Job: Financial Aid Manager - FAS

Financial Aid Manager - FAS
Kaplan Division: Kaplan University
City: Orlando
State/Province: Florida Position Type Full Time
Job Level: Management

Job Description
Purpose of the Job:

The Financial Aid Manager is responsible for the day-to-day supervision of financial aid staff and directly accountable for their team's productivity, accuracy, quality, and student service.

Primary/Key Responsibilities:

*Provide team with the expertise and knowledge to complete assigned tasks and meet daily goals.
*Coach and motivate financial aid staff to improve and maximize KPI's.
*Communicates, interprets and ensures compliance Financial Aid policies, procedures and goals.
*Conducts monthly file and listening audits focusing on accuracy and student service.
*Ensures timely follow up on all student and internal customer correspondence or requests for contact.
*Handle student escalation.
*Responsible for writing and administering their assigned team's corrective action.
*Will write and conduct assigned team's performance evaluations.
*May assist with assigned team's interviewing and employment decisions.
*Identify opportunities to increase operational efficiencies.
*Perform financial aid staff duties as necessary to accomplish Department Goals.
*Act in compliance with Federal and Institutional regulations.
*Conduct self accordingly to Kaplan's expectations. This includes schedule adherence, attending required training classes, and adherence to all SOP's.
*Assist with other tasks and projects as assigned.

A likely activities breakdown of Duties:
*Manage financial aid staff (includes coaching, administrative responsibilities, quality reviews) (55%)
*Analyzing and disseminating team metrics (20%)
*Performing financial aid staff job duties (15%)
*Attend required training sessions / huddles (10%)
*Other related duties as assigned (5%)

Experience Required:

*Bachelor Degree required.
*Two to four years experience and/or training.
*Financial Aid Officer experience: Kaplan or another institution
*Previous management experience.
*Call center management experience preferred.
*Extensive working knowledge of PC and the Microsoft Windows and Outlook.
*Superior knowledge of Microsoft Office programs (Word, Excel and PowerPoint).

Position Requirements /Scope of the Job/ Skills Required:
*Skilled communicator, both via phone and in writing (e-mail)
*Possessing excellent analytical skills.
*Ability to accurately answer complicated student financial aid questions.
*Ability to answer complicated financial aid questions accurately.
*Adaptable to change.
*Sales and service oriented.
*Ability to follow processes, work effectively on a team, and maintain a positive attitude.
*Ability to Multi-Task.
*Demonstrated leadership skills.
*Ability to coach/train in a positive results-oriented manner.
*Desire and ability to learn additional facets of the financial aid process.
*Ability to complete tasks with minimal supervision.
*Must be a team player who is self-motivated, has a sense of urgency, look for process improvements and has excellent organizational skills.
*Flexible with any schedule between Sunday-Saturday, from 9:00 a.m. -12:00 a.m. Eastern.
*FA Managers must be flexible to work additional hours during evening and weekend shifts, as business needs dictate.