Mgr, Financial Awareness

The Financial Awareness Manager is responsible for the overall processes, training, evaluation, and support for financial awareness services provided for the Adtalem Global Education (ATGE) institutions. The primary function of the position is day-to-day oversight of default management/financial awareness activities and maintaining default rates within the standards established by senior leadership while ensuring compliance and policy adherence to relevant practices. Communicate and report on activities, statuses and other matters to academic partners and senior leadership. In addition, they will evaluate and ensure consistent implementation of approved default aversion strategies; which may include working with loan servicers, guarantors, and other auxiliary service providers to cure delinquent accounts and promote default management awareness. The Manager, manages day to day operations and handling of all student issues, as well as assessing and measuring the effectiveness of services provided. This position may also assist, design and implement programs that foster student success and customer service as well as contribute to the accomplishment of the operational objectives for the academic partners and organization. Works in a contact center environment that supports students regardless of service modality. Reports directly to the Director, Student Finance. This leader is charged with being a role model for the organization TEACH values and fosters a culture of CARE consistent with organization's mission, vision, and purpose.

    Implement and manage the financial awareness program strategies to maintain the cohort default rates within established parameters. Implement the needed strategies to support and foster student financial awareness. Assist in the ongoing evaluation and revision of default management policy and procedures. Directs and manages the Financial Awareness team and provides leadership in order to continually improve academic partner services. Provides leadership to promote and maintain integrity, accuracy and timeliness in the delivery of service and advisement to students, ultimately ensuring a positive student experience. Ensures that the department is appropriately staffed which includes interviewing candidates, making hiring/promotion decisions, setting appropriate expectations, managing performance, and ensuring all colleagues understand their role and responsibilities. Evaluates and reviews current operational services and customer service practices and processes and advises management on recommendations for improvement. Provides management with tracking, reporting, and assessment of outcomes. Develops, implements, and monitors schedules that provide effective coverage to ensure quality. May prepare department staffing and budget plans and maintain adequate staffing while remaining within service level. Demonstrates and communicates current, detailed and accurate knowledge of University policies, Federal regulations, and governing body polices. Communicates the policies and procedures in a manner that displays deep understanding of the rationale and the value of the policy or procedure to the student. Ensures that staff has the needed tools and resources to assist students with making informed financial awareness decisions by providing accurate and helpful counsel. Identify and shares best practices with the department members to ensure that all staff members continuously provide and improve the student experience. May assist with designing and presenting any special reports/projects Collaborates across department/functional areas to align processes as appropriate and share best practices. Completes other duties as assigned.


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Below are the minimum requirements of the education, experience, knowledge, and skills required to competently perform in this position.

    Bachelor's Degree required, Master's preferred. Minimum 4-7 years of combined professional experience required. Previous knowledge in default management and Cohort Default Rates, preferred. Call center leadership experience, preferred. Prior people management experience required. Must have knowledge of federal and state financial aid rules and regulations. PC skills in Microsoft Office products and financial aid software Experience working in a service oriented industry and environment. Understand and support internal and external customer needs. Exceptional leadership, critical thinking, organization and interpersonal communication skills. Ability to interact with all levels of the organization and work in a fast paced environment. Ability to work independently and make sound decisions without supervision or direction. Experience in budget preparation, financial modeling and accounting management preferred. Proven ability to set deadlines and ensure projects are complete. Strong presentation skills and prior experience speaking in front of senior leadership. Must not have any student loans in default.

We are proud to be an EEO employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing. Thank you for applying for this outstanding opportunity today

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