Position Description:

The Student Accounts Manager performs a vital role in assisting and educating students, parents, faculty and staff to navigate administrative processes related to financial aid, billing, and registration. The Accounts Manager will provide exemplary customer service and support through a variety of service channels including walk-in, phone, email, chat and virtual meetings. They will be available to teach students how to access and use technology for self-service and will provide basic advising and information on college programs, requirements, academic policies and procedures. They will work with students, parents, faculty, and staff to solve problems related to systems, policies and/or procedures, and assist with institutional logistics that overlap a variety of dynamic and interconnected administrative areas.

This position supports cooperative cross-functional, cross-campus communications and dialogue by maintaining a close working relationship with all campus offices. This position will include some remote or in person evening and weekend shifts.

Duty and Responsibilities:

• Provide exemplary customer service to students, parents, faculty & staff regarding Merrimack College administrative policies and procedures related to financial aid, billing, and registration including but not limited to: health insurance waiver, information updates and changes, enrollment verifications, transcript requests, financial aid information, academic calendar, payment plans, account summary, grade information course registration, Direct Loan Entrance Counseling and/or Master Promissory Note. Assist these groups in accessing this information and related services using student systems and technology.

• Make appropriate referrals to students, parents, faculty and staff to college services in advising, career counseling, internship, student life, academic support, student ID’s, and housing, which support student experience and builds connections to the Campus.

• Educate students with regard to loan adjustments, excess funds, and direct deposit for student refunds to ensure students have timely and secure access to their money.

• Assist with FAFSA questions and corrections, FAFSA ID and password, IRS retrieval, verification, special circumstances appeal, and SAP appeal process to ensure students overcome technical or personal barriers, maintain eligibility, and access the financial resources needed to continue their education.

• Maintain compliance as necessary with FERPA and other federal and state regulations to ensure student data is secure.

• Actively contribute to the improvement of delivery of services, dissemination of information and student satisfaction to ensure a seamless student experience.

• Provide general information on financial aid eligibility and application requirements, gift aid and loan programs

• Serve students in the acceptance and processing of tuition payments or any tuition related questions throughout each semester in a courteous, professional manner.

• Other duties as required for Student Financial Services & Registrar departments to be successful.

Additional Considerations:

• Must be able to exercise good judgment, be responsive and courteous, and student service oriented at all times

• Demonstrated ability to handle confidential information appropriately

• Demonstrate ability to work in a fast-paced environment and prioritize accordingly.

• Ability to work both independently and in a team environment.

• Demonstrated ability to take initiative, to anticipate customer needs, solve problems proactively, and create positive student experiences

• Must demonstrate strong interpersonal skills, discretion and resourcefulness in order to interact effectively with students, family members, and the general public as well as with representatives from other departments or institutions

• Ability to analyze and interpret information and make independent decisions

• Experience with student relational database and CRM system helpful

• Must have technical competence and an ability to understand the "big picture" as well as the details of complicated systems and issues.

• Must be able to work flexible hours including occasional evenings and weekends as needed

Qualifications:

• Bachelor's degree required with 2-4 years professional higher education experience. However, will consider candidates with an Associate’s Degree with 3-5 years’ experience directly related to higher education.

• Preference is given to those with experience in at least one of the following three areas: Financial Aid, Registrar, or Bursar student billing.

Application Materials Should Include:

• Resume

• Cover letter stating motivation and interest in the position, citing experience relevant to the qualifications and including experience with, and commitment to, our Catholic Augustinian mission and our values.

This position is subject to the successful completion of a criminal background check.

Statement on Our Mission

Merrimack College is a Catholic Augustinian institution of higher education committed to building an accepting and respectful community. Our mission is to enlighten minds, engage hearts and empower lives and is inspired by our Catholic faith and the Augustinian tradition of seeking truth through inquiry and dialogue.

Merrimack College seeks candidates who understand, respect, and can contribute to Merrimack’s Catholic and Augustinian mission. All candidates should describe in their application how they will foster a culture that supports our mission.

About Merrimack College

The only Catholic, Augustinian institution of higher education in New England, Merrimack College is a private, independent, coeducational institution with more than 4,100 undergraduate, 2,500 graduate students and 50 doctoral students from 48 states and 63 countries. The College features more than 160 career-focused undergraduate, professional and graduate programs, all taught by exceptional faculty who are passionate about their subject and student success. The College has six schools: arts and sciences, engineering and computational sciences, nursing and health sciences, education and social policy, the Girard school of business and the graduate school of counseling and social work. The College’s suburban 220-acre campus is just north of Boston in North Andover, Massachusetts. Merrimack is a Master’s Colleges and Universities/Larger Programs (M1) institution in the Carnegie Classification of Institutions of Higher Education. Merrimack is one of the fastest growing educational institutions in the country and has steadily climbed up in the U.S. News & World Report’s ranking of Best Colleges, ranking 38th in the Regional Universities North category in 2026. Merrimack is a NCAA Division I athletic institution.

Merrimack College is an Equal Opportunity Employer.