Financial Assistant (Hybrid)

Department: Student Finance
Salary/Grade: NEX/11

Job Summary:

Reporting to the Manager of Customer Service, the Financial Assistant serves as a front-line point of contact for students, families, and campus partners regarding student accounts, billing, payments, refunds, and related financial policies. This role provides accurate, timely, and student-centered support across multiple service channels, including phone, email, chat, walk-ins, and scheduled appointments.

The Financial Assistant provides day-to-day support using an advanced knowledge of applicable skills, methods, and practices. The role requires independent judgment, analysis, and reasoning to select appropriate alternatives from established policies and procedures to complete work that involves multiple steps and occasional non-routine issues or decisions. Through professionalism, attention to detail, and a commitment to service excellence, this position contributes to a consistent, high-quality service experience and supports the overall mission of Student Finance.

The Customer Service Representative provides day-to-day financial and accounting support related to student accounts, billing, payments, refunds, and account resolution by applying established policies, procedures, and systems. The role adheres to industry and professional standards, University policies and procedures, and applicable federal and state laws and regulations when responding to inquiries and processing transactions. This position analyzes account information to identify issues, determine appropriate resolutions, and escalates complex or sensitive matters to the Manager of Customer Service as appropriate, while delivering accurate and consistent information to students and families across all service channels to ensure a positive and student-centered experience. The role exercises sound reasoning and judgment to resolve non-routine problems within defined guidelines and provides administrative and clerical support through documentation of interactions, data entry, account updates, and record maintenance in accordance with departmental standards. In addition, the position supports appointment scheduling, queue management, and front-desk operations to ensure efficient service delivery and actively participates in training, cross-training, and process improvement initiatives that promote continuous improvement within the Customer Service team.

Specific Responsibilities:

Analysis, Statements & Reporting:

• Provides reports to managers/PIs in tracking payment status & notification when balances & activities do not comply with policy, procedures or are inadequately prepared.

• Creates reports & queries; reviews for incomplete records, data entry errors, &/or accounting mistakes.

Transactions:

• Completes & maintains transactions in enterprise systems.

• Provides review and oversight of all types of financial transactions some of which may be complex in regard to size or duration of account.

• Reviews; ensures approval based on alternatives regarding practice & policy.

• Troubleshoots problems.

• Performs vendor/account research as needed.

• Obtains additional information from or provides instruction & guidance for customers/vendors; corrects or escalates.

• Provides financial policy interpretation to determine the validity of customer requests & ensure compliance.

• Enters information into database.

Administration:

• Provides excellent customer service, over the phone and in person answering standard questions regarding status of requests, policies and procedures for processing transactions, &/or instructions for completing paperwork.

• Instructs & advises regarding options and appropriate courses of action & follows-up inquiries to ensure customer satisfaction.

Training:

• Assists with training of new staff members

• Creates & provides financial training on practice, procedure, policy &/or laws & regulations to customers.

Supervision:

• Provides guidance to junior employees.

Miscellaneous

Performs other duties as assigned.

Minimum Qualifications: (Education, experience, and any other certifications or clearances)

• High school diploma or the equivalent.
• 3 years accounting &/or bookkeeping or other relevant experience.

Minimum Competencies: (Skills, knowledge, and abilities.)

• Excellent computer skills including proficiency in the use of spreadsheet, database and word processing software.
• Familiarity with financial reporting.

Target hiring range for this position will be between $25.10 - 27.10 per hour. Offered salary will be determined by the applicant's education, experience, knowledge, skills and abilities, as well as internal equity and alignment with market data.

Benefits:
At Northwestern, we are proud to provide meaningful, competitive, high-quality health care plans, retirement benefits, tuition discounts and more! Visit us at https://www.northwestern.edu/hr/benefits/index.html to learn more.

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 University is an Equal Opportunity Employer and does not discriminate on the basis of protected characteristics, including disability and veteran status. View Northwestern's non-discrimination statement. Job applicants who wish to request an accommodation in the application or hiring process should contact the Office of Civil Rights and Title IX Compliance. View additional information on the accommodations process.