

Benefits

Flexible work schedule, professional development opportunities, and comprehensive benefits package.

Pay

TBD

Schedule

Monday - Friday, 8:30 a.m. - 5:00 p.m.