Brown University — Student Financial Services Counselor

Job Description:

The Student Financial Services Counselor is responsible for providing in-depth counseling to students and families regarding University financial policies, student account payment information, and education financing options. The individual will remain current on new University initiatives and programs that impact student accounts in order to effectively counsel students and families.

The Student Financial Services Counselor must maintain a comprehensive understanding of University policies and procedures, a thorough understanding of the related technical systems, as well as state/federal Fair Debt Collection Practices.  This individual will be accountable for the collection of outstanding student account balances and will require detailed knowledge of the University and third-party payment and financing options. They will assist students and families with navigating and understanding the electronic billing system and student information system. They will understand and discuss the status of education loans and the process of completing requirements for disbursement to the student account. This position requires good technical skill and a willingness/ability to learn new systems. The individual must be able to effectively advise students and families how to navigate University and external websites and systems related to student accounts.

The Student Financial Services Counselor will validate the accuracy of account charges and work with various departments to ensure that inaccurate charges are corrected.  This individual will act as Student Financial Services liaison to campus colleagues in key areas such as the Registrar Office, the College, Graduate School, School of Professional Studies, Health Services, Dining, and Residential Life.

This individual will process student account refunds in an accurate and timely manner; will perform outreach and collection efforts to maintain the University’s low student account receivables balance for active and inactive students.

Major Responsibilities:

  • Respond to inquiries and proactively contact students and families regarding student account transactions, balances, and payment and academic financing options.
  • Validation and collection of all assigned student accounts for payment of balances owed; assist with review of student account data and escalate technical issues appropriately.
  • Process student account transactions in accordance with Federal and University requirements.
  • Other student financial services related duties

Qualifications and Competencies:

  • Associates degree and 2-3 years of related experience, or equivalent combination of education and experience
  • 3-5 years’ experience in an office environment, preferably in higher education industry and/or background in receivables
  • Experience in a customer service role dealing with confidential complex situations
  • Experience in making outbound collection efforts, preferably in the higher education industry
  • Excellent interpersonal and strong oral and written communication skills are required to effectively communicate with a wide variety of students, families, and other university community members
  • Ability to make accurate complex calculations with numbers and to perform basic accounting-related tasks
  • Must demonstrate evidence of detailed-oriented technical skills, customer service skills, and communication skills.
  • Ability to learn new systems quickly and adapt to changing technologies; MS Office experience required; experience with Banner, TouchNet, and Workday preferred
  • Excellent attention to detail and ability to shift focus and priority in a fast-paced environment.  Must be able to work with a diverse population.
  • Ability to maintain confidentiality of sensitive information; ability to handle sensitive information in a tactful manner and effectively diffuse difficult calls
  • Strong organizational and time-management skills; ability to both work and act independently and to work cohesively in a group
  • Willingness and ability to demonstrate a positive attitude and genuine interest in assisting students, often under stressful conditions.
  • Ability to work in various locations while demonstrating a high level of professionalism with less direct supervision.
  • Ability to apply sound judgment and independent decision-making skills with respect to procedures.
  • Must demonstrate dependability and maintain a good attendance record. Must be mindful of peak periods throughout the academic year cycle.
  • Candidates must possess a willingness and ability to support a diverse and inclusive campus community.

Background Check: Criminal and Education

Recruiting Start Date:

Job Posting Title:
Student Financial Services Counselor

Financial Services

Grade 7

Worker Type:

Worker Sub-Type:

Time Type:
Full time

Scheduled Weekly Hours:

Position Classification:
Hybrid Eligible

Submission Guidelines:
Please note that in order to be considered an applicant for any staff position at Brown University you must submit an application form for each position for which you believe you are qualified. Applications are not kept on file for future positions. Please include a cover letter and resume with each position application.

Vaccination Requirements:
In order to maintain 90% or greater universal vaccination rates on campus, all newly hired employees at Brown University must receive the final dose of the COVID-19 vaccine before they begin work, unless they are approved for a medical or religious exemption. All employees must also receive a COVID-19 booster within thirty (30) days of becoming eligible. For more information, please visit the Healthy Brown site.

Still Have Questions?
If you have any questions you may contact

EEO Statement:
Brown University is an E-Verify Employer.

As an EEO/AA employer, Brown University provides equal opportunity and prohibits discrimination, harassment and retaliation based upon a person’s race, color, religion, sex, age, national or ethnic origin, disability, veteran status, sexual orientation, gender identity, gender expression, or any other characteristic protected under applicable law, in the administration of its policies, programs, and activities.

Apply Now: