Student Customer Service Agent

We are seeking a Customer Service Agent to join our Student Accounts team. In this role, you will serve as the primary point of contact for students, families, faculty, and staff by providing accurate information and resolving questions related to tuition, billing, payments, refunds, and student accounts.

This position is ideal for someone who thrives in a fast-paced environment, enjoys problem-solving, and is committed to providing outstanding customer service.

• Serve as the first point of contact for student account inquiries via phone, email, ticketing system, virtual appointments, and in-person visits.
• Assist students and families with questions regarding:
• Tuition and fees
• Account balances
• Payments and payment plans
• Refunds
• Late fees
• Account holds
• Third-party sponsor ships
• Research and resolve account issues accurately and efficiently.
• Process approved account adjustments and financial transactions in accordance with university policies.
• Document customer interactions using CRM and case management systems.
• Monitor and manage assigned service tickets to ensure timely resolution.
• Educate students on online billing, payment, and self-service tools.
• Collaborate with Financial Aid, Admissions, Registrar, Housing, and other campus departments to resolve account issues.
• Maintain confidentiality of student and financial records in compliance with FERPA.
• Support office operations during peak registration and billing periods.
• Participate in departmental meetings, training, and continuous process improvements.

Required:

• High school diploma or equivalent (Associate's or Bachelor's degree preferred)
• 2–3 years of customer service experience in higher education, finance, banking, billing, or a related field
• Excellent verbal, written, and interpersonal communication skills
• Strong analytical, organizational, and problem‑solving abilities
• Ability to manage multiple priorities in a fast‑paced environment
• Experience with People Soft or another CRM system
• Experience using ticketing or case management systems (Zendesk or similar)
• Proficiency with Microsoft Office Suite (Outlook, Word, Excel, and related applications)
• Ability to explain policies and procedures clearly while handling confidential financial information professionally

• Experience in higher education, student accounts, bursar operations, financial services, banking, or billing
• Knowledge of student information systems such as People Soft, Workday Student, or Colleague
• Familiarity with FERPA regulations and university tuition billing practices
• Experience working in a contact center or One-Stop Student Services environment