FAFSA Update: The 2024-2025 FAFSA is available to complete online. Due to Federal delays in releasing FAFSA information, Northeastern will require additional time to process your offer of financial assistance. Please visit our FAFSA Updates Page for more information and timely announcements.

Due to start of term activity, SFS is experiencing increased volume. Response times may be delayed. Our team is working diligently to respond to customers as quickly as possible. For answers to frequently asked questions, please visit the SFS Service Portal.

 

Customer Service Experience Update

Student Financial Services will be providing an enhanced customer service process to better serve students, families, and our broader university community. Through this process, you will receive timely updates about inquiries you have made to our office and will have access to additional resources within SFS.

Beginning December 16, students, families, and campus partners who engage with our office via email or phone can expect the following through this new customer service experience:

  • Enhanced Email Communications: when you call or email Student Financial Services, your inquiry will result in a case number being assigned. This unique identifier will be sent to you via email from [email protected] and may be used to record and track the progress of your inquiry, should follow-up be necessary. You may also use this case number to add information as it relates to your case and receive updates from the Student Financial Services team. Please note that as we implement this process, it is a phased approach across SFS email addresses and phone lines.
  • Expanded Self-service Tools: students, families, and campus partners will also have access to the SFS Self-service Portal. Available 24/7, this portal allows you to search various articles, resources, and FAQs related to Student Financial Services.

For additional information about the enhanced customer service experience you can expect, please review the Frequently Asked Questions below.

Frequently Asked Questions

SFS has implemented a new case management system to better serve students, families, and our broader university community. Effective December 16, any email sent to SFS will create a case in the system. Following the creation of the case, you will receive an email confirmation with your unique case number, which you may use to track any development related to your inquiry or update SFS staff with more information. Please only respond to this email confirmation should you have updates regarding your inquiry that you wish to share with SFS. Additionally, please note that as we implement this new process, it will be a phased approach across SFS email addresses and phone lines.

If you have an update that you wish to share with our office regarding an existing case, please respond directly to the email that you received from [email protected] containing the case number. Please do not open another case. Your updates will automatically be added to your open case and will be available for the SFS staff member to view.

Any development on your case will result in an email notification from [email protected] to your email address. Please keep an eye on your email for any communications from this email address. If you have further questions after receiving a response, please respond directly to the email you received from [email protected] to avoid opening a new case.  

If the email you received did not fully answer your question, or you have follow-up questions, please respond directly to the email you received from [email protected]. If a resolution was proposed in the response, please follow any instructions in the email to re-open your case.

If you have questions for Student Financial Services and would like to create a case with an SFS staff member, please call or email SFS. To expedite service, please refrain from emailing a financial aid counselor directly. Email addresses are available on our website.

If you no longer need assistance with an open case, please respond to the email you received containing your case number letting the staff know you no longer need assistance. We will close your case for you, and you will receive an email confirmation when your case has been closed.