The Student Financial Services Assistant is responsible for providing the highest level of customer service to students and applicants, and their families seeking information and/or assistance via phone or in person from Student Financial Services. The candidate ensures student understanding of policies and procedures related to financial aid and student accounts.
Student Financial Services Assistants are also responsible for: - Counseling all current and prospective students and families regarding financing options and financial policies - Providing administrative and counseling support by assisting and resolving inquiries - Intake of all financial aid materials and other disseminated materials - Supporting written customer service inquiries via Service Now (SNOW)
The position is based on the Boston campus with no option for remote work. This position currently operates under an on-campus/no-remote model. The specific work schedule will be dependent upon the operational needs of the Department, and the times are subject to change based on business needs and college and university policies and guidelines. The interview process will begin immediately and may be conducted remotely or in person.
Front Desk Operations -
Greet students and parents. Provide general information on the financial aid process for Graduate, CPS and Undergraduate Day populations. Ability to deal with various customer interactions, including delicate and confidential situations, irate and/or frustrated visitors, and provide the necessary support to help resolve the situation. Retrieve student information via computer and determine where the student is in the financial aid process. Liaise with other student service units and campus partners. Essential
Administrative responsibilities -
Assist with overall operations for the student financial services office that help with the overall success of the unit. Ability to assistance with special projects and other duties as assigned. Duties include but are not limited to: assisting at weekend or evening events, coordinating student employees, and training new staff. Essential
Document Maintenance -
Review and verify all incoming documents for errors or incomplete data. Upon receipt of documents, check additional screens for other missing documents and notify students of what actions they must take to avoid conflicts or time delays. Perform data entry for completed documents. Have a firm understanding of the criteria that satisfy the 'completed' requirements for the following documents: federal tax returns, citizenship documentation, INS secondary confirmations, selective service documents, etc. Essential
Customer Service -
Replies to written customer service inquiries- ability to sort and prioritize written customer service inquiries via Service Now (SNOW). Assist with answering a large volume of front-line questions via SNOW. Actioning and updating student account & financial aid records based on submitted catalog items. Notify appropriate management when cases warrant escalation.
Strong interpersonal skills
Enthusiastic and team-oriented
Ability to triage students in crisis
Excellent written and oral communication skills
2+ years of a customer-facing role
Good multi-tasker and organized
Comfortable learning new technologies and software platforms
Ability to work on most Northeastern University Human Resource scheduled holidays
Punctual and reliable attendance (required)
Ability to work all required business hours (Monday-Friday 9:00 AM- 5:00 PM) (required)
Previous Service NOW experience (preferred)
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.
Founded in 1898, Northeastern University is a private research university located in the heart of Boston. Northeastern is a leader in worldwide experiential learning, urban engagement, and interdisciplinary research that meets global and societal needs. Our broad mix of experience-based education programs?our signature cooperative education program, as well as student research, service learning, and global learning?build the connections that enable students to transform their lives. The University offers a comprehensive range of undergraduate and graduate programs leading to degrees through the doctorate in nine colleges and schools.