Student Financial Services Advisor

University of Southern California•Los Angeles, CA

2d•$27 - $30•Hybrid

About The Position

The USC department of Financial Services is seeking Student Financial Services Advisors to join its team. This recruitment will be used to build a pool of qualified candidates for current openings within Student Financial Services. These opportunities are ideal for customer-focused professionals who enjoy combining financial problem-solving with meaningful service to students and families. If you are resourceful, detail-oriented, adaptable, and committed to providing exceptional customer service, we invite you to apply and join the Trojan Family. Position Overview: The Student Financial Services Advisor provides comprehensive financial guidance and support to USC students and families. This position combines direct customer interaction with detailed financial and administrative work in a fast-paced, service-oriented environment. Advisors are cross-trained to support key areas across Student Financial Services, including Student Financial Services, Student Account Services, and University Collections. This cross-functional approach provides Advisors with broad exposure to student billing, payments, account services, and collections while enabling the team to respond to evolving operational and student service needs. Success in this role requires the ability to learn quickly, exercise sound judgment, navigate complex situations, and approach sensitive financial conversations with empathy, patience, resourcefulness, and professionalism.

Requirements

Bachelor’s degree.
Combined experience/education as substitute for minimum education.
One year of relevant experience in customer service, financial services, accounting, banking, or a related field.
Ability to interpret, review, and evaluate complex financial documentation and policies accurately.
Ability to counsel and advise students and parents on matters concerning financial obligations to the university.
Exceptional customer service and interpersonal skills.
Thorough working knowledge of all relevant state/federal regulations pertaining to student data (e.g., the Family Educational Rights and Privacy Act of 1974, or FERPA).
Demonstrated attention to detail.
Excellent organizational and problem-solving skills, able to prioritize among several tasks.
Exceptional written and oral communication skills, able to share sensitive/complex information in a confidential and straightforward manner.
Extensive experience with Microsoft Office and relevant financial software.

Nice To Haves

Bachelor's degree in finance or in related field(s).
Three years of experience in customer service, financial services, accounting, banking, or a related field.
Experience with relevant software, systems and platforms (e.g., Workday, Flywire, Transact Cashnet, ECSI).
Experience with scanning and indexing data (e.g., DexFlow images).
Familiarity with higher education environments, policies and procedures.

Responsibilities

Provide guidance to students, families, and campus stakeholders regarding student financial obligations, payment procedures, available options, and issues that may affect a student's ability to continue enrollment.
Review and interpret student accounts and financial documentation to accurately explain charges, credits, payments, balances, and other account activity.
Counsel students and families regarding payment options, payment plans, past-due balances, student loans, employer tuition deferments, and other available financial arrangements.
Process student account activity, including billing adjustments, deferments, invoices, refunds, payment-plan activity, account corrections, and other financial transactions. Reconcile discrepancies and ensure documentation is accurate and complete.
Investigate account issues and exercise sound judgment when resolving individual circumstances, including waiving late fees and charges when justified within established guidelines and escalating matters as appropriate.
Monitor and maintain student accounts, including updating account information, processing or adjusting payments, revising payment arrangements, lifting applicable holds, and maintaining required documentation and communications.
Provide exceptional customer service through phone, email, and in-person interactions, including sensitive or challenging conversations. Communicate complex financial information clearly while demonstrating patience, empathy, professionalism, and confidentiality.
Perform detailed back-office work, including data entry, account maintenance, spreadsheet and report review, refund processing, and other administrative activities requiring accuracy and attention to detail.
Work collaboratively and cross-functionally across Student Financial Services areas and with university partners whose processes affect student accounts, including Financial Aid and the Registrar.
Identify opportunities to improve processes, procedures, and the customer experience. Remain adaptable, resourceful, and willing to learn as systems, regulations, and business needs evolve.
Stay current with applicable policies, procedures, regulations, and emerging issues affecting student financial services and student data.
Performs other related duties as assigned or requested. The university reserves the right to add or change duties at any time.