Job: Financial Aid Manager, Student Experience

Financial Aid Manager, Student Experience
Kaplan Division: Kaplan University
City: Fort Lauderdale
State/Province: Florida Position Type Full Time
Job Level: Management

Job Description
Purpose of the Job/Principal Responsibilities:
The Financial Aid Manager of Student Experience will oversee the FA Ombudsman team. The incumbent will be responsible for overseeing the overall customer experience of Kaplan University's Financial Aid student body from the point of enrollment. The FA Manager will perform duties which enable him/her to successfully capture and understand customer needs, and effectively resolve issues both tactically and strategically.

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
*Collecting and cataloging customer feedback
*Analyzing customer feedback
*Prioritizing workflow based on situational urgency and importance
*Reporting and presenting to subordinates, peers, and senior level management on student experience results and process issues/solutions
*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
*Compiling monthly trend reports for management follow up and training purposes.
*Reporting all compliance/QA issues within 1 hour timeframe
*Maintain communication with supporting management in other departments
*Attend required training sessions

A likely activities breakdown of Duties:
*Manage FA Ombudsman 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.
*Prior management experience preferred
*Capable of accomplishing multiple tasks within specific periods of time

Position Requirements /Scope of the Job/ Skills Required:
*Meticulous attention to detail required
*Must be able to work some evening and weekend shifts
*Ability to answer complicated financial aid questions accurately
*Must have outstanding communication skills and teaching presence
*Must have outstanding attention to detail and ability to learn complex, detailed processes
*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 Student Experience will be evaluated based on (a) ability of Ombudsman staff to sustain SLA, accuracy and productivity goals associated with managing student complaints (b) ability to improve customer service performance and student retention rates of Financial Aid department; (c) ability to work effectively on a team, both within and across Kaplan University departments; and (d) attitude and enthusiasm.