Customer Service Counselor, Student Financial Services

About the Opportunity

The Customer Service (CX) Counselor will serve as an initial and primary point of contact for customer inquiries related to billing and payments, the financial aid application and awarding process, and available financing options. The CX Counselor will educate prospective, incoming, and returning customers on items such as the e-bill process, balance resolution, credit balances and refund eligibility, and will work to manage customer expectations related to general SFS policies, practices, and timelines. The CX Counselor will play an integral part in documenting frequently asked questions for the areas of financial aid and student accounts, and will further the development of tools and resources to improve the presentation and delivery of Student Financial Services information. This role will also promote and assist in advancing the development of customer self-service options and enhancing the Student Financial Services customer experience at large.

The CX Counselor will directly assist customers through in-person, virtual, and electronic communication channels including phone and email, and will serve as a frontline liaison for colleagues in Enrollment Management and other campus divisions. This Counselor will be heavily involved in sorting and prioritizing cases created through the customer inquiry management system, ServiceNow, and will also support lobby operations and walk-in traffic in a collaborative space composed of a cross-section of university service units. The CX Counselor will coordinate with members of the Customer Service team to assure that the needs of the physical space are being met through appropriate planning, scheduling, and coverage. Other duties as assigned.

The CX Counselor will represent Student Financial Services at open houses, recruitment events, and for other needs such as student meetings, workshops, and advising programs. This position will report to an Assistant Director for CX and requires on-site and remote work capabilities. Some evening and weekend work will be required.

MINIMUM QUALIFICATION

• Bachelor's Degree preferred
• Experience in student personnel administration, preferably in financial aid or student accounts
• Strong communication, interpersonal and organizational skills
• Ability to communicate well by telephone and email, in addition to face-to-face interactions
• Willingness and ability to give presentations to large groups of students and their families
• 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
• Knowledge and skills required are normally obtained through a bachelor's degree with 1-3 years of relevant experience.
• Flexible Work Schedule

KEY RESPONSIBILITIES & ACCOUNTABILITIES

• Directly assist customers through in-person, virtual, and electronic communication channels including, but not limited to, phone and email. Sorting and prioritizing cases created through the customer inquiry management system, ServiceNow. Documenting frequently asked questions for the areas of financial aid and student accounts.
• Support lobby operations and walk-in traffic in a collaborative space composed of a cross-section of university service units. Coordinate with members of the CX team to assure that the needs of the physical space are being met through appropriate planning, scheduling, and coverage.
• Further the development of tools and resources to improve the presentation and delivery of SFS information. Promote and assist in advancing the development of customer self-service options and enhancing the SFS customer experience at large.
• Serve as a frontline liaison for colleagues in Enrollment Management and other campus divisions. Represent Student Financial Services at open houses, recruitment events, and for other needs such as student meetings, workshops, and advising programs.

Position Type

General Administration

Additional Information

Northeastern University considers factors such as candidate work experience, education and skills when extending an offer.

Northeastern has a comprehensive benefits package for benefit eligible employees. This includes medical, vision, dental, paid time off, tuition assistance, wellness & life, retirement- as well as commuting & transportation. Visit https://hr.northeastern.edu/benefits/ for more information.

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.

To learn more about Northeastern University's commitment and support of diversity and inclusion, please see www.northeastern.edu/diversity.


To apply, visit https://northeastern.wd1.myworkdayjobs.com/en-US/careers/job/Boston-MA-Main-Campus/Customer-Service-Counselor--Student-Financial-Services_R116406-1







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