POSITION PURPOSE

The primary responsibility of the Assistant Manager Continuing Student Finance is to assist the Manager and the representatives in successfully supporting the Westwood College Online (WCO) students through the financial aid repackaging process.  This position is responsible for daily scheduling of staff, monitoring activities of representatives, and delivering excellent service levels in working with the students, and other WCO teams.  To be successful students must be contacted regularly, and in a professional manner, to allow them to move efficiently, and accurately through the process to obtain qualified financial awards and become fully funded for the appropriate award year. 

The Assistant Manager is responsible for maintaining the Financial Aid Departmental goals including Compliance, Customer Service, Accuracy, and Processing Production.  Continuing Student Finance works closely with the business office and the Continuing Student Advisors to facilitate the financial aid process and encourage students to take responsibility for their educational success.

Most importantly, it is the responsibility of the Continuing Student Finance Department to adhere to WCO’s mission statement of promoting empowerment, advancing careers, teaching and learning, and helping a diverse student population.

1. Provide the Continuing Student Finance Representatives with the information and resources that they need to be successful.  This includes but is not limited to work lists, procedures, prioritization of workflow, performance feedback, training, and time management tools.
2. Coordinate required individual training programs for each representative with the appropriate training instructor and the Continuing Student Finance Manager.  The goal of these training programs should be to increase the efficiency and accuracy of the student awards, and should include but not be limited to: Verification, SAP, Proration, Grants, Grade Level Progression, and Open loan periods.
3. Insure representatives meet productivity goals.
4. Monitor attendance and workplace activities of the representatives
5. Provide daily production reports to the Student Finance Director and Continuing Student Financial Aid Manager.
6. Monitor ImageNow and Wolsfin queues to ensure that SLAs are met daily.
7. Clarify process and procedures for the representatives to insure that all students are awarded correct aid and that procedures are adhered to by all team members.
8. Schedule sufficient staffing during block periods to guarantee that all students are “unblocked” as quickly as possible and that all exceptions to the process are tracked and followed up on in a timely manner.
9. Assist and coordinate the auditing of student files at the end of each term to ensure accuracy of aid awarded.
10. Assist in reconciling reports against repack list to ensure no active students are left unpackaged.
11. Assist with Grad audits to ensure all documents are procured and aid awarded prior to student’s scheduled graduation date.

SUPERVISORY RESPONSIBILITIES

This position will directly assist in supervising the Continuing Student Finance Representatives.

MINIMUM QUALIFICATIONS

EDUCATION AND EXPERIENCE

·         1-3 years prior management experience and willingness to offer clear, direct, and timely feedback and redirect staff when performance falls below expectations.

·         Some college required bachelor’s degree or current pursuit of a bachelor’s degree preferred.

·         At least six months of telephone based customer service experience preferred.

·         Exemplary verbal, written and customer services skills.  Professional work ethic with a friendly, personable attitude dedicated to the service of our students.

·         Temperament to enjoy and succeed in a high growth company and ever-changing environment, with a willingness to extend yourself to achieve goals.

·         Willingness to work weekends and/or early morning or evening hours as required.

·         A collaborative, effective team member able to work with a diverse student population.

·         Ability to assume facilitator and occasionally lead role in order to promote student empowerment and expedite the financial aid process in a timely manner.