Student Accounts and Billing Support Specialist

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; regular in‑person attendance is required.

• 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.
• Investigate and resolve inquiries related to:
  • Tuition charges and mandatory fees.
  • Account balances and payment history.
  • Refunds and payment plan enrollment.
  • 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., People Soft 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 People Soft, Workday Student, or Colleague.
• Understanding of FERPA and general tuition billing practices.
• Experience in a call center or shared‑services support environment.
• Strong verbal and written communication skills.
• Comfort managing multiple communication channels at once (phone, email, chat, in‑person).
• Solid problem‑solving and analytical skills.

Salary: $21.00–$23.00 / hr