Head of Student Accounts Experience

NU USA Northeastern University; Boston (MA); Presencial; USD 60 000 - 85 000; Tempo integral

Resumo da oferta

Northeastern University in Boston seeks a Senior Assistant Director of Student Accounts to lead frontline student account services and payment processing. You will optimize ServiceNow workflows, supervise staff, and drive performance metrics across Enrollment Management and SFS.

You will collaborate with multiple partners to deliver timely communications, resolve escalated cases, and ensure accurate student account records during peak billing and enrollment periods.

Qualificações

• Bachelor's degree required.
• 3–5 years of progressively responsible experience in student accounts, customer service operations within higher education, or a related financial services environment.
• Strong analytical skills with the ability to interpret data and translate findings into actionable service improvements.
• Experience developing and motivating staff, including performance management, coaching, and training.
• Demonstrated ability to collaborate effectively across departments and with diverse stakeholder groups.
• Excellent written and verbal communication skills, including experience developing content for diverse audiences.
• Ability to multitask, work independently, manage time effectively, and deliver quality outcomes under pressure and on deadline.
• Commitment to excellence in student service, with sound judgment and discretion in handling escalated, sensitive, or complex cases.
• Ability to learn and effectively navigate multiple technology systems and platforms, integrating information across systems to support service delivery and decision-making.

Responsabilidades

• Monitor service levels and partner with Student Financial Services management and the Enrollment Management Contact Center to ensure established service standards are met.
• Communicate daily with staff to ensure team members have the information needed to assist customers effectively.
• Manage escalated and special cases through to resolution.
• Develop, maintain, and monitor service metrics to assess the impact of key initiatives.
• Establish and refine service expectations related to response times, communication, and issue resolution.
• Optimize the ServiceNow platform to better understand customer engagement and behavior, anticipate customer needs, and develop solutions that address emerging service trends.
• Supervise a team of student account representatives responsible for frontline service delivery and payment processing.
• Provide oversight of case management, quality assurance, transaction processing, batch reconciliation, and resolution of payment discrepancies to maintain the integrity of student account records.
• Monitor staffing resources and workload distribution to ensure appropriate coverage during peak billing, payment, and enrollment periods.
• Collaborate with the Associate Director of Communications and Training to develop and deliver communications for students, families, and campus partners.
• Develop, coordinate, and maintain Student Accounts communications and content, including website updates and knowledge articles.
• Collaborate with Enrollment Management Marketing on messaging and collateral development.
• Partner with SFS Leadership, Student Accounts Management, SFS Customer Service, the Enrollment Management Contact Center, and other stakeholders to deliver targeted communications to unique populations while maintaining compliance and alignment with marketing best practices

Conhecimentos

Analytical skills

Leadership

Communication

Collaboration

Multitasking

Discretion

Formação académica

Bachelor's degree

Ferramentas

PowerFAIDS

ServiceNow

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Descrição da oferta de emprego

Northeastern University in Boston seeks a Senior Assistant Director of Student Accounts to lead frontline student account services and payment processing. You will optimize ServiceNow workflows, supervise staff, and drive performance metrics across Enrollment Management and SFS.

You will collaborate with multiple partners to deliver timely communications, resolve escalated cases, and ensure accurate student account records during peak billing and enrollment periods.