Associate Financial Aid Advisor
Description
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.
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
Scheduling
Availability: Must be available to work 8am –
4:30pm during training (approx. 2 weeks) After training, must be available to
work a set 8.5 hour shift starting between 7am and 9:30am 4 days a week and
11:30am to 8pm one day a week.. *For those working the evening shift (11:30 am –
8:00 pm) parking is paid
Requirements
- 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.
- Some college experience required
- Bachelor’s degree preferred
- Must be 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