The Financial Aid Support Manager, under the general direction of the Director of Financial Aid Support, leads a financial aid liaison team that provides advice and counsel, either by telephone or through written or electronic correspondence to prospective and current university students.
Lead the training and management of a team of 7 or more Financial Aid Liaisons that assist students with their financial aid. Brings best practices in providing an outstanding experience to students by coaching for excellent service.
Stays current regarding policies, procedures and requirements for financial aid programs and University processes
Obtains required documentation, verifies files, and determines eligibility. Counsels students and parents about various aspects about financial aid including FASFA applications, meeting financial aid deadlines, and eligibility requirements
Uses issue resolution, critical thinking, problem solving, and superior communication skills to achieve high quality outcomes via telephone and email correspondence that can effectively gain student comprehension of university policy and issue resolution decisions.
Provides clear processes to ensure employees have a solid understanding of their roles and responsibilities. Develop and manage the Financial Aid Liaisons to create a supportive, open environment for employee development.
Works closely with all levels of management and peers; provides support and feedback in regards to multiple events that lead to poor student satisfaction and communicates solutions and devise standards of procedure to eliminate issue recurrence.
Create and sustain a culture that consistently supports our institutional core values
One or more years of progressive experience in high-volume financial aid student contact center within a higher education setting.
Experience in managing a team of 7 or more employees
Superior oral and written communication skills.
Ability to engage with a variety of constituents (current students, alumni, faculty, etc.) from many different cultural backgrounds.
Superior organizational skills; ability to execute multiple objectives concurrently.
Ability and willingness to work occasional evenings and weekends.
Proficiency with MS office and managing student databases required.
Bachelor’s degree from a regionally accredited institution required.
Bachelor’s degree from a regionally accredited college or university
Minimum 1 years of higher education financial aid experience
Master’s Degree in a related field
Experience with Datatel Colleague.
Experience with Borrower-Based Academic Year, (BBAY)