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
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