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Associate Director of Customer Service

Northeastern University
Massachusetts, United States
Salary Not specified
Posted date
Jul 29, 2021

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Position Type
Administrative, Business & Administrative Affairs, Financial Affairs
Employment Level
Salary Band
Not specified
Employment Type
Full Time
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Associate Director of Customer Service

About Northeastern:
Founded in 1898, Northeastern is a global research university and the recognized leader in experience-driven lifelong learning. Our world-renowned experiential approach empowers our students, faculty, alumni, and partners to create impact far beyond the confines of discipline, degree, and campus.

Our locations—in Boston; Charlotte, North Carolina; London; Portland, Maine; San Francisco; Seattle; Silicon Valley; Toronto; Vancouver; and the Massachusetts communities of Burlington and Nahant—are nodes in our growing global university system. Through this network, we expand opportunities for flexible, student-centered learning and collaborative, solutions-focused research.

Northeastern's comprehensive array of undergraduate and graduate programs— in a variety of on-campus and online formats—lead to degrees through the doctorate in nine colleges and schools. Among these, we offer more than 195 multi-discipline majors and degrees designed to prepare students for purposeful lives and careers.

About the Opportunity:
Reporting to the Director of Customer Experience, and working collaboratively with the Dean and Student Financial Services management team, the Associate Director for Customer Service assists in leading the development, implementation, continuous improvement, and assessment of strategies, programs, and strategic investments aimed to attract and retain students, and promote positive customer experiences within the Student Financial Services department and the EM division. This position plays a critical role in SFS service delivery across both undergraduate and graduate students with particular focus on the needs of a Northeastern lifelong learner. Working with colleagues across the Enrollment Management division, the Associate Director liaises and manages escalated and special cases to identify appropriate resolutions and bridges communications across Student Financial Services, Admissions, the Enrollment Management Contact Center, and the Office of Global Services.

In addition to supporting strategies and programs, the Associate Director plays a direct role in developing, maintaining, and monitoring service metrics to assess the impact of specific initiatives, and establishes, maintains, and develops service expectations focused on response times, clear communication, and issue resolution. This position will optimize the Service Now platform to understand customer engagement and behavior, identify and anticipate customer needs, and formulate recommendations and solutions that respond in-time to patterns and trends in service need.

The Associate Director has a critical eye for service delivery outcomes, leverages processes, data, and technology, and operates from a solution orientation that supports desired priorities and goals within both the financial aid and student account departments. This position hires, trains, and supervises middle management as well as frontline employees, and provides regular updates to EM partners on policies and procedures relating to both the administration and processing of financial aid and student account management.

The Associate Director is seated on the Student Financial Services' appeals committees, and EM customer service working groups. Serving as a member of the Student Financial Services management team, the Associate Director assists with implementing new initiatives, policies, and programs across the Student Financial Services and Enrollment Management units.

Bachelor's degree; Master's preferred. Five to 10 years of progressively responsible experience in a financial aid office. Prior supervisory experience strongly preferred. Must have a high level of customer service skills and attention to detail. Experience using PowerFAIDS and Banner preferred. Demonstrated success working with a diverse student population. Experience with project management. Ability to multi-task, be self-motivated, organize time and work under pressure and deliver quality outcomes on time. Commitment to excellence in student service. Ability to use Microsoft Access, Excel and Word to aggregate data, create appropriate internal and public communications, and produce management reports as needed. Strong written and verbal communications skills, in one to one and large group situations.

Salary Grade:

Additional Information:
Northeastern University is an equal opportunity employer, seeking to recruit and support a broadly diverse community of faculty and staff. Northeastern values and celebrates diversity in all its forms and strives to foster an inclusive culture built on respect that affirms inter-group relations and builds cohesion.

All qualified applicants are encouraged to apply and will receive consideration for employment without regard to race, religion, color, national origin, age, sex, sexual orientation, disability status, or any other characteristic protected by applicable law.

To learn more about Northeastern University's commitment and support of diversity and inclusion, please see

To apply, visit

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