Student Account Rep at Northeastern University

About the OpportunityJOB SUMMARYThe Student Account Representative serves as a frontline representative for the Office of Student Financial Services (SFS) delivering exceptional service to students families faculty staff and third-party stakeholders on all matters related to student accounts. Operating across in-person phone and digital channels this role combines expert customer service with critical operational responsibilities to ensure seamless account management and customer addition to customer service the student account representative is responsible for timely accurate and compliant payment processing and reconciliation and may assist with cyclical special projects committee work or other duties as assigned. This position requires both technical aptitude and interpersonal excellenceblending systems expertise with the ability to translate complex financial information into clear actionable guidance for diverse audiences.KEY RESPONSIBILITIES & ACCOUNTABILITIESCustomer Service Deliver frontline support across all channelsServiceNow cases phone virtual appointments and in-personserving as primary contact for students families and stakeholders seeking account information or issue resolution. Provide expert guidance on account status billing activity transaction history payment options financing alternatives departmental policies and available resources. Maintain comprehensive documentation of all customer interactions in accordance with privacy standards and university protocols. Resolve complex account issues through proactive research and cross-functional collaboration with Financial Aid NUSHP Registrar Residential Life Academic Departments and other university partners.Student Account Management Execute account transactions including adjustments forms and payment requests with precision ensuring full compliance with departmental procedures and regulatory requirements. Conduct thorough account audits to verify data accuracy identify discrepancies and proactively pursue missing or erroneous information. Escalate complex cases by routing accounts to appropriate internal specialists when advanced review or specialized expertise is required. Investigate payment discrepancies to identify document and resolve missing or misapplied payments efficiently.Payment Processing Process financial transactions including student payments account adjustments and refunds in strict accordance with university policies and established financial controls. Verify and reconcile payments across institutional systems to ensure accurate posting and regulatory compliance. Manage diverse payment sources by accurately identifying and supporting transactions from students families scholarship organizations 529 plan providers external sponsors and other third-party payors.Special Projects & Strategic Initiatives Represent Student Accounts by serving on interdepartmental committees university working groups and cross-functional teams to advance institutional priorities. Support student-facing programs including new student orientations financial literacy workshops recruitment events and advising sessions. Contribute to cyclical projects targeted campaigns and operational efforts designed to address evolving service needs and peak-period demands. Adapt to emerging priorities by taking on additional responsibilities as assigned.MINIMUM QUALIFICATIONSHigh School Diploma required; Associate degree preferred. Customer service experience required preferably in higher education financial services or professional office environment. One year experience in higher education student accounts or bursars office strongly preferred. Proficiency in Microsoft Word and Excel required. Experience with ServiceNow and Banner systems preferred. Strong communication skills with ability to explain complex financial information clearly. Demonstrated cultural competency working with diverse populations. Excellent organizational abilities with attention to detail and accuracy. Ability to manage multiple priorities simultaneously while maintaining service quality and compliance standards.Position TypeEnrollmentAdditional InformationNortheastern 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 for more information. 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.Compensation Grade/Pay Type:105HExpected Hiring Range:$20.47 - $28.14With the pay range(s) shown above the starting salary will depend on several factors which may include your education experience location knowledge and expertise and skills as well as a pay comparison to similarly-situated employees already in the role. Salary ranges are reviewed regularly and are subject to change. Key Skills Anti Money Laundering,Access Control System,Catering,Assessment,Communication Employment Type : Full-Time Experience: years Vacancy: 1 Monthly Salary Salary: 20 - 28