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Associate Financial Aid Advisor at Capella University

13 Feb 2018 8:18 AM | Soledad Kern

Associate Financial Aid Advisor

Capella University

Minneapolis, MN

Apply HERE


Capella University is seeking an Associate Financial Aid Advisor to provide financial aid support to our learners within the Office of Financial Aid. This position is the central point of contact for learners seeking financial aid eligibility, packaging, awarding, and disbursement information—along with financial aid customer service support while pursuing a degree at CU.  This position has a targeted start date of Monday, March 12th. 

Responsibilities

Learner Support-

  • Provide CU learners with a positive experience, personal attention, and guidance through the financial aid process
  • Respond to in-bound telephone requests from learners and internal enrollment and academic partners to provide advice and information regarding financial aid inquiries
  • Provide superior customer service and problem resolution to learners and internal partners by setting service expectations and self-service options
  • Effectively communicate with enrollment services personnel to ensure future learners have obtained appropriate documentation for financial aid packaging/tuition funding
  • Document all caller interactions and provide appropriate and timely financial aid responses

Emails and Outbound Support-

  • Provide appropriate and timely responses to learner emails; ensure emails are written in a professional manner representing Capella University 
  • Make outbound calls to follow up with learners as needed and complete outbound call campaigns that align with communication strategies
  • Proactively work on learners’ inquires to provide a high level of customer service

Training and Development-

  • Participate in mentor/team/department/company trainings and meeting to contribute to knowledge base
  • Review resources, updates, and communications to remain current in specific job duties
  • Develop a Subject Matter Expertise in area(s) of financial aid, billing, military, etc.

Process Improvement and Project Support -

  • Identify, communicate, and make recommendations for improvement to existing processes/procedures for the benefit of our learners
  • Seek out and/or identify projects. Work on projects with diligence and accuracy until completion 

Customer Relationship management and Ownership-

  • Take ownership of learner issues and work collaboratively with internal partners to bring resolution 
  • Supporting internal customer needs, respond to and communicate requests in a professional manner

*Other duties as assigned


Qualifications

Bachelor’s degree preferred. Some college experience required; or 1+ year(s) of transferable customer service experience (preferably phone-based), or 1-3 years of previous financial aid experience, or an equivalent combination of education and experience.

  • In good standing with the Department of Education on Student Loans
  • Ability to function efficiently and utilize good time management skills in a fast paced and demanding work environment
  • Demonstrated ability to maintain confidentiality
  • To be considered as an applicant and maintain employment in this role, you must not at the present time or in the past, have been in default on student loans

 

Additional Required Competencies/Skills Examples: 

  • Ability to handle complex customer resolution issues, while applying information, policies, and  an assessment of unique circumstances; and resolving issues with a reasonable level of autonomy
  • Knowledge of federal regulations with financial aid and knowledge of a variety of financial aid programs and ability to apply this information to problem-resolution
  • Displayed success in achieving and sustaining objectives and performance metrics
  • Ability to maintain a high degree of accuracy and attention to detail
  • Organizational skills—ability to prioritize, manage multiple demands and present information in a clear and concise manner
  • Strong technological skills and aptitude. Including the use and knowledge of Microsoft Office Suite, applied expertise accessing internet or systems-based information, PeopleSoft, CRM and other financial aid related software and internet applications
  • Understanding of federal regulations associated with financial aid and knowledge of a variety of financial aid programs and ability to apply this information to problem-resolution
  • Demonstrated ability to remain calm under pressure and maintain a professional demeanor at all times
  • Excellent listening, verbal, and written communication skills with ability to interact effectively with senior management, direct supervisors, and colleagues
  • Excellent relationship-building, customer service, and problem resolution skills

Scheduling:

  • Availability: Must be available to work 8am – 4:30pm during training (approx. 2 weeks) After training the Financial Aid Office is open from 7am-8pm, and must be available to work an 8.5 hour shift between the hours of 7am-8pm. *For those working the evening shift (11:30 am – 8:00 pm) parking is paid


Apply HERE

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