Student Services Specialist

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.

Student Financial Services

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/

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).

The University of Pittsburgh is an equal opportunity employer / disability / veteran.

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