Student Accounts and Billing Support Specialist

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.Do you have the skills to fill this role Read the complete details below, and make your application today.This is a fully on-site role; regular in-person attendance is required.What You'll DoAct as the first point of contact for questions about tuition, fees, and account activity via phone, email, ticketing software, virtual meetings, and walk-in visitsInvestigate and resolve inquiries related to:Tuition charges and mandatory feesAccount balances and payment historyRefunds and payment plan enrollmentBilling statements and late fee assessmentsAccount holds and third-party sponsor billingClearly explain billing policies, payment deadlines, and available payment arrangements to students and familiesEnter approved corrections and account adjustments following established proceduresLog all customer interactions thoroughly in the organization's CRM or case management systemManage a queue of support tickets, meeting response-time and resolution goalsHold scheduled one-on-one virtual sessions to walk students through more complicated account issuesDeliver friendly, professional service to walk-in visitors while juggling multiple tasks at oncePartner with financial aid, registrar, admissions, housing, and academic department contacts to track down answers and resolve issuesHelp students learn to use online payment and account management toolsKnow when to loop in a supervisor for policy questions or complex escalations, while still owning the outcome for the customerHandle student financial records with strict confidentiality, in line with FERPA requirementsPitch in extra during high-volume periods like registration, billing cycles, and start/end of termFlag patterns in customer questions and suggest ways to improve processes or communicationsRequired Skills and ExperienceAssociate's or bachelor's degree2–3 years of customer service experience in banking, xhyhwjd finance, billing, or higher education background preferredHands-on experience with a CRM platform (e.g., PeopleSoft 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 officeFamiliarity with student information systems such as PeopleSoft, Workday Student, or ColleagueUnderstanding of FERPA and general tuition billing practicesExperience in a call center or shared-services support environmentStrong verbal and written communication skillsComfort managing multiple communication channels at once (phone, email, chat, in-person)Solid problem-solving and analytical skills