StudentLink Student Counselor

New York University; United States; On-site; USD 69,000 - 85,000; Full time

Job summary

New York University is seeking a Tier 2 Service Center Specialist to diagnose and resolve complex inquiries across student billing, financial aid, housing, and registrar services. The role requires rotating between Brooklyn and Manhattan offices and Zoom support.

You will work with the Home Office, Supervisors, and other campus partners, using ServiceNow and QLess to input, track, and resolve issues, while upholding FERPA and privacy standards.

Qualifications

• Bachelor's Degree or equivalent in Business Administration or related field.
• 3+ years of experience in student services (financial aid, bursar, registrar, housing).
• Excellent verbal and written communication; strong interpersonal and analytical skills.
• Ability to interpret policies and work with diverse populations.
• Experience with data privacy and FERPA/HIPAA considerations.

Responsibilities

• Diagnose and resolve complex inquiries related to student billing, financial aid, housing, and registrar services.
• Rotate between Brooklyn/Manhattan offices and Zoom support; assist at front desk.
• Collaborate with Home Office Specialist and Supervisors to resolve issues.
• Input, track, and resolve issues using ServiceNow and QLess.

Skills

Communication skills

Interpersonal skills

Analytical skills

Policy interpretation

Time management

Diversity & inclusion mindset

Education

Bachelor's Degree or equivalent in Business Administration or related field

Tools

ServiceNow

QLess

Job description

Position Summary

Serve as a ‘Tier 2’ resource for customers of the NYU StudentLink Service Center to diagnose and resolve in‑person, email, and Zoom more complex client inquiries and issues related to student billing and payments, financial aid, housing and dining services, registrar services, and other defined inquiry categories. Based on operational needs, the individual will be required to rotate between offices (Brooklyn/Manhattan), support front desk operations, and Zoom support. Respond to inquiries and resolve issues professionally and courteously, displaying a comprehensive knowledge of federal regulations, department and student‑related administrative policies and procedures across Bursar, Financial Aid, and Registrar (“Home Office”). Partner with appropriate Home Office Specialist (co‑located in the StudentLink Center), StudentLink Center Supervisors, Executive Director or other resources, including those within other areas (Information Technology, University Human Resources, Student Health Center, etc.) to bring matters requiring their expertise to a close. Utilize ServiceNow and QLess technology to input, track, and resolve student issues.

Qualifications

Required Education: Bachelor’s Degree or equivalent in Business Administration or related field Required Experience: 3+ years related experience, including in‑depth knowledge/application of student services areas such as financial aid, bursar, registration or housing principles and practices, or an equivalent combination of education and experience. Required Skills, Knowledge and Abilities: Excellent verbal and written communication skills, including the ability to influence and advocate when appropriate. Excellent interpersonal, analytical, problem solving, and conflict resolution skills. Demonstrated ability to provide high‑quality customer service throughout a case’s ‘life cycle’ (i.e., from initial contact to issue resolution). Ability to interpret policies and procedures, to interact effectively with a diverse population at all levels, and to facilitate decision making. Ability to handle multiple tasks in a high volume, deadline‑driven environment. Preferred Skills, Knowledge and Abilities: In addition to English, fluency in at least one of the following languages: Mandarin, Korean, Hindi, Bengali, or Punjabi. Must be able to strictly follow data privacy and security procedures for data handling and analysis to ensure adherence to legal and institutional standards (eg., FERPA, HIPAA).

Additional Information

In compliance with NYC's Pay Transparency Act, the annual base salary range for this position is USD $77,000.00 to USD $77,000.00. New York University considers factors such as (but not limited to) scope and responsibilities of the position, candidate's work experience, education/training, key skills, internal peer equity, as well as, market and organizational considerations when extending an offer. This pay range represents base pay only and excludes any additional items such as incentives, bonuses, clinical compensation, or other items. NYU aims to be among the greenest urban campuses in the country and carbon neutral by 2040. Learn more at nyu.edu/nyugreen.NYU is an Equal Opportunity Employer and is committed to a policy of equal treatment and opportunity in every aspect of its recruitment and hiring process without regard to age, alienage, caregiver status, childbirth, citizenship status, color, creed, disability, domestic violence victim status, ethnicity, familial status, gender and/or gender identity or expression, marital status, military status, national origin, parental status, partnership status, predisposing genetic characteristics, pregnancy, race, religion, reproductive health decision making, sex, sexual orientation, unemployment status, veteran status, or any other legally protected basis. All interested persons are encouraged to apply at all levels.