Job Details

Senior Assistant Director of Student Accounts, Customer Experience

Position Number: 9777171
Location: Boston, United States
Position Type: Bursar and Student Accounts

Senior Assistant Director of Student Accounts, Customer Experience

About the Opportunity

Job Summary

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 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. This includes medical, vision, dental, paid time off, tuition assistance, wellness & life, retirement- as well as 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.

To apply, visit https://northeastern.wd1.myworkdayjobs.com/en-US/careers/job/Boston-MA-Main-Campus/Senior-Assistant-Director-of-Student-Accounts--Customer-Experience_R141673