Student Accounts and Billing Support Specialist

Corestaff Services; Bowie (MD); On-site; USD 42,000 - 65,000; Full time

Job summary

Corestaff Services is seeking a dedicated front-line support specialist for our student financial services team. You will assist students, families, and staff with tuition charges, balances, payments, and billing policies across phone, email, ticketing, video, and in-person meetings.

This on-site role requires strong communication, CRMs experience, and the ability to manage multiple channels while maintaining confidentiality under FERPA guidelines.

Qualifications

• Associate's or bachelor's degree required.
• 2-3 years of customer service experience in banking, finance, billing, or higher education preferred.
• Hands-on CRM experience with PeopleSoft or similar.
• Experience with ticketing/case management software (e.g., Zendesk).
• Proficient in Microsoft Office (Outlook, Word, Excel).
• Background in college/university billing or student accounts.
• Familiarity with student information systems such as PeopleSoft, Workday Student, or Colleague.
• Understanding of FERPA and tuition billing practices.
• Experience in a call center or shared-services environment.
• Strong verbal and written communication skills.
• Comfort managing multiple channels (phone, email, chat, in-person).
• Solid problem-solving and analytical abilities.

Responsibilities

• Be the first contact for questions about tuition, fees, and accounts via multiple channels.
• Investigate and resolve inquiries about charges, balances, and payment history.
• Explain billing policies, deadlines, and payment options clearly.
• Enter corrections and adjustments following established procedures.
• Log all interactions in the CRM/case management system.
• Manage a queue of support tickets and target response times.
• Hold one-on-one virtual sessions to resolve complex issues.
• Provide friendly, professional service to walk-in visitors.
• Collaborate with financial aid, registrar, admissions and other contacts.
• Help students use online payment and account management tools.
• Escalate to a supervisor when needed while owning the customer outcome.
• Maintain strict confidentiality of student records per FERPA.
• Pitch in during high-volume periods like registration and billing cycles.
• Flag patterns and suggest process or communications improvements.

Skills

Customer service

Multi-channel support

Communication skills

CRM experience

Ticketing software

Microsoft Office

FERPA knowledge

Student accounts

Analytical skills

Call center experience

Team collaboration

Education

Associate's or bachelor's degree

Tools

PeopleSoft

Zendesk

Job description

We're seeking a customer-focused professional to join a busy student financial services team as a front-line support specialist. In this role, you'll be the go-to resource for students, families, faculty, and staff who have questions about tuition charges, account balances, payments, and billing policies. You'll work across several communication channels including phone, email, a support ticket platform, scheduled video meetings, and face-to-face interactions, helping people get clear answers and quick resolutions.

This is a fully on-site role; regular in-person attendance is required.

What You'll Do

• Act as the first point of contact for questions about tuition, fees, and account activity via phone, email, ticketing software, virtual meetings, and walk-in visits
• Investigate and resolve inquiries related to:
• Tuition charges and mandatory fees
• Account balances and payment history
• Refunds and payment plan enrollment
• Billing statements and late fee assessments
• Account holds and third-party sponsor billing
• Clearly explain billing policies, payment deadlines, and available payment arrangements to students and families
• Enter approved corrections and account adjustments following established procedures
• Log all customer interactions thoroughly in the organization's CRM or case management system
• Manage a queue of support tickets, meeting response-time and resolution goals
• Hold scheduled one-on-one virtual sessions to walk students through more complicated account issues
• Deliver friendly, professional service to walk-in visitors while juggling multiple tasks at once
• Partner with financial aid, registrar, admissions, housing, and academic department contacts to track down answers and resolve issues
• Help students learn to use online payment and account management tools
• Know when to loop in a supervisor for policy questions or complex escalations, while still owning the outcome for the customer
• Handle student financial records with strict confidentiality, in line with FERPA requirements
• Pitch in extra during high-volume periods like registration, billing cycles, and start/end of term
• Flag patterns in customer questions and suggest ways to improve processes or communications

Required Skills and Experience

• Associate's or bachelor's degree
• 2-3 years of customer service experience in banking, finance, billing, or higher education background preferred
• Hands-on experience with a CRM platform (e.g., PeopleSoft or similar)
• Experience with ticketing/case management software (e.g., Zendesk or comparable)
• Working knowledge of Microsoft Office (Outlook, Word, Excel)
• Background in a college/university billing or student accounts office
• Familiarity with student information systems such as PeopleSoft, Workday Student, or Colleague
• Understanding of FERPA and general tuition billing practices
• Experience in a call center or shared-services support environment
• Strong verbal and written communication skills
• Comfort managing multiple communication channels at once (phone, email, chat, in-person)
• Solid problem-solving and analytical skills