Associate Financial Aid Advisor

Capella University

1d • $18 - $27

About The Position

The Associate Financial Aid Advisor role is responsible for providing best-in-class financing and financial aid support to Capella’s learners before, during, and after their program enrollment. This position will provide personalized interactions through different communication channels (phone, email, chat, text), and will coach learners through key decisions and solutions regarding funding their programs. Essential Duties & Responsibilities: Learner support, guidance, and empathy: provide learners with a positive experience and personal attention in inbound and outbound interactions. Team support and growth mindset: engage in larger team dialogue and brainstorming to improve team performance in a meaningful way, drive process improvements, and ability to provide learners highest quality experience. Participate in initial training, ongoing team training, and focus groups to provide feedback on improvements. Engage in the coaching process for improvement. Problem solving and solutions focus: Proactively assess learner needs to assist them in making fully informed decisions about their financing plans. Financing knowledge and expertise: assist learners in understanding and utilizing their financing plan to enable the most direct path to program completion. Provide financial literacy including but not limited to responsible borrowing, repayment, federal loan process, tuition reimbursement, and payment plan options. System knowledge and navigation: leverage tools, systems, and software applications to optimize learner engagement. Change management and continuous improvement: comfort level trying new concepts and learning new processes and systems to improve the learner and team experience.

Requirements

• Ability to provide and influence positive learner experience.
• Ability to think critically to build plans of action and personalized solutions for learners.
• Ability to learn and continuously build upon knowledge of financial aid and financing details and a broader understanding of the learner's journey.
• Ability to form positive working relationships, communicate effectively, and foster team interactions.
• Fundamental understanding of FAST goals and university goals to support learners and meet support demand.
• Ability to drive results in a team environment.
• Create and foster a Diverse, Equitable, and Inclusive culture.
• Ability to demonstrate ethical judgment and adherence to financing/financial aid compliance needs in response to complex learner situations.
• Ability to uphold team brand and collaborate effectively across other departments at the university.
• Ability to manage sensitive and confidential information.
• Demonstrate comfort with federal regulations and policies.
• Ability to prioritize and work through multiple learner situations at any time.
• Ability to effectively communicate through a variety of channels.
• Proficiency in Microsoft Office Suite.
• Excellent written and verbal communication.
• Effective time management skills, dependable and reliable.
• 1+ year in financial aid contact role or customer experience support/advisor.

Nice To Haves

• Bachelor’s degree preferred.

Responsibilities

• Learner support, guidance, and empathy: provide learners with a positive experience and personal attention in inbound and outbound interactions.
• Team support and growth mindset: engage in larger team dialogue and brainstorming to improve team performance in a meaningful way, drive process improvements, and ability to provide learners highest quality experience.
• Participate in initial training, ongoing team training, and focus groups to provide feedback on improvements.
• Engage in the coaching process for improvement.
• Problem solving and solutions focus: Proactively assess learner needs to assist them in making fully informed decisions about their financing plans.
• Financing knowledge and expertise: assist learners in understanding and utilizing their financing plan to enable the most direct path to program completion.
• Provide financial literacy including but not limited to responsible borrowing, repayment, federal loan process, tuition reimbursement, and payment plan options.
• System knowledge and navigation: leverage tools, systems, and software applications to optimize learner engagement.
• Change management and continuous improvement: comfort level trying new concepts and learning new processes and systems to improve the learner and team experience.

Benefits

• SEI offers a comprehensive package of benefits to employees scheduled 30 hours or more per week. In addition to medical, dental, vision, life and disability plans, SEI employees may take advantage of well-being incentives, parental leave, paid time off, certain paid holidays, tax saving accounts (FSA, HSA), 401(k) retirement benefit, Employee Stock Purchase Plan, tuition assistance as well as entertainment and retail discounts.
• Non-exempt employees are eligible for overtime pay, if applicable.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 5,001-10,000 employees