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Financial Aid Contact Center Supervisor

Employer
Strayer University
Location
Minneapolis, MN

View more

Administrative Jobs
Institutional & Business Affairs, Financial Aid
Employment Type
Full Time
Institution Type
For-Profit

Job location: Minneapolis, MN


Employment Type: Full-time
Posted data: 2019-07-02
Req: R07940
Capella University is looking for someone who can lead a team that embraces the challenges created by innovation which drives learner achievement. This requires a thoughtful leader who is able to develop others to provide proactive financial aid counseling and enable our learners to make good decisions about financing their education.

Responsible for leading a team of 12-18 Financial Aid staff (Advisors and Counselors) providing day-to-day oversight of the financial aid contact center (FACC) operations and people leadership. This visible leadership role is accountable for learner facing financial aid calls and working closely with peers to ensure a positive learner experience while maintaining service level, quality and productivity metrics. The supervisor will be responsible for hiring, training, direct supervision, performance management and ongoing coaching of team members.

This role also requires identifying process improvements, proposing solutions, identifying learner impacts/outcomes and implementing changes within the FACC. Outside of the FACC this role may support larger University initiatives or IT projects as Subject Matter Expert and/or Business Owner representing Financial Aid.

Candidates must not currently be in default on a federal student loan.

Essential Duties & Responsibilities:

People management:

  • Direct supervision of  12-18 team members involving daily interaction with all team members
  • Recruits, orients, trains, develop and monitors performance of staff to ensure timely and accurate Financial Aid (FA) information is provided to learners.
  • Coaching, training and development of new employees along with motivating team members to build long term relationships within the team and with their internal and external customers
  • Lead in the creation and delivery of performance reviews.
  • Conduct regular team meetings; communicate policies and procedural changes to the team members.
  • Foster team cohesiveness. Recommend departmental improvements and efficiencies. Work towards consistent processes among all team members.
  • Serves as liaison with other departments or teams in the resolution of day-to-day administrative and operational issues.

Workflow management and accountability:

  • Leads team workflows with calls, cases, and emails and collaborates with Planning & Reporting Team to prioritize work.
  • Accountability for FACC metrics and reports.
  • Reviews calls to ensure that Financial Aid regulations are maintained in addition to high quality customer service is provided. 
  • Utilize metrics to evaluate the performance FACC functions and to effectively implement continuous improvement, streamline processes, and optimize job functions.

Leadership:

  • Strives to exceed team and personal goals.
  • Trusted and credible; builds trust with others through words and actions and works diligently at maintaining personal credibility.
  • Provide leadership and change management to ensure a superior learner experience. Make the learner the center of decision making for the team.
  • Assist team members with resolution of learner issues; serve as a resource person to team members and peers. Provide a communication channel for the team and internal customers.
  • Foster excellent customer service internally and externally.
  • Develop strong relationships across the organization to provide a seamless learner experience and support initiatives that impact financial aid

Job Skills:

Competencies/Skills:

  • Process Management Skills – Good at figuring out the processes necessary to get things done, knows what to measure and how to measure it and can simplify complex processes.
  • Process Improvement Skills - Identify opportunities for process improvements; build and implement work efficiencies to ensure service level agreements are met.
  • Management Skills – Demonstrated ability to supervise and motivate employees including activities such as interviewing, hiring, training, coaching and developing staff.
  • Organizational Skills – Self-motivated and detail-oriented.  Excellent ability to organize information and use available tools to effectively contribute to organizational process improvement initiatives. Ability to work well in a fast paced environment. 
  • Decision Making Skills - Ability to make administrative/procedural decisions and judgments, often with minimal information available.
  • Communication Skills – Demonstrated excellent customer management skills.  Ability to express oneself effectively within groups and in one-to-one conversations. Creates an atmosphere in which timely and high quality communication flows smoothly between self and others. 

Work Experience:

  • 1-3 years of supervisory/management experience in service operations or contact center; preferably in an education environment
  • Minimum 4 years customer service experience required

Additional Qualifications:

  • Ability to professionally satisfy escalated customer issues/concerns
  • Strong PC skills and familiarity with internet applications
  • Experience with MS Office (Word, Excel, Outlook, PowerPoint)
  • Ability to maintain a flexible work schedule
  • Understanding/experience in financial aid desired
  • Strong initiative to professionally coach, train, and follow up to ensure learner centric service
  • Excellent organizational and time management skills, communication skills, both written and verbal and solid decision making ability

Education:

  • From an accredited institution; Bachelor’s degree preferred; or equivalent work experience

Certificates, licenses and registrations:

  •  N/A

Other:

  • Must be able to travel 0-10% of time.
  • Must be able to lift  10-20lbs.
  • Typical office setting.
  • Mobility within the office including movement from floor to floor.
  • Travel via plane, car, and metro may be required to perform this job.
  • Must be able to work more than 40 hours per week when business needs warrant
  • Access information using a computer.
  • Effectively communicate, both up and down the management chain.
  • Effectively cope with stressful situations
  • Strong mental acuity
  • Regular, dependable attendance and punctuality are essential functions of this job. 
  • Other essential functions and marginal job functions are subject to modification.

If you require a reasonable accommodation to complete our application process, please contact our Human Resources Department at humanresources@capella.edu

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