Advisor for Student Accounts and Customer Service

ADVISOR FOR STUDENT ACCOUNTS AND CUSTOMER SERVICE, Student Financial Services, will be responsible for Caseload Management & Counseling (50%): Manage an assigned caseload of roughly 4,000 students, providing integrated counseling and support for student accounts and financial matters. Act as the primary point of contact across multiple channels, including in-person, Zoom, and email, to resolve inquiries and support Institute goals for student retention; Account Auditing & Resolution (25%): Independently research and resolve complex student account discrepancies. Verify the accuracy of credit balances, authorize fee reversals, and process refunds in strict compliance with federal, state, and institutional regulations; Systems Knowledge & Strategic Support (25%): Maintain expert proficiency in MIT's financial infrastructure (Banner, Odyssey, TransferMate) while ensuring FERPA compliance. Collaborate with campus partners and represent SFS at community events to provide comprehensive financial education.