Student Account Rep

About the Opportunity

JOB SUMMARY

The Student Account Representative serves as a frontline representative for the Office of Student Financial Services (SFS), delivering exceptional service to students, families, faculty, staff, and third-party stakeholders on all matters related to student accounts. Operating across in-person, phone, and digital channels, this role combines expert customer service with critical operational responsibilities to ensure seamless account management and customer satisfaction. In addition to customer service, the student account representative is responsible for timely, accurate, and compliant payment processing and reconciliation, and may assist with cyclical special projects, committee work, or other duties as assigned. This position requires both technical aptitude and interpersonal excellence—blending systems expertise with the ability to translate complex financial information into clear, actionable guidance for diverse audiences.

KEY RESPONSIBILITIES & ACCOUNTABILITIES

• Customer Service Deliver frontline support across all channels—ServiceNow cases, phone, virtual appointments, and in-person—serving as primary contact for students, families, and stakeholders seeking account information or issue resolution. Provide expert guidance on account status, billing activity, transaction history, payment options, financing alternatives, departmental policies, and available resources. Maintain comprehensive documentation of all customer interactions in accordance with privacy standards and university protocols. Resolve complex account issues through proactive research and cross-functional collaboration with Financial Aid, NUSHP, Registrar, Residential Life, Academic Departments, and other university partners.

• Student Account Management Execute account transactions including adjustments, forms, and payment requests with precision, ensuring full compliance with departmental procedures and regulatory requirements. Conduct thorough account audits to verify data accuracy, identify discrepancies, and proactively pursue missing or erroneous information. Escalate complex cases by routing accounts to appropriate internal specialists when advanced review or specialized expertise is required. Investigate payment discrepancies to identify, document, and resolve missing or misapplied payments efficiently.

• Payment Processing Process financial transactions including student payments, account adjustments, and refunds in strict accordance with university policies and established financial controls. Verify and reconcile payments across institutional systems to ensure accurate posting and regulatory compliance. Manage diverse payment sources by accurately identifying and supporting transactions from students, families, scholarship organizations, 529 plan providers, external sponsors, and other third-party payors.

• Special Projects & Strategic Initiatives Represent Student Accounts by serving on interdepartmental committees, university working groups, and cross-functional teams to advance institutional priorities. Support student-facing programs including new student orientations, financial literacy workshops, recruitment events, and advising sessions. Contribute to cyclical projects, targeted campaigns, and operational efforts designed to address evolving service needs and peak-period demands. Adapt to emerging priorities by taking on additional responsibilities as assigned.

MINIMUM QUALIFICATIONS

High School Diploma required; Associate degree preferred. Customer service experience required, preferably in higher education, financial services, or professional office environment. One year experience in higher education student accounts or bursar's office strongly preferred. Proficiency in Microsoft Word and Excel required. Experience with ServiceNow and Banner systems preferred. Strong communication skills with ability to explain complex financial information clearly. Demonstrated cultural competency working with diverse populations. Excellent organizational abilities with attention to detail and accuracy. Ability to manage multiple priorities simultaneously while maintaining service quality and compliance standards.

Position Type

Additional Information

Northeastern University considers factors such as candidate work experience, education and skills when extending an offer.  

All qualified applicants are encouraged to apply and will receive consideration for employment without regard to race, religion, color, national origin, age, sex, sexual orientation, disability status, or any other characteristic protected by applicable law.

Compensation Grade/Pay Type:

Expected Hiring Range:

With the pay range(s) shown above, the starting salary will depend on several factors, which may include your education, experience, location, knowledge and expertise, and skills as well as a pay comparison to similarly-situated employees already in the role. Salary ranges are reviewed regularly and are subject to change.