Student Financial Services Representative

Student Financial Services Representative

St. Ambrose University is hiring a Student Financial Services Representative to support a one‑stop, student-centered service model across Financial Aid and Student Accounts. This is a frontline role assisting students and families with financial aid questions, billing/payment support, and policy guidance by phone, email, and in person.

• Provide high-quality customer service to students/families (phone, email, in person)
• Answer questions related to financial aid, billing, payments, and university policies
• Assist with FAFSA, verification, and related financial aid documentation
• Review student accounts, explain charges, and help resolve account issues/restrictions
• Process transactions (payments, payment plans) and support daily office operations
• Educate students on policies/processes such as:
  • refunds/direct deposit, 1098‑T, student payroll, housing deposits
  • billing systems (e.g., Touch Net)
• Use judgment to resolve routine issues and elevate complex cases appropriately
• Maintain accuracy and confidentiality; ensure compliance with FERPA and applicable regulations
• Support reporting, data entry, and occasional project/process improvement work
• Perform opening/closing cash procedures following internal controls
• Cross-train and assist across Student Financial Services as needed

• Associate's degree
• 3+ years customer service experience (higher education preferred)
• Strong communication skills (written/verbal) and professionalism under pressure
• Conflict resolution skills and commitment to serving diverse populations
• Strong attention to detail; ability to multitask in a fast-paced environment
• Proficiency in Microsoft Office (Excel, Word) and web-based systems

• Experience in financial aid, student accounts, registrar, or student services setting
• Familiarity with Touch Net or similar billing/payment platforms

• Fast-paced, high-volume, student-facing, service-oriented office environment
• Occasional schedule flexibility to meet operational needs

• Competitive salary commensurate with experience.
• Comprehensive benefits package, including medical, dental, vision, and retirement plans.
• Generous paid time off and holidays.
• Tuition Remission.
• Professional development opportunities.
• Supportive and collaborative work environment.
• Access to campus amenities, cultural events, and recreational facilities.

St. Ambrose University and its affiliate campuses are an inclusive, Catholic and diocesan community of learners empowering all members of that community to act courageously, to seek wisdom through faith and reason, to work for justice and mercy, and to lead lives of service.