Senior Assistant Director of Student Accounts, Customer Experience

NU USA Northeastern University; Boston (MA); On-site; USD 60,000 - 85,000; Full time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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

Skills

Analytical skills

Leadership

Communication

Collaboration

Multitasking

Discretion

Education

Bachelor's degree

Tools

PowerFAIDS

ServiceNow

Banner

Job description

About the Opportunity

The Senior Assistant Director of Student Accounts promotes positive customer experiences within the Student Accounts unit and the Enrollment Management division. This position monitors service levels and partners with Student Financial Services (SFS) management and the Enrollment Management Contact Center (EMCC) to ensure established service standards are met. The Senior Assistant Director communicates daily with staff to ensure team members have the information needed to assist customers and manages escalated and special cases through to resolution. The Senior Assistant Director develops, maintains, and monitors service metrics to assess the impact of key initiatives and establishes and refines service expectations around response times, communication, and issue resolution. This position also optimizes the ServiceNow platform to understand customer engagement and behavior, anticipate customer needs, and develop solutions that respond promptly to emerging service trends. This position directly supervises a team of student account representatives responsible for frontline service delivery and payment processing, with regular oversight of case management, quality assurance, transaction processing, batch reconciliation, and resolution of payment discrepancies to maintain the integrity of student account records. The Senior Assistant Director also monitors staffing resources and workload distribution to ensure the team is appropriately scaled to meet cyclical demands, including peak billing, payment, and enrollment periods. In collaboration with the Associate Director of Communications and Training, the Senior Assistant Director helps create and deliver communications that provide students, families, and campus partners with timely information and foster a culture of self-service. This includes developing, coordinating, and maintaining Student Accounts communications and content, such as website updates and knowledge articles; collaborating with Enrollment Management Marketing on messaging and collateral; and partnering with SFS Leadership, Student Accounts Management, SFS Customer Service, the EMCC, and others to deliver targeted communications to unique populations while ensuring alignment with marketing best practices and compliance requirements.

Key Responsibilities & Accountabilities

• 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

Minimum Qualifications

• Required Bachelor's degree


• 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

Preferred Experience

Experience using PowerFAIDS, ServiceNow, and Banner

Position Type

Enrollment

Additional Information

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

Northeastern has a comprehensive benefits package for benefit eligible employees.

• Medical


• Vision


• Dental


• Paid time off


• Tuition assistance


• Wellness & life


• Retirement-


• Commuting & transportation

Visit https://hr.northeastern.edu/benefits/ for more information.

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: 108S

Expected Hiring Range: $60,315.00 - $85,192.50

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.

About Northeastern University

Founded in 1898, Northeastern is a global research university and the recognized leader in experiential lifelong learning. Our approach of integrating real-world experience with education, research, and innovation empowers our students, faculty, alumni, and partners to create worldwide impact. Our global university system provides our community and academic, government, and industry partners with unique opportunities to think locally and act globally. The system—which includes 14 campuses across the U.S., U.K., and Canada, 300,000-plus alumni, and 3,000 partners worldwide—serves as a platform for scaling ideas, talent, and solutions. The university’s residential campuses for undergraduate and graduate degrees are located in Boston, London, and Oakland, California. Our research and graduate campuses are in the Massachusetts communities of Burlington and Nahant; Arlington, Virginia; Charlotte, North Carolina; Miami; Portland, Maine; Seattle; Silicon Valley, California; Toronto; and Vancouver. Northeastern’s personalized, experiential undergraduate and graduate programs lead to degrees through the doctorate in 10 colleges and schools across our campuses. Learning emphasizes the intersection of data, technology, and human literacies, uniquely preparing graduates for careers of the future and lives of fulfillment and accomplishment. Our research enterprise, with an R1 Carnegie classification, is solutions oriented and spans the world. Our faculty scholars and students work in teams that cross not just disciplines, but also sectors—aligned around solving today’s highly interconnected global challenges and focused on transformative impact for humankind.