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Associate Financial Aid Advisor

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Description

 

Capella University is seeking an Associate Financial Aid Advisor to provide financial aid support to our learners within the Office of Financial Aid. This position is the central point of contact for learners seeking financial aid eligibility, packaging, awarding, and disbursement information—along with financial aid customer service support while pursuing a degree at CU. 

 

 

Responsibilities

Learner Support
  • Provide CU learners with a positive experience, personal attention, and guidance through the financial aid process
  • Respond to in-bound telephone requests from learners and internal enrollment and academic partners to provide advice and information regarding financial aid inquiries
  • Provide superior customer service and problem resolution to learners and internal partners by setting service expectations and self-service options
  • Effectively communicate with enrollment services personnel to ensure future learners have obtained appropriate documentation for financial aid packaging/tuition funding
  • Document all caller interactions and provide appropriate and timely financial aid responses
Emails and Outbound Support
  • Provide appropriate and timely responses to learner emails; ensure emails are written in a professional manner representing Capella University 
  • Make outbound calls to follow up with learners as needed and complete outbound call campaigns that align with communication strategies
  • Proactively work on learners’ inquires to provide a high level of customer service
Training and Development
  • Participate in mentor/team/department/company trainings and meeting to contribute to knowledge base
  • Review resources, updates, and communications to remain current in specific job duties
  • Develop a Subject Matter Expertise in area(s) of financial aid, billing, military, etc.
Process Improvement and Project Support 
  • Identify, communicate, and make recommendations for improvement to existing processes/procedures for the benefit of our learners
  • Seek out and/or identify projects. Work on projects with diligence and accuracy until completion 
Customer Relationship management and Ownership
  • Take ownership of learner issues and work collaboratively with internal partners to bring resolution 
  • Supporting internal customer needs, respond to and communicate requests in a professional manner
Scheduling
Availability: Must be available to work 8am – 4:30pm during training (approx. 2 weeks) After training, must be available to work a set 8.5 hour shift starting between 7am and 9:30am 4 days a week and 11:30am to 8pm one day a week.. *For those working the evening shift (11:30 am – 8:00 pm) parking is paid



Requirements

  • 1+ year(s) of transferable customer service experience (preferably phone-based), or 1-3 years of previous financial aid experience, or an equivalent combination of education and experience.
  • Some college experience required 
  • Bachelor’s degree preferred
  • Must be in good standing with the Department of Education on Student Loans
  • Ability to function efficiently and utilize good time management skills in a fast paced and demanding work environment
  • Demonstrated ability to maintain confidentiality
  • To be considered as an applicant and maintain employment in this role, you must not at the present time or in the past, have been in default on student loans
 
Additional Required Competencies/Skills Examples: 
  • Ability to handle complex customer resolution issues, while applying information, policies, and  an assessment of unique circumstances; and resolving issues with a reasonable level of autonomy
  • Knowledge of federal regulations with financial aid and knowledge of a variety of financial aid programs and ability to apply this information to problem-resolution
  • Displayed success in achieving and sustaining objectives and performance metrics
  • Ability to maintain a high degree of accuracy and attention to detail
  • Organizational skills—ability to prioritize, manage multiple demands and present information in a clear and concise manner
  • Strong technological skills and aptitude. Including the use and knowledge of Microsoft Office Suite, applied expertise accessing internet or systems-based information, PeopleSoft, CRM and other financial aid related software and internet applications
  • Understanding of federal regulations associated with financial aid and knowledge of a variety of financial aid programs and ability to apply this information to problem-resolution
  • Demonstrated ability to remain calm under pressure and maintain a professional demeanor at all times
  • Excellent listening, verbal, and written communication skills with ability to interact effectively with senior management, direct supervisors, and colleagues
  • Excellent relationship-building, customer service, and problem resolution skills

 

Location

Capella University
Capella Tower
225 S. 6th St., 9th Floor
Minneapolis, MN 55402


This is an on-site position located at Capella’s downtown Minneapolis headquarters. It requires the ability to work in downtown Minneapolis and in a high-rise corporate office setting.  Typical of a corporate office setting, Capella’s office space: 

  • is designed with an open work space setting and common fluorescent lighting 
  • includes frequent co-worker interaction and corresponding noise levels 
  • is subject to inside environmental conditions 

Sedentary work: 

  • this role is mainly a sedentary role with frequent sitting and occasional walking and/or standing.   
  • this role involves frequent usage of a telephone, PC and standard monitors.    
  • this role has minimal lifting requirements, may require exerting up to 10 pounds of force occasionally and/or a negligible amount of force to lift, carry, push, pull or otherwise move objects 

Requires minimal (0–10 percent) business travel: 

  • may occasionally require travel to on-site Capella events such as Commencement or off-site Capella University leadership meetings as requested and based on business needs. All travel must be pre-approved and arrangements made according to Capella’s policies/procedures.

 Workhours: 

  • the University’s general office hours are Monday through Friday from 8 a.m. to 5 p.m. CST. Work hours and starting times may vary depending on the job and the business needs. Some positions will have a specified starting time, and may be earlier or later, depending upon business requirements.
  • the normally scheduled workweek for all full-time employees consists of 40-45 hours.
Why Capella
Are you looking for the opportunity to learn, grow, and make a difference in the lives of others? If so, you’ll want to join a University that is truly committed to providing a high quality education with the most direct path between learning and employment.
 
 
A CLOSER LOOK AT CAPELLA BENEFITS:
100% discount on CU courses and programs. Truly demonstrating one of our core values – being a Learning Organization – Capella offers a very generous tuition discount and reimbursement benefit. Capella offers:
  • Postbaccalaureate and postmaster’s certificate
  • Bachelor’s degrees
  • Master’s degrees
  • Doctoral degrees
 
After 90 days of employment, fulltime employees are eligible to take
Capella University courses at no charge. Immediate family members may be eligible for a 50% discount on Capella University tuition.
 
Commuter package: Take the bus to work! Employees receive a 50% discount up to a maximum of 50 dollars on the cost of one transit pass per month.
We also provide excellent benefits packages including: medical, dental, life insurance, long and short term disability, flexible spending accounts, company 401k plan, paid time off, and 10 paid holidays throughout the year.

 

 

About Capella

Capella University is an online university built on graduate degrees, with more than 35,000 students throughout the U.S. and in other countries. Founded in 1993 to provide advanced educational opportunities for working professionals, Capella has become a national leader in online education, offering bachelor's, master's, and doctoral programs. The university's success is built upon a culture that promotes human potential, achievement, innovation, integrity, collaboration, and teamwork. Capella Education Company (CPLA), parent company of Capella University, is publicly traded on the NASDAQ. Capella Education Company was named to the Inc. 500 Hall of Fame for being listed as one of the nation's fastest-growing companies for 7 consecutive years. Capella University is accredited by The Higher Learning Commission. The Higher Learning Commission is among the 6 regional accrediting bodies recognized by the U.S. Department of Education. Regional bodies accredit colleges and universities; national bodies accredit trade and vocational schools.


Higher Learning Commission contact information: https://www.hlcommission.org, 800.621.7440


Equal Employment Opportunity


Capella is committed to the development of a multicultural environment. We seek greater diversity in our faculty and staff to broaden our academic experience and to reflect the diversity within our learner community. We value the input of multiple viewpoints and perspectives across the university and our corporate offices. Our goal is to create academic and business communities that are rich with cultural, social and intellectual diversity. Capella is an Equal Opportunity/Affirmative Action/Disabled and Protected Veteran employer.  Visit the link below to access the EEO is the Law poster.  http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf

  

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