Supervisor - Financial Aid Administration (FA Processing) Start Date Jan 14th

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This visible leadership role is responsible for managing service level metrics, managing multiple complex workflows, meeting high quality expectations and developing process improvements to ensure financial aid is processed in accordance to Title IV regulations.  This will also include hiring, training and training management, innovative performance and workflow management, leading change management initiatives, and problem solving real-time financial aid challenges.
This person will be responsible for leading a team of 12-15 Financial Aid staff (Administrators, Seniors, and Specialists) providing work direction, process improvement, and people development in a highly innovative and ever changing environment. In addition to daily operations, this role may support LSO initiatives or larger IT projects, work closely with business partners to guide strategic decisions when incorporating financial aid and partner with Audit and Compliance to align regulatory needs with processing efficiencies.
An ideal candidate will be a thoughtful leader, who has the ability to lead a team through the challenges created by innovation by embracing change and being solutions-driven. The desire to motivate, coach and pro-actively drive processing production at high rate of accuracy is essential in this role.


People management:
  • Direct supervision of  12-15 team members involving daily interaction with all team members
  • Recruits, orients, trains, develop and monitors performance of staff to ensure timely and accurate Financial Aid (FA) information is provided to learners
  • Coaching, training and development of new employees along with motivating team members to build long term relationships within the team and with their internal and external customers
  • Discover and support employee professional development goals and interests
  • Complete and deliver performance reviews twice per year
  • Conduct regular team meetings; communicate policies and procedural changes to the team members
  • Foster team cohesiveness and a learner centric decision making environment
  • Serves as liaison with other departments or teams in the resolution of day-to-day administrative and operational issues
Workflow management and accountability:
  • Daily workflow review and analysis to ensure processing is compliant and meeting learner deadlines
  • Develop a detailed understanding of the inventory and special project work to identify and prioritize workflows
  • Works closely with Planning & Reporting Team to prioritize work
  • Accountability for FAA metrics and reports:  productivity, quality,  availability and service levels
  • Understand and utilize metrics to evaluate team and individual performance and effectively implement continuous improvement, streamline processes, and optimize efficiency
  • Demonstrate a solid understanding of financial aid processes including systems such as Scholar net, NSLDS, TotalView, and PeopleSoft.
  • Develops knowledge of workflow drivers, volumes and impacts to become a subject matter expert in FA process flows
  • Strives to exceed team and personal goals
  • Trusted and credible; builds trust with others through words and actions and works diligently at maintaining personal credibility
  • Lead others by providing solid change management skills to ensure a superior learner experience. Make the learner the center of decision making for the team.
  • Assist team members with resolution of learner issues; serve as a resource person to team members and peers. Provide a communication channel for the team and our internal customers
  • Develop strong relationships across the organization to provide a seamless learner experience and support initiatives that impact financial aid.
  • Conduct quality and quantity coaching sessions with Financial Aid Administrators.
  • Consistently demonstrate company values and quality work performance; serve as an example of how to effectively complete work while maintain work ethics and values.
  • Strong ability to learn new information and new technology, and apply this correctly to the workplace.

Required Qualifications


  • An essential function of the job is to access the National Student Loan Data System (NSLDS) in order to service our learners. This requires access via your social security number and is monitored by the government. To remain in a position to access this system, one must not have defaulted on any student loans in the past, be in default status currently or have problems with access in the future.
  • Minimum of 4 years professional level experience in student services, service operations or administrative processing center environments; 2+ years in direct employee leadership strongly preferred; previous supervisor or lead experience (will consider commensurate experience) required.
 Additional Qualifications:
  • Experience with MS Office (Word, Excel, Outlook, PowerPoint)
  • Exceptional service philosophy and a desire to help others achieve their goals combined with strong analytic abilities to understand metrics and interpret reports.

Education:  Bachelor’s degree required; will consider equivalent work experience in lieu of degree



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.


  • 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.
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:, 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.


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