Reporting to the Student Finance Associate Director for Operations, the Manager, Customer Accounts leads the service team responsible for customer service and account management. Together they ensure accurate and compliant account management and quality service delivery to students, parents, sponsors, and internal partners
Manage and lead the team responsible for customer support regarding tuition and fee accounts.
Develop and maintain a shared knowledge base and training to ensure that staff is continually trained with regards to applicable policies, procedures, and systems.
Develop metrics and goals for customer support staff, manage schedule of coverage for service channels.
Serve as subject matter expert and point of escalation for customer support team and wider community. Provide back-up for staff during peak periods and absences.
Serve as liaison for schools and units with student account questions and concerns regarding student and parent service delivery. Develop and maintain excellent working relationship with partners in units which work with Student Finance.
Understand and provide oversight of all student account activity, including but not limited to; charges, holds, payments and refunds. Perform detailed transaction audits to verify account activity.
Manage, generate, and maintain various records and reports related to student account activity, including, but not limited to; invoices, payment plans and tax forms.
Resolve complex issues and use sound judgement to determine when escalation to unit and university leadership is needed.
Compliance and Regulatory
Ensure that student academic and financial data is maintained and managed with integrity and in compliance with Family Educational Rights and Privacy Act (FERPA), federal and state rules and regulations, University policies, and other regulatory requirements.
Develop and document policies and procedures for improved efficiency and customer service in accordance with the unit’s goals and objectives.
Performs other duties as assigned.
Bachelor’s degree in accounting, business administration, or a related field OR appropriate combination of education and experience
2 years’ experience in a high-volume customer service area
Minimum Competencies: (Skills, knowledge, and abilities.)
Excellent customer service and communication skills
Excellent organizational skills and attention to detail
Proficiency with Excel
Proficiency with basic accounting
Experience in Student Finance (Bursar) area of a college or university
3+ years’ supervisory experience in a customer service setting
Preferred Competencies: (Skills, knowledge, and abilities)
Experience with Oracle Student/PeopleSoft Campus Solutions
Work-Life and Wellness: Northwestern offers comprehensive programs and services to help you and your family navigate life’s challenges and opportunities, and adopt and maintain healthy lifestyles. We support flexible work arrangements where possible and programs to help you locate and pay for quality, affordable childcare and senior/adult care. Visit us at https://www.northwestern.edu/hr/benefits/work-life/index.html to learn more.
Professional Growth & Development: Northwestern supports employee career development in all circumstances whether your workspace is on campus or at home. If you’re interested in developing your professional potential or continuing your formal education, we offer a variety of tools and resources. Visit us at https://www.northwestern.edu/hr/learning/index.html to learn more.
Northwestern requires all staff and faculty to be vaccinated against COVID-19, subject to limited exceptions. For more information, please visit our COVID-19 and Campus Updates website.
The Northwestern campus sits on the traditional homelands of the people of the Council of Three Fires, the Ojibwe, Potawatomi, and Odawa as well as the Menominee, Miami and Ho-Chunk nations. We acknowledge and honor the original people of the land upon which Northwestern University stands, and the Native people who remain on this land today.
Northwestern University is an Equal Opportunity, Affirmative Action Employer of all protected classes, including veterans and individuals with disabilities. Women, racial and ethnic minorities, individuals with disabilities, and veterans are encouraged to apply. Click for information on EEO is the Law.
Northwestern University is a major private research university with 12 academic divisions located on three campuses in Evanston, Chicago, and Education City in Doha, Qatar. We have approximately 2,500 full-time faculty members, 17,000 graduate and undergraduate students, and over 5,700 full and part-time staff. Northwestern University combines innovative teaching and pioneering research in a highly collaborative environment. It provides students and faculty exceptional opportunities for intellectual, personal and professional growth.