Job Description

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; 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
Account balances and payment history
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
Associate’s or bachelor’s degree
~2–3 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
~ Comfort managing multiple communication channels at once (phone, email, chat, in-person)
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