Student Services Specialist

Student Financial Services - Pennsylvania-Pittsburgh - (26005036)

The Student Payment Center is the primary customer service arm of Student Financial Services, supporting students in good financial standing across all campuses. This position serves as a point of contact for students, families, faculty, staff, and other university offices, responding to phone, email, and in-person inquiries and resolving complex account-related questions and issues, referring matters to supervisors or other departments as needed.

The core of this role is direct student and family support: helping students and families understand account activity, manage tuition payment plans, and navigate the online billing and payment portal. Must maintains accurate records of customer interactions. This position also processes mailed scholarship checks, 529 Plan payments, other mailed or in-person student account payments, and departmental deposits in student and general ledger systems.

This role participates in proactive outreach to support student financial success and partners with peer offices to resolve issues and shape operational best practices that keep billing and payments seamless for students and families.

For more information regarding Pitt Finance & Operations, please visit our website at: https://www.financeoperations.pitt.edu/

Job Summary

Serves as contact for internal and external customers and responds to complex inquiries and needs. Coordinates with others, resolves complex issues, and refers customers to appropriate personnel. Maintains records, details comments and complaints, and performs special projects.

Essential Functions

• Responds to and resolves complex student and family inquiries regarding account activity, tuition payment plans, and use of the online billing and payment portal, escalating matters to supervisors or other departments when needed.
• Maintains accurate records of customer interactions, transactions, comments, and complaints to support account integrity and continuity of service.
• Coordinates with peer offices and internal departments to track and resolve account issues and to inform operational best practices for billing and payment processes.
• Conducts proactive outreach to students and families to support financial standing and prevent account issues before they arise.
• Processes mailed and in-person student account payments in the student system and general ledger accurately and within required timeframes, including processing of scholarship checks, 529 Plan payments, and departmental deposits.

Physical Effort

Must be able to sit or stand for prolonged periods of time. Requires extensive use of a personal computer and telephone. Must be able to walk to other offices across campus as needed, and perform light lifting (e.g., one to two reams of paper).

Assignment Category: Full-time regular

Job Classification: Staff.Customer Service Representative III

Job Family: Administrative Support

Job Sub Family: Customer Service

Campus: Pittsburgh

Minimum Education Level Required: Associate's Degree

Minimum Years of Experience Required: 5

Will this position accept substitution in lieu of education or experience: Combination of education and relevant experience will be considered in lieu of education and/ or experience requirement.

Additional details about Required Licensure/Certification: 1–2 years of related experience; 2–3 years in a customer service setting (higher education or banking preferred)

Work Schedule: Monday - Friday, 8:30 a.m. - 5:00 p.m.

Work Arrangement: Hybrid: Combination of On-Campus and Remote work as determined by the department.

Hiring Range: TBD Based Upon Qualifications

Relocation_Offered: No

Visa Sponsorship Provided: No

Background Check: For position finalists, employment with the University will require successful completion of a background check

Child Protection Clearances: Not Applicable

Required Documents: Resume

Optional Documents: Cover Letter