[Hiring] Associate Financial Aid Advisor @Capella University

Role Description

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.

• 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, drive process improvements, and provide learners the 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.

Qualifications

• 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.
• 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.
• Ability to uphold team brand and collaborate effectively across other departments at the university.
• Ability to manage sensitive and confidential information.
• 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.

Requirements

• 1+ year in financial aid contact role or customer experience support/advisor.
• Bachelor’s degree preferred.
• Must be able to travel occasionally should a business need arise.
• Ability to work onsite in Corporate or Campus location may be required based on role.
• If offsite or hybrid role, must have access to work in a setting that enables meeting all requirements of the role.
• This role may require lifting, however reasonable accommodations will be provided.
• Must be able to meet critical thinking and problem-solving aspects aligned to job duties.
• Must be able to work more than 40 hours per week when business needs warrant.
• Able to access information using a computer.

Benefits

• Comprehensive package of benefits for employees scheduled 30 hours or more per week.
• Medical, dental, vision, life and disability plans.
• 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, entertainment and retail discounts.
• Non-exempt employees are eligible for overtime pay, if applicable.