Job: Financial Aid Manager, Quality Assurance

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

Job Description
Purpose of the Job/Principal Responsibilities:
The Financial Aid Manager of Quality Assurance is responsible for overseeing the quality assurance analysts who conduct file and call audits, managing the Financial Aid staff; evaluating their accuracy and productivity.

Typical activities for a FA Manager include:
*Provide team with the expertise and knowledge to complete assigned tasks and meet daily goals.
*Motivate and support team members
*Handle difficult student situations that have been escalated
*Interface with management and provide the feedback necessary to improve process flow
*Use metrics to track, analyze and improve team member production
*Reporting on all monitoring activities using detailed reports. Compiling monthly trend reports for management follow up and training purposes.
*Reporting to the Director of FA any and all compliance/QA issues within 1 hour timeframe
*Maintain communication with supporting management in other departments
*Attend required training sessions
*Perform file audits and call reviews as required as necessary to accomplish department goals.

A likely activities breakdown of Duties:
*Manage Quality Assurance Monitors on team 40%
*Produce and analyze team metrics 25%
*Working with management and staff to reduce errors 25%
*Other Duties 10%

Note: Duties can change as business needs require

Experience Required:

*Three years experience as a Financial Aid Officer at another institution or extensive, successful experience in a full time role in the Kaplan College Financial Aid Department.
*Bachelor's degree from an accredited school required. Note: Internal candidates must either (1) possess an associate's degree from an accredited school and (2) be currently enrolled in an accredited bachelor's degree program, or be currently enrolled in an accredited bachelor's degree program.

Position Requirements /Scope of the Job/ Skills Required:
*Must be able to work a minimum of two evenings/week and weekend shifts.
*Must have outstanding attention to detail and ability to learn complex, detailed processes
*Must have outstanding communication skills and teaching presence
*Must be able to learn new computer systems quickly and easily
*Ability to inspire and motivate teams
Measurement of Success:
The Financial Aid Manager for Quality Assurance will be evaluated based on (a) ability to meet accuracy and productivity goals (b) ability to improve customer service performance of Financial Aid department; (c) ability to work effectively on a team, both within and across Kaplan University departments; and (d) attitude and enthusiasm.