Student Financial Services Advisor

Position Overview: The Student Financial Services Advisor provides comprehensive financial guidance and support to USC students and families. This position combines direct customer interaction with detailed financial and administrative work in a fast‑paced, service‑oriented environment. Advisors are cross‑trained to support key areas across Student Financial Services, including Student Financial Services, Student Account Services, and University Collections. This cross‑functional approach provides Advisors with broad exposure to student billing, payments, account services, and collections while enabling the team to respond to evolving operational and student service needs. Success in this role requires the ability to learn quickly, exercise sound judgment, navigate complex situations, and approach sensitive financial conversations with empathy, patience, resourcefulness, and professionalism. Key Accountabilities: Provide guidance to students, families, and campus stakeholders regarding student financial obligations, payment procedures, available options, and issues that may affect a student's ability to continue enrollment. Review and interpret student accounts and financial documentation to accurately explain charges, credits, payments, balances, and other account activity. Counsel students and families regarding payment options, payment plans, past‑due balances, student loans, employer tuition deferments, and other available financial arrangements. Process student account activity, including billing adjustments, deferments, invoices, refunds, payment‑plan activity, account corrections, and other financial transactions. Reconcile discrepancies and ensure documentation is accurate and complete. Investigate account issues and exercise sound judgment when resolving individual circumstances, including waiving late fees and charges when justified within established guidelines and escalating matters as appropriate. Monitor and maintain student accounts, including updating account information, processing or adjusting payments, revising payment arrangements, lifting applicable holds, and maintaining required documentation and communications. Provide exceptional customer service through phone, email, and in‑person interactions, including sensitive or challenging conversations. Communicate complex financial information clearly while demonstrating patience, empathy, professionalism, and confidentiality. Perform detailed back‑office work, including data entry, account maintenance, spreadsheet and report review, refund processing, and other administrative activities requiring accuracy and attention to detail. Work collaboratively and cross‑functionally across Student Financial Services areas and with university partners whose processes affect student accounts, including Financial Aid and the Registrar. Identify opportunities to improve processes, procedures, and the customer experience. Remain adaptable, resourceful, and willing to learn as systems, regulations, and business needs evolve. Stay current with applicable policies, procedures, regulations, and emerging issues affecting student financial services and student data. Performs other related duties as assigned or requested. The university reserves the right to add or change duties at any time. Work Schedule: This is a full‑time, benefits‑eligible, hourly position scheduled for 37.5 hours per week, Monday through Friday, from 8:30 a.m. to 5:00 p.m. Additional hours or overtime may be required based on business needs, particularly during peak registration, billing, and payment periods. Occasional weekend or Winter Recess work may also be required based on operational needs. Student Financial Services experiences peak service periods surrounding Fall and Spring registration. During assigned peak periods, employees may be required to work fully onsite for approximately two to four consecutive weeks, and vacation/PTO may not be available during those designated periods. Work Arrangement: New employees are expected to work 100% onsite during their first 90 days to support training, onboarding, and cross‑training across Student Financial Services. Following the initial 90‑day period, the position is eligible for a hybrid work arrangement consisting of three days onsite and two days remote per week. Remote workdays are determined by management based on operational needs and onsite coverage requirements. The primary work location is USC's University Park Campus. Employees may also be required to work at the Health Sciences Campus based on business needs. The hybrid work arrangement and onsite expectations are subject to change based on university and departmental business needs. Minimum Requirements: Bachelor's degree. Combined experience/education as substitute for minimum education. One year of relevant experience in customer service, financial services, accounting, banking, or a related field. Ability to interpret, review, and evaluate complex financial documentation and policies accurately. Ability to counsel and advise students and parents on matters concerning financial obligations to the university. Exceptional customer service and interpersonal skills. Thorough working knowledge of all relevant state/federal regulations pertaining to student data (e.g., the Family Educational Rights and Privacy Act of 1974, or FERPA). Demonstrated attention to detail. Excellent organizational and problem‑solving skills, able to prioritize among several tasks. Exceptional written and oral communication skills, able to share sensitive/complex information in a confidential and straightforward manner. Extensive experience with Microsoft Office and relevant financial software. Preferred Requirements: Bachelor's degree in finance or in related field(s). Three years of experience in customer service, financial services, accounting, banking, or a related field. Experience with relevant software, systems and platforms (e.g., Workday, Flywire, Transact Cashnet, ECSI). Experience with scanning and indexing data (e.g., DexFlow images). Familiarity with higher education environments, policies and procedures. In addition, the successful candidate must also demonstrate, through ideas, words, and actions, a strong commitment to USC's Unifying Values of integrity, excellence, community, well‑being, open communication, and accountability. Employee Benefits USC offers a wide variety of benefits and programs that support our staff and their families. This support advocates work‑life balance and employee well‑being. USC employees are connected by the traditions and history that make us proud to be Trojans and the work culture thrives on mutual respect, trust, and synergy amongst all its members. About USC Financial Services: Financial Services consists of the following departments: Bank Reconciliation, Bursar Administration, Equipment Management, Space Management, Student Financial Services, and USCard. At USC, Financial Services, promise is to provide exceptional customer service. We are here to help the University community! Minimum Education: Bachelor's degree Addtional Education Requirements: Combined experience/education as substitute for minimum education Minimum Experience: 1 year Minimum Skills: Ability to interpret, review, and evaluate complex financial documentation and policies accurately. Ability to counsel and advise students and parents on matters concerning financial obligations to the university. Exceptional customer service and interpersonal skills. Thorough working knowledge of all relevant state/federal regulations pertaining to student data (e.g., the Family Educational Rights and Privacy Act of 1974, or FERPA). Demonstrated attention to detail. Excellent organizational and problem‑solving skills, able to prioritize among several tasks. Exceptional written and oral communication skills, able to share sensitive/complex information in a confidential and straightforward manner. Familiarity with higher education environments, policies and procedures. Extensive experience with Microsoft Office and relevant financial software. Preferred Education: Bachelor's degree In Finance Or in related field(s) Preferred Experience: 3 years Preferred Skills: Experience with relevant software, systems and platforms (e.g., Workday, Flywire, Transact Cashnet, ECSI). Experience with scanning and indexing data(e.g., DexFlow images). USC is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other characteristic protected by law or USC policy. USC observes affirmative action obligations consistent with state and federal law. USC will consider for employment all qualified applicants with criminal records in a manner consistent with applicable laws and regulations, including the Los Angeles County Fair Chance Ordinance for employers and the Fair Chance Initiative for Hiring Ordinance, and with due consideration for patient and student safety. Please refer to the Background Screening Policy Appendix D for specific employment screen implications for the position for which you are applying. We provide reasonable accommodations to applicants and employees with disabilities. Applicants with questions about access or requiring a reasonable accommodation for any part of the application or hiring process should contact USC Human Resources by phone at View phone number on click.appcast.io, or by email at View email address on click.appcast.io. Inquiries will be treated as confidential to the extent permitted by law. Notice of Non-discrimination Employment Equity Read USC's Clery Act Annual Security Report Digital Accessibility USC is a leading private research university located in the heart of downtown Los Angeles - a global center for arts, technology and international business. As the largest private employer in the city - responsible for more than $5 billion annually in economic activity in the region - we offer the opportunity to work in a dynamic and diverse environment, in careers that span a broad spectrum of talents and skills. As a USC employee, you will enjoy excellent benefits and perks, and you will be a member of the Trojan Family - the faculty, staff, students and alumni who make USC a great place to work. #J-18808-Ljbffr University of Southern California