Advisor for Student Accounts and Customer Service

MIT • Cambridge, MA

11d • Onsite

About The Position

The Advisor for Student Accounts and Customer Service in Student Financial Services is responsible for managing an assigned caseload of approximately 4,000 students, providing integrated counseling and support for their financial matters. This role serves as the primary point of contact through various channels to resolve inquiries and support student retention goals. Additionally, the position involves researching and resolving complex student account discrepancies, verifying credit balances, authorizing fee reversals, and processing refunds in compliance with regulations. The role also requires maintaining expert proficiency in MIT’s financial systems, ensuring FERPA compliance, and collaborating with campus partners to provide financial education.

Requirements

• A minimum of five years of related experience, preferably within a university, student accounting, or financial aid setting.
• A high school diploma or equivalent.
• Demonstrated exceptional research and analytical skills, with the ability to interpret and apply complex institutional, federal, and state regulations.
• Superior interpersonal, negotiation, and presentation skills.
• A high level of personal integrity and discretion when handling confidential financial and medical information.
• Advanced in Microsoft Office Suite (particularly Excel).
• Committed to mastering new software.
• A flexible, patient demeanor.
• Ability to manage a high-volume workload in a fast-paced, deadline-oriented environment.

Nice To Haves

• Bachelor’s degree.

Responsibilities

• 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.
• 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.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED