Customer Service Counselor, Student Financial Services

About the Opportunity

The Student Financial Services Customer Service (CX) Counselor will serve as an initial and primary point of contact for customer inquiries relating to student account and financial aid activity. The Customer Service Counselor will educate prospective, incoming, and returning students as well as internal and external stakeholders on items such as 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 appropriately manage customer expectations related to general SFS policies, practices, and timelines and provide accurate and timely guidance to reduce the potential for escalations. This role will play an integral part in documenting frequently asked questions for service needs and will assist in furthering the development of tools and resources to improve the presentation and delivery of SFS information as well as advance available knowledgebase content and self-service options.

The CX counselor will directly respond to customer contact through in-person, virtual, phone and electronic communication channels and will serve as a primary liaison for triaging cases brought forward by colleagues in the Enrollment Management Contact Center and broader SFS CX team.

This position will cover phone lines as needed and be heavily involved in accurately creating, sorting, updating, prioritizing, and resolving cases created through the customer inquiry management system, ServiceNow. This position 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 CX team to assure that the needs of the physical space are being met through appropriate planning, scheduling, and coverage.

This position will represent SFS at open houses, recruitment events, and for other needs such as student meetings, workshops, and advising programs. Other projects and duties as assigned.

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

MINIMUM QUALIFICATION

• Bachelor's degree preferred, or 2-3 years of direct customer service experience
• Strong communication, interpersonal and organizational skills required
• Punctual and reliable attendance required
• Ability to navigate multiple informational systems simultaneously and ability to quickly learn new systems
• 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
• Flexible Work Schedule

KEY RESPONSIBILITIES & ACCOUNTABILITIES

• Direct-to-customer support: Directly assist customers through in-person, virtual, and electronic communication channels including, but not limited to, phone and email. Appropriately managing customer expectations for timelines and deadlines. Accurate creation, sorting, prioritization, and resolution of cases created through the customer inquiry management system. Timely service of walk-in traffic. Regular participation and attendance in the physical space to ensure on ground operational needs are being met through appropriate planning, scheduling, and coverage. Punctual and reliable attendance to required phone shifts.
• Promotion of culture of collaboration and improved service experience: Triage cases brought forward by EMCC. Monitor and document frequently asked questions for the areas of financial aid and student accounts to assist in development of knowledge base expansion. Serve as a frontline liaison for colleagues in Enrollment Management and other campus divisions. Further the development of tools and resources to improve the presentation and delivery of SFS information to promote case deflection. Promote and assist in advancing the development of customer self-service options and enhancing the SFS customer experience at large.
• Event and outreach assistance: Represent SFS 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_R126970







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