Job Details

The Senior Manager, Financial Aid Advising, provides managerial support to Financial Aid Advising teams and processes through leadership, creative problem solving, and solution development. The processes include handling phone calls, emails, outbound campaigns and various escalations related to receipt, processing, and refunding of various types of funding for students.

Essential Functions:

• Leads and supervises a team of managers by creating a culture that aligns with company mission and vision
• Interacts with American Public University System (APUS) staff and various teams, at all levels as required, to meet strategic objectives
• Collaborates with department managers to ensure all workflow meets or exceeds promised Service Level Agreements (SLAs) including phone calls, emails, voicemails, and miscellaneous projects as assigned
• Meets constituent needs and organizational goals by ensuring effective and efficient operations, committing to quality assurance, taking responsibility for performance, and holding self and/or team to high standards
• Seeks out opportunities to enhance the student experience and promote high-quality service
• Acts as a liaison with other departments and third parties to mediate and resolve financial aid escalations, complaints, and grievances
• Provides feedback to leadership on staffing needs and department structure, including innovative ways to improve efficiency, reporting and product delivery
• Works with department managers and staff to develop focused training programs for team-wide development to promote quality customer service expectations
• Plans, organizes and oversees implementation of projects to meet established departmental goals
• Involves self in industry to maintain professional knowledge and APUS visibility in relevant organizations (e.g., NASFAA)
• Stay abreast of regulatory changes within financial aid as it impacts the financial aid advising team and students
• Performs other duties as assigned

• Standard office environment in Charles Town, WV
• Office Hours: Monday-Friday 9:00-5:30
• Ability to work rotating schedule including nights, weekends and holidays
• Capability to work remotely as assigned

• Experience with educating and counseling customers on a variety of products, services, and regulations
• Outstanding verbal and written communication skills
• Excellent human relations and ability to handle difficult situations
• Aptitude to think critically, resolve problems and exhibit flexibility in an ever changing environment
• Ability to understand and implement policies and procedures while taking entire organization into account
• Exhibit passion for performance and a desire for continuous improvement
• Plan and implement goals to achieve short and long-term results
• Excellent attention to detail

• Bachelor's degree from an accredited institution required
• Minimum three (3) years work experience in the financial services industry required
• Minimum of two (2) years of management experience is required
• Advanced Experience with and frequent usage of Microsoft Office products (specifically Excel)