The Financial Aid Representative answers incoming calls which provide financial aid expertise to our learners and internal customers throughout the financial aid process. This may include researching account information, explaining Title IV guidelines, coordinating FA funding and explaining FA options. Success in this role requires delivering high quality, accurate and professional service to our learners and customers in an ever changing environment. The ability to prioritize work and multi-task in a fast-paced, highly regulated environment is critical for success in this role.
Respond to in-bound telephone and email requests from Capella learners and internal customers to provide advice and information regarding financial aid inquiries
Provide superior customer service and problem resolution to learners by setting service expectations and self-service options
Document all caller interactions and provide appropriate and timely financial aid responses
Ability to achieve quality metrics established for the team
Resolve detailed and technical complaints accurately and timely
Educate learners on financial aid and assist them through the financial aid process
Initiate proactive outreach efforts including outbound calls and emails to existing learners for address updates, changes, or actions needed to completed the financial aid process
Showing empathy during difficult situations and clearly and concisely communicating any financial aid solutions possible
Learn how to use and leverage financial aid systems – such as ScholarNet, NSLDS, PeopleSoft, COD, Document Management systems, CRM and TotalView
Understand and adhere to all financial aid related regulatory guidelines
Additional work may be necessary during peak periods including evenings and weekends as needed.
: College degree preferred; High School Diploma required
: 1+ year of customer service experience managing customer inquiries and researching solutions; or the equivalent combination of education and experience. Previous financial aid or financial related support preferred.
: Exceptional verbal and written communication skills, demonstrating a sound ability to effectively listen; well organized; consistently demonstrates customer focus; ability to adapt to a professional culture that combines the traditions of higher education with the innovation of a fast-paced, entrepreneurial organization.
Leadership and Team Skills
: creates and maintains a positive and empowered work environment; takes ownership and is accountable, assists co-workers in supporting learners, regularly and willingly shares knowledge with team members, works with others to improve processes.
Goal Management Skills
: meets or exceeds performance expectations for position; develops individual performance and professional development goals annually with focus on continuous improvement, ability to organize and prioritize own work to meet tight time constraints; a desire to explore new information with an appetite for continuous learning.
: Demonstrated proficiency in Microsoft Office Suite products, and experience accessing systems-based information, CRMs, and PeopleSoft; knowledge of contact center technology such as TotalView.
Problem Solving Skills
: ability to identify complex problems and work through solutions with the appropriate channels, ability to understand learner needs and proactively offer solutions when problems are identified. Possesses an inquisitive nature with demonstrated ability to interview/ask questions to draw out requirements and operational differentiators.
- An essential function of the job is access to the NSLDS in order to service our learners. Access is monitored by the government; past or current student loan defaults may result in an inability to access this system. To be considered as an applicant and maintain employment in this role, you must not at present or in the past have been in default on student loans.
225 S. 6
Minneapolis, MN 55402
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About Capella University
Capella University is an online university built on graduate degrees, with more than 34,900 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 and is a member of the North Central Association of Colleges and Schools, located at 230 S. LaSalle Street, Suite 7-500, Chicago, IL 60604-1413, (312) 263-0456,
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 Affirmative Action/Equal Opportunity employer.
Where Academic Excellence is Online
As a regionally accredited institution offering bachelor's, master's, and doctoral degree programs in...