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.

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This is a fully on-site role; regular in-person attendance is required.

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What You'll Do

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• 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
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• Investigate and resolve inquiries related to:
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• Tuition charges and mandatory fees
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• Account balances and payment history
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• Refunds and payment plan enrollment
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• Billing statements and late fee assessments
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• Account holds and third-party sponsor billing
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• Clearly explain billing policies, payment deadlines, and available payment arrangements to students and families
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• Enter approved corrections and account adjustments following established procedures
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• Log all customer interactions thoroughly in the organization's CRM or case management system
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• Manage a queue of support tickets, meeting response-time and resolution goals
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• Hold scheduled one-on-one virtual sessions to walk students through more complicated account issues
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• Deliver friendly, professional service to walk-in visitors while juggling multiple tasks at once
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• Partner with financial aid, registrar, admissions, housing, and academic department contacts to track down answers and resolve issues
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• Help students learn to use online payment and account management tools
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• Know when to loop in a supervisor for policy questions or complex escalations, while still owning the outcome for the customer
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• Handle student financial records with strict confidentiality, in line with FERPA requirements
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• Pitch in extra during high-volume periods like registration, billing cycles, and start/end of term
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• Flag patterns in customer questions and suggest ways to improve processes or communications
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Required Skills and Experience

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• Associate's or bachelor's degree
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• 2–3 years of customer service experience in banking, finance, billing, or higher education background preferred
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• Hands-on experience with a CRM platform (e.g., PeopleSoft or similar)
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• Experience with ticketing/case management software (e.g., Zendesk or comparable)
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• Working knowledge of Microsoft Office (Outlook, Word, Excel)
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• Background in a college/university billing or student accounts office
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• Familiarity with student information systems such as PeopleSoft, Workday Student, or Colleague
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• Understanding of FERPA and general tuition billing practices
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• Experience in a call center or shared-services support environment
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• Strong verbal and written communication skills
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• Comfort managing multiple communication channels at once (phone, email, chat, in-person)
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• Solid problem-solving and analytical skills
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