[Hiring] Supervisor, Financial Aid @Western Governors University

Role Description

The Supervisor, Financial Aid is responsible for providing quality and efficient processes for students through the daily management of a team of employees to include hiring, motivating, recognizing, and rewarding, coaching, counseling, training, and problem solving. Additionally, the position is responsible for assisting with development, analysis and implementation of staffing, training, processing, scheduling, and reward/recognition programs.

As a Supervisor, Financial Aid, you will lead a team dedicated to delivering accurate, compliant, and student-centered financial aid services. You will oversee daily operations, develop people and processes, and drive continuous improvement to ensure students receive timely, high-quality support throughout their educational journey.

What You’ll Do

• Manage daily activities of Financial Aid Specialists, Coordinators, Trainers, and Financial Aid Administrators.
• Partner with leadership on operational planning, queue management, prioritization, and strategic initiatives.
• Ensure adherence to policies, procedures, and operational processing standards while improving service quality.
• Oversee compliance with all applicable federal, state, and institutional financial aid regulations.
• Provide clear direction, coaching, and performance feedback to team members on a regular basis.
• Conduct performance reviews and support skill development and training plans.
• Identify opportunities to improve efficiency, quality, and service for internal and external customers.
• Address employee relations matters, including performance management and corrective action, in alignment with company policy.
• Contribute to staffing, training, scheduling, and recognition program development.
• Participate in and lead special projects focused on process and service improvement.

Qualifications

• Knowledge of financial aid programs and Department of Education regulations.
• Experience working with systems such as Banner, Salesforce, ServiceNow, Genesys Cloud, and OwlEdge.
• Experience with ED systems including COD and NSLDS.
• Proficiency with Microsoft Office tools.
• Demonstrated people leadership skills with strong written and verbal communication.
• Analytical mindset with attention to detail and the ability to identify trends and implement solutions.
• Ability to lead change and support continuous improvement initiatives.
• Willingness to travel up to 20 percent for company summits, conferences, and business needs.
• Bachelor’s degree in a related field.

Bonus Points

• Proven success leading teams in a regulated, high-volume service environment.
• Experience developing or improving training, quality, or recognition programs.
• Experience supporting large-scale operational or systems initiatives.

Experience in Lieu of Education

Equivalent relevant experience performing the essential functions of this role may substitute for education requirements. Generally, one year of experience may be considered equivalent to one year of education, at the discretion of the hiring manager.

What to Expect

At WGU, our mission drives everything we do, including how we hire. Our interview experience is designed to give qualified candidates the opportunity to show their best work through meaningful conversations and collaboration.

We thoughtfully review every application and invite forward the candidates whose experience and potential best align with the role and our mission.

Interview Steps

• Introductory call
• Hiring manager interview
• Senior manager interview
• Leadership interview

Work Location

This is a full-time, remote role based in the United States.

Position & Application Details

This is a full-time, regular position (classified for 40 standard weekly hours) that is eligible for bonuses; medical, dental, vision, telehealth and mental healthcare; health savings account and flexible spending account; basic and voluntary life insurance; disability coverage; accident, critical illness and hospital indemnity supplemental coverages; legal and identity theft coverage; retirement savings plan; wellbeing program; discounted WGU tuition; and flexible paid time off for rest and relaxation with no need for accrual, flexible paid sick time with no need for accrual, 11 paid holidays, and other paid leaves, including up to 12 weeks of parental leave.

How to Apply

If interested, an application will need to be submitted online. Internal WGU employees will need to apply through the internal job board in Workday.

Additional Information

• Disclaimer: The job posting highlights the most critical responsibilities and requirements of the job. It’s not all-inclusive.
• Accommodations: Applicants with disabilities who require assistance or accommodation during the application or interview process should contact our Talent Acquisition team at [email protected].
• Equal Employment Opportunity: All qualified applicants will receive consideration for employment without regard to any protected characteristic as required by law.