Manager, Financial Aid Advising (Hybrid/On Site)

Description

Manager, Financial Aid Advising
American Public University System

The Manager of Financial Aid Advising is responsible for managing performance, coaching, and motivating Financial Aid Advisors and Senior Financial Aid Advisors, as well as providing financial aid support and process updates to internal and external customers.   In addition, the Manager of Financial Aid Advising develops relationships with other department team members and University Staff to provide/receive input, and solve problems.

This position requires engagement in student recruitment, admissions and/or financial aid activities, and therefore, is ineligible to receive certain types of incentive compensation.

Responsibilities Functions:

• Leads and supervises a team of advisors by creating a culture that aligns with the company mission and vision
• Provides regular and personalized feedback on employee performance based on quality standards and productivity metrics
• Collaborates with co-managers and other departments to ensure all workflow meets or exceeds promised Service Level Agreements (SLAs) including phone calls, emails, voicemails and miscellaneous projects as assigned
• Provides support, training and professional development to all team members
• Seeks out opportunities to enhance the student experience and promote high-quality service
• Provides accurate and timely follow-through on all tasks and commitments
• Leads weekly meetings with team members to discuss current department initiatives and improve daily operations
• Handles and mediates escalated student complaints and acts as a liaison for other departments to resolve financial aid issues
• Works with colleagues to accomplish department and university goals
• Provides feedback and finds innovative ways to continuously improve processes, reporting functions and product delivery
• Assists senior management with recruiting, interviewing and hiring process
• Adheres to laws, regulation, policies and procedures, and compliance requirements
• Performs other duties as assigned including special projects and core responsibilities

Work Environment and Physical Demands:

• Standard office environment in Charles Town, WV
• Ability to work rotating schedule including nights, weekends and holidays
• Capability to work remotely as assigned

Required Skills:

• Experience educating and counseling customers on a variety of products, services, and regulations
• Outstanding verbal and written communication skills
• Excellent human relations and ability to handle difficult situations
• Aptitude to think critically and resolve problems
• Demonstrates a positive work ethic and passion for continuous growth
• Ability to adapt and solve problems in an ever-changing environment
• Fosters an optimistic and professional work environment for employees
• Advanced skills with Microsoft Office Suite

 Required Education and Experience:

• Bachelor’s degree required
• Minimum of 2 years work experience in a call center / financial aid environment required
• Supervisory experience in team and one-on-one environments

About Us:

American Public University System (APUS) is an Online University based in Charles Town, WV.  Our company has over 100,000 students.  Our emphasis is educating our nation’s military and public services communities with quality and affordable education.  APUS provides partnership and commitment in helping students realize the dream of a higher education and the opportunities that brings.  

It is the policy of American Public University System (APUS) and American Public Education, Inc. (APEI) to afford equal opportunity to all qualified persons.  We treat all qualified individuals equally as to their recruitment, hiring, assignments, advancements, compensation, and all other terms and conditions of employment.  of American Public University System (APUS) does not discriminate on the basis of race, color, religion, creed, sex, age, national origin, sexual orientation, or physical, mental, or sensory disability, or any other characteristic protected by law.