Student Financial Customer Service Analyst

The Talent Acquisition department hires qualified candidates to fill positions which contribute to the overall strategic success of Howard University. Hiring staff "for fit" makes significant contributions to Howard University's overall mission.

At Howard University, we prioritize well-being and professional growth.

Here is what we offer:

• Health & Wellness: Comprehensive medical, dental, and vision insurance, plus mental health support
• Work-Life Balance: PTO, paid holidays, flexible work arrangements
• Financial Wellness: Competitive salary, 403(b) with company match
• Professional Development: Ongoing training, tuition reimbursement, and career advancement paths
• Additional Perks: Wellness programs, commuter benefits, and a vibrant company culture

Join Howard University and thrive with us!

https://hr.howard.edu/benefits-wellness

BASIC FUNCTIONS:

The Student Financial Customer Service Analyst serves as a trusted financial resource for students and families by delivering exceptional customer service while ensuring accurate student account management and sound fiscal stewardship. This role leverages technology, data, and proactive communication to enhance the student experience, support operational excellence, and protect university revenue.

This is a full-time, fully in-person position based on Howard University's main campus. Regular on-site presence is essential to provide direct student support, collaborate with campus partners, and perform daily operational responsibilities. To support peak enrollment, billing, registration, and other critical university operations, the position may require compensated evening and weekend work as business needs dictate.

SUPERVISORY ACCOUNTABILITY:

N/A

NATURE AND SCOPE:

This role serves as a frontline Student Accounts coordinator, providing clear, accurate, and empathetic financial guidance to students. The coordinator responds to inquiries by phone, email, and in person-including during some nontraditional hours-and conducts detailed account reviews. They collaborate closely with Cashiering, Bursar Systems, Registrar, Auxiliary Services, and Financial Aid to resolve billing discrepancies and ensure accurate account updates. The position requires strong communication, customer service experience, problem-solving skills, and the ability to support adult learners. The coordinator helps students understand charges, deadlines, holds, and financial processes while ensuring issues are resolved efficiently and in alignment with university policies.

PRINCIPAL ACCOUNTABILITIES:

• Serve as a primary point of contact for students, responding to financial inquiries via phone, email, in person, and during some nontraditional hours.
• Conduct comprehensive student account reviews and identify discrepancies.
• Laise with Cashiering, Bursar Systems, Registrar, Auxiliary Services, and Financial Aid to resolve billing issues and ensure accurate updates.
• Educate students on billing policies, deadlines, payment options, and the financial implications of academic actions.
• Document interactions, maintain accurate case notes, and ensure timely account resolution.
• Provide high-quality, empathetic guidance to support student persistence and financial clarity.

CORE COMPETENCIES:

• Ability to deliver patient, empathetic, and solution-oriented support.
• Identifies issues, interprets account activity, and determines appropriate next steps.
• Clear, concise, and professional written and verbal communication across multiple channels.
• Works effectively with cross-functional offices to resolve discrepancies and support accurate billing.
• Ensures accuracy in account reviews, documentation, and follow-through.
• Comfort working in a fast-paced environment and supporting evening or nontraditional service hours.
• Ability to understand and communicate institutional billing, financial aid, and registration policies.

MINIMUM REQUIREMENTS:

• Bachelor's degree preferred; an equivalent combination of education and directly related experience may be considered.
• Experience in customer service and/or financial operations, ideally in higher education or a service-focused environment.
• Experience supporting adult or nontraditional learners strongly preferred.
• Ability and willingness to work evening or nontraditional hours based on program needs.
• Strong written and verbal communication skills with the ability to provide accurate, empathetic guidance.
• Demonstrated ability to analyze accounts, problem-solve, and coordinate with multiple campus offices.

Compliance Salary Range Disclosure

Expected Salary Range: $60,000 - 64,000