Financial Aid Services Coordinator Job in Chicago, Illinois US
Position Summary
Provide best-in-class customer service to Kaplan students by being passionate about serving students with proactive solutions that grow relationships through the use of: • Exceptional listening and relationship building skills • Effective and accurate decision-making skills • Active listening and strong verbal communication skills • Proficiency in keyboarding/computer skills and navigation of multiple systems • Outstanding problem solving and troubleshooting skills Sharp attention to detail This position supports students through the Customer Service Center during their pre- or continuous enrollment phases by addressing student concerns and identifying problems with their eligibility for aid including but not limited to document review, complex problem resolution and determination of errors in the awarding, packaging or disbursement of Title IV financial aid. Incumbents will be responsible for de-escalating intense student interactions and may also be responsible for specialized services to unique student segments.
Key Job Responsibilities
• Answering in-bound calls, email and other media of both a general and specific nature including the explanation of documents required, financial aid funding sources, debt counseling and cash management in such a way as to grow and nurture the student relationship with each interaction seeking the result of increased student satisfaction • Deliver best-in-class student service by responding to questions concerning customer accounts and/or conductiong account overviews using critical thinking skills • Accurately document student account information, by recording details of inquiries, comments and complaints, to offer appropriate resolution • Provide outreach to students via phone, email or other media in response to inbound requests, to prompt timely completion of required documents or other communications Based on superior knowledge of Title IV funding requirements, will be required to articulate Verification and C-code resolution requirements to students and will be able to resolve complex document issues about incomplete or inaccurate forms including overlapping loans and remaining Pell eligibility. Must be able to quickly determine necessary package modifications due to changes in eligibility. Maintain acceptable performance standards including effectiveness, efficiency and quality Communicate and coordinate with appropriate internal departments and external agencies Handle confidential, personal information in a manner consistent with corporate policy and federal regulations Use multiple systems to research and resolve student inquiries Other duties as assigned Conduct self according to Kaplan expectations including schedule adherence, attending training classes and adherence to all standard operating procedures (SOP)
Minimum Qualifications
Bachelor's Degree (B.A./B.S.)
Preferred Qualifications
CVue, Orion, COD, NSLDS