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 Columbia University plays a crucial role in the Student Service Center, reporting directly to the Director and collaborating closely with the Manager. This position is responsible for managing cross-functional services related to registration, billing, and student account payments, catering to a diverse range of University constituents including students, parents, staff, faculty, and community members. The Senior Analyst is expected to deliver high-quality customer service and effectively resolve complex client issues, ensuring confidentiality and demonstrating empathy throughout the process. Key responsibilities include overseeing the investigation and resolution of complicated issues that have not been resolved by third-party vendors, utilizing various University systems such as SSOL, Nelnet Solutions, Parchment, and others. The analyst will independently evaluate and determine the application of holds and waivers on student accounts, fostering strategic relationships with academic advisors and other University colleagues to enhance support for the user community. Additionally, the Senior Analyst will represent the Office of the University Registrar at various presentations and events, develop engaging content for orientations and social media, and provide leadership with updates and reports on incident resolution. The role also involves ongoing learning and development within the Student Service Center, identifying opportunities for process improvements, and managing FERPA requests. The Senior Analyst will be expected to perform special projects and other related duties as assigned, contributing to the overall effectiveness and efficiency of the Student Service Center.

Responsibilities

• Oversees full ownership, investigation and resolution of various complicated, escalated issues not resolved by the University’s third party vendor using various University systems and tools.
• 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, plus a 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 effectively.
• Strong financial acumen, highly detail oriented, with strong organizational and problem solving skills.
• Experience responding to high volume, complex customer inquiries/requests and working with customer service software preferred.
• Experience with production enterprise applications and reporting and data analysis tools such as those used in the Office of the University Registrar and Student Financial Services (SFS) office including Nelnet and OnBase is desired.
• Proficiency in Microsoft Office (Word, Excel, PowerPoint), along with a 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, ensuring regulatory/policy compliance and operational effectiveness.
• Excellent customer service skills and a demonstrated ability to work in a high pressured, fast paced environment required.
• Strong time management skills required to effectively manage time and priorities for complex issues.

Nice-to-haves

• Higher education experience, experience within a Registrar, Bursar, Financial Advising or Financial Aid Office, or experience in other large, complex organizations preferred.
• Customer relationship management/call center experience strongly preferred.