Information Specialist

Georgetown University; United States; Hybrid; USD 25,000 - 38,000; Full time

Job summary

Georgetown University is seeking an Information Specialist to deliver front-line financial counseling and customer service for student tuition and fee billing. You will communicate options, assist with payment plans, and support related financial aid processes.

You will also run outreach projects, ensuring students grant access for billing statements and establish electronic refund profiles, while coordinating with campus partners to improve information delivery and service quality.

Qualifications

• High School diploma or equivalent and strong written/oral communication skills.
• Proficiency with email and telephone systems, typing speed of at least 45 WPM.
• Experience with MS Office and Google Suite.
• Preferred: Bachelor’s degree in business/finance or related field; higher education experience.

Responsibilities

• Provide financial counseling and frontline customer service for student tuition and fee bills.
• Address inquiries from students, parents, or other stakeholders about accounts, payment options, plans, and financial aid implications.
• Explain billing policies, tuition assessment, aid disbursement, refunds, and penalties clearly.
• Coordinate with related departments (registrar, financial aid, housing) to support student finances.
• Lead outreach to students to authorize users for the Student Account Services system and to set up electronic refund profiles.
• Review and update departmental information to improve clarity and service delivery.

Skills

Communication skills

Typing 45 WPM

Email/phone handling

Education

Bachelor’s degree in business/finance or related field

Tools

MS Office

Google Suite

Banner

Workday Financials

Fresh Service

Job description

Georgetown University comprises two unique campuses in the nation’s capital. With the Hilltop Campus located in the heart of the historic Georgetown neighborhood, and the Capitol Campus, just minutes from the U.S. Capitol and U.S. Supreme Court, Georgetown University offers rigorous academic programs, a global perspective, and unparalleled opportunities to engage with Washington, D.C. Our community is a close-knit group of remarkable individuals driven by intellectual inquiry, a commitment to social justice, and a shared dedication to making a difference in the world.

Requirements and Qualifications

The Information Specialist serves as a front-line representative for Revenue and Receivables’ customer service operations. There are two major responsibilities associated with this position: Financial counseling and customer service related to the student tuition and fee bill, and Communications projects for outreach to the student population.

• Response to student, parent, or other stakeholder financial inquiries; provision of financial counseling; suggestion of payment options; and provision of general assistance in financial and non-financial matters.
• Answers questions about student accounts, payment options, payment plan options, the processing of scholarship funds, "full-need" as it relates to the student’s financial aid award and the student bill, financial and non-financial penalties due to non-payment, and student obligations to perform certain functions on the web as it relates to their university account.
• Explains departmental policies and practices (such as billing, tuition assessment, financial aid disbursement, refunding of overpayment, and assessment of financial penalties) clearly and concisely.
• Has knowledge of related department practices and policies, including but not limited to student financial aid, registration and records, meals and housing, and student health insurance.
• Provides financial counseling and customer service via in-person, over the phone, via email, utilizing the departmental ticketing system, via Zoom, or in any other departmentally-sanctioned method.

• Outreach to undergraduate students to assure that they establish authorized users of the Student Account Services system, so that parents and other authorized payers may receive billing statements and pay on behalf of students.
• Outreach to all students to assure that they have established electronic refund profiles so that overpayments of the student account can be refunded to them quickly, conveniently, and at low-cost.
• Regular review of the departmental website to collect suggestions for updated information based on policy updates, procedure updates, or improvements in form to deliver information more concisely or in an more understandable fashion.

Work Interactions

This position reports to the Manager of Customer Service. Performance evaluations will be performed by the Manager of Customer Service. The position operates with two other information specialists working under the Manager of Customer Service to provide the first line of service to the more than 25,000 unique students who attend Georgetown University each year, as well as the parents, guardians and other third parties associated with students, such as financial advisors, 529 plans, scholarship-granting organizations, banks, credit card companies. Within the organization, this position also interacts with the Associate Director for Customer Accounts on a regular basis, and acts as a back-up to payment processing Information Specialist. This position determines when to elevate questions, problems, or other issues to the Manager, to a specialist such as the department’s Managers of Active Student Receivables, Manager of Sponsored Student Receivables, Manager of Inactive Students, or to higher-level management (Associate Directors, Deputy Directors, or Directors). In its function as a communication projects specialist, this position interacts with the university’s Communications team. Outside of the department, this position interacts with various representatives across the university who have interest in students’ financial well-being, ranging from registrar’s office records specialists, financial aid counselors, assistant and associate deans, and other academic program managers.

Requirements

• High School diploma or equivalent
• Excellent oral and written communication skills
• Proficiency with email (ability to type at least 45 WPM) and telephone systems
• Proficiency with MS Office suite of products (Word, Excel)
• Proficiency with the Google Suite of Productivity Software (Gmail, Docs, Sheets)

Preferred

• Bachelor’s degree in business, finance, accounting, or related field
• Experience in a finance, accounting, or business operation
• Experience in a higher education environment
• Experience with the Banner student record system
• Experience with Workday Financials
• Experience with Fresh Service

Work Mode Designation

This position has been designated as Hybrid. Please note that work mode designations are regularly reviewed in order to meet the evolving needs of the University. Such review may necessitate a change to a position’s mode of work designation. Complete details about Georgetown University’s mode of work designations for staff positions can be found on the Department of Human Resources website: https://hr.georgetown.edu/mode-of-work-designation.

Pay Range

Pay Range: The projected salary or hourly pay range for this position which represents the full range of anticipated compensation is: $18.40 - $27.33 Compensation is determined by a number of factors including, but not limited to, the candidate’s individual qualifications, experience, education, skills, and certifications, as well as the University’s business needs and external factors.

Benefits

Georgetown University offers a comprehensive and competitive benefit package that includes medical, dental, vision, disability and life insurance, retirement savings, tuition assistance, work-life balance benefits, employee discounts and an array of voluntary insurance options.

EEO Statement

GU is an Equal Opportunity Employer. All qualified applicants are encouraged to apply, and will receive consideration for employment without regard to age, citizenship, color, disability, family responsibilities, gender identity and expression, genetic information, marital status, matriculation, national origin, race, religion, personal appearance, political affiliation, sex, sexual orientation, veteran status, or any other characteristic protected by law.

Company Culture

We’re a leading research university with a heart. Founded in the decade that the U.S. Constitution was signed, we’re the nation’s oldest Catholic and Jesuit university. Today we’re a forward-looking, diverse community devoted to social justice, restless inquiry and respect for each person’s individual needs and talents. Grounded in our Jesuit, Catholic identity, the Spirit of Georgetown undergirds everything we do.

Watch this video to learn more.

Learn how HR CARES for faculty and staff, nurturing an environment of mutual respect where imaginations flourish and ideas are realized to positively impact the world.