Senior Assistant Director of Student Accounts, Customer Experience

Senior Assistant Director of Student Accounts, CustomerExperience

About the Opportunity

Job Summary

The Senior Assistant Director of Student Accounts promotes positivecustomer experiences within the Student Accounts unit and theEnrollment Management division. This position monitors servicelevels and partners with Student Financial Services (SFS)management and the Enrollment Management Contact Center (EMCC) toensure established service standards are met. The Senior AssistantDirector communicates daily with staff to ensure team members havethe information needed to assist customers and manages escalatedand special cases through to resolution.

The Senior Assistant Director develops, maintains, and monitorsservice metrics to assess the impact of key initiatives andestablishes and refines service expectations around response times,communication, and issue resolution. This position also optimizesthe ServiceNow platform to understand customer engagement andbehavior, anticipate customer needs, and develop solutions thatrespond promptly to emerging service trends.

This position directly supervises a team of student accountrepresentatives responsible for frontline service delivery andpayment processing, with regular oversight of case management,quality assurance, transaction processing, batch reconciliation,and resolution ofpayment discrepancies to maintain the integrityof student accountrecords. The Senior Assistant Director alsomonitors staffing resources and workload distribution to ensureappropriate coverage during peak billing, payment, and enrollmentperiods

In collaboration with the Associate Director of Communications andTraining, the Senior Assistant Director helps create and deliver communications that provide students, families, and campus partnerswith timely information and foster a culture of self-service. Thisincludes developing, coordinating, and maintaining Student Accountscommunications and content, such as website updates and knowledgearticles; collaborating with Enrollment Management Marketing onmessaging and collateral development; and partnering with SFS Leadership, Student Accounts Management, SFSCustomer Service, the Enrollment Management Contact Center, andother stakeholders to deliver targeted communications to uniquepopulations 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 toensure established service standards are met
• Communicate daily with staff to ensure team members have theinformation needed to assist customers effectively
• Manage escalated and special cases through to resolution
• Develop, maintain, and monitor service metrics to assess theimpact of key initiatives
• Establish and refine service expectations related to responsetimes, communication, and issue resolution
• Optimize the ServiceNow platform to better understand customerengagement and behavior, anticipate customer needs, and developsolutions that address emerging service trends
• Supervise a team of student accountrepresentatives responsible for frontline service delivery andpayment processing
• Provide oversight of case management, quality assurance, transaction processing, batch reconciliation, and resolution ofpayment discrepancies to maintain the integrityof student account records
• Monitor staffing resources and workload distribution to ensureappropriate coverage during peak billing, payment, and enrollmentperiods
• 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 Accountscommunications and content, including website updates and knowledgearticles
• Collaborate with Enrollment Management Marketing onmessaging and collateral development
• Partner with SFS Leadership, Student Accounts Management, SFSCustomer Service, the Enrollment Management Contact Center, andother stakeholders to deliver targeted communications to uniquepopulations while maintaining compliance and alignment withmarketing best practices

Minimum Qualifications

Required

• Bachelor's degree
• 3-5 years of progressively responsible experience in studentaccounts, customer service operations within higher education, or arelated 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 acrossdepartments and with diverse stakeholder groups
• Excellent written and verbal communication skills, includingexperience developing content for diverse audiences
• Ability to multitask, work independently, manage timeeffectively, and deliver quality outcomes under pressure and ondeadline
• Commitment to excellence in student service, with soundjudgment and discretion in handling escalated, sensitive, orcomplex cases
• Ability to learn and effectively navigate multiple technologysystems 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 workexperience, education and skills when extending an offer.

Northeastern has a comprehensive benefits package for benefiteligible employees. This includes medical, vision, dental, paidtime off, tuition assistance, wellness & life, retirement- aswell as commuting & transportation. Visit for more information.

All qualified applicants are encouraged to apply and will receiveconsideration for employment without regard to race, religion,color, national origin, age, sex, sexual orientation, disabilitystatus, or any other characteristic protected by applicablelaw.

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 dependon several factors, which may include your education, experience,location, knowledge and expertise, and skills as well as a paycomparison to similarly-situated employees already in the role.Salary ranges are reviewed regularly and are subject to change.