Sr. Registration and Financial Analyst-Student Service Center-Hybrid Schedule

$80,000 - $85,000/Yr

Columbia University - New York, NY

Full-time - Mid Level

New York, NY

Educational Services

About the position

The Senior Registration and Financial Analyst at the Student Service Center plays a crucial role in managing cross-functional services related to registration, billing, and student account payments for all University constituents, including students, parents, staff, faculty, and community members. Reporting directly to the Director of the Student Service Center and collaborating closely with the Manager, the Senior Analyst is responsible for delivering high-touch customer service and resolving complex client issues. This position requires a deep understanding of various University systems and tools, including SSOL, Nelnet Solutions, Parchment, Paradigm, Powerfaids, OnBase, Lenel, and a customer relationship management system. The Senior Analyst will oversee the investigation and resolution of complicated issues that have not been resolved by the University's third-party vendor, ensuring that internal controls are enforced and professional judgment is applied in decision-making processes. In addition to managing escalated issues, the Senior Analyst will evaluate and determine the removal and application of holds and waivers on student accounts, in accordance with University policy. Building strategic relationships with academic advisors and other University colleagues is essential to identify areas where the Student Service Center can provide additional support. The Senior Analyst will also represent the Office of the University Registrar at various presentations and conferences, showcasing the vision, mission, and technologies of the Student Service Center. This role involves developing presentations for University events, providing updates and reports to leadership on incident volume and resolution, and contributing to the ongoing learning and development of the Student Service Center by updating knowledge base materials. The Senior Analyst will assist management in identifying opportunities for process improvement and automation, manage FERPA requests, and perform special projects as assigned. This position requires a Bachelor's degree and a minimum of four years of related experience, with a strong preference for candidates with higher education experience or experience in a Registrar, Bursar, Financial Advising, or Financial Aid Office. The successful candidate will possess solid analytical skills, financial acumen, and the ability to manage multiple assignments in a high-pressure environment while providing exceptional customer service.

Responsibilities

• Oversees full ownership, investigation and resolution of various complicated, escalated issues not resolved by the University's third party vendor.
• Independently evaluates and determines the removal and application of appropriate holds and waivers of any associated student account related fees.
• Builds and develops strategic working relationships with schools, academic advisors, and other University colleagues.
• Represents the Office of the University Registrar at presentations and conferences.
• Develops presentations for University events representing the Office of the University Registrar.
• Provides updates, statistics and reports to leadership on incident volume and resolution.
• Responsible for the ongoing learning and development of the SSC by updating and expanding the knowledge base material.
• Assists management in identifying opportunities to streamline and improve processes.
• Independently manages the facilitation of FERPA requests to inspect and review educational records.
• Performs special projects and other related job duties as assigned.

Requirements

• Bachelor's degree required.
• Minimum of four years related experience required.
• Solid analytical background and comfort with using data and information to create specific analysis to identify trends and resolve complex customer issues.
• Strong financial acumen and detail-oriented with strong organizational and problem-solving skills.
• Experience responding to high volume, complex customer inquiries/requests.
• Experience with customer service software and customer relationship management/call center experience preferred.
• Experience with production enterprise applications and reporting and data analysis tools such as Nelnet and OnBase is desired.
• Proficiency in Microsoft Office (Word, Excel, PowerPoint) and working knowledge of database reporting tools including SQL and Access preferred.
• Excellent interpersonal, oral and written communication skills, including outstanding listening skills required.
• Ability to work effectively with minimal supervision and ensure regulatory/policy compliance.
• Excellent customer service skills and ability to work in a high-pressure, fast-paced environment.
• Strong time management skills to effectively manage time and priorities for complex issues.

Nice-to-haves

• Higher education experience preferred.
• Experience within a Registrar, Bursar, Financial Advising or Financial Aid Office preferred.