Financial Aid Training & Client Services Manager

Henry Ford College presents an opportunity for a Financial Aid Training and Client Services Manager.
The Financial Aid Training and Client Services Manager reports to the Assistant Director of Financial Aid and serves as a campus leader to support the institutional goal of offering exceptional customer service to students aligned with the College's Strategic Plan. The Financial Aid Training and Client Services Manager will develop and regularly conduct Financial Aid Training for newly hired and current staff. The Financial Aid Training and Client Services Manager will work collaboratively with the Assistant Director of Financial Aid, the Financial Aid Team, and the Enrollment Services Team to train staff, communicate, and assist with implementing new Financial Aid requirements, and update existing requirements as necessary. The Financial Aid Training and Client Services Manager will supervise the Financial Aid Associates and prioritize and assign workflow based on situational urgency and importance. The Financial Aid Training and Client Services Manager will develop appropriate collaborations, programs, and services targeted to maximize communication and outreach effectiveness and increase financial literacy awareness among students.
Schedule: 8:00 AM to 4:30 PM - Monday through Friday, some Mondays and/or Thursdays 10:00 AM to 6:30 PM as determined by department. Evening and/or weekend work may be required.
* Bachelor degree from a regionally accredited institution or a combination of education and experience may be considered.
* Three years of work experience in Financial Aid program administration and customer service.
* Experience training staff in a customer-service environment.
* Direct experience with the administration of federal and state Financial Aid programs.
* Excellent written and oral communication skills.
* Strong problem-solving and organizational skills.
* Experience documenting policies and procedures.
* Experience developing training materials.
* Experience conducting presentations and workshops.
* Demonstrated ability to work collaboratively.
* Experience working with Microsoft Office Suite.
* Experience working with an integrated administrative computer software system.
* Accountability- Holds self and others accountable for measurable high-quality, timely, and cost-effective results. Determines objectives, sets priorities, and delegates work. Accepts responsibility for mistakes. Complies with established control systems and rules.
* Reviewing Work-Conducts frequent progress review meetings with subordinates and team members to discuss progress and any barriers to progress; conducts after-reviews upon task completion to identify lessons learned and generate ideas for more effective task completion in the future.
* Technical Competence- Uses knowledge that is acquired through formal training or extensive on-the- job experience to perform one's job; works with, understands, and evaluates technical information related to the job; advises others on technical issues.
* Thinking Innovatively- Constantly searches for new ways of improving existing processes and doing things more efficiently; strives to understand what is missing from the current product stream, and searches for new ideas for product improvement everywhere; attempts to address product gaps and build the business by creating innovative and unique solutions.
The most successful candidate will have a career that reflects the following:
* Five or more years of related work experience in Financial Aid program administration and customer service.
* Experience working with student information systems, e.g., Ellucian.
Additional Unique Competencies Include:
* Attention to Detail- Is thorough when performing work and conscientious about attending to detail.
* Dependability and Reliability - Behaves consistently and predictably; is reliable, responsible, and dependable in fulfilling obligations; diligently follows through on commitments and consistently meets deadlines. Demonstrates regular and punctual attendance; rarely is late for meetings or appointments.
* Interpersonal Skills - Shows understanding, friendliness, courtesy, tact, empathy, concern, and politeness to others; develops and maintains effective relationships with others; may include effectively dealing with individuals who are difficult, hostile, or distressed; relates well to people from varied backgrounds and different situations; is sensitive to cultural diversity, race, gender, disabilities, and other individual differences.
* Self-Management - Sets well-defined and realistic personal goals; displays a high level of initiative, effort, and commitment towards completing assignments in a timely manner; works with minimal supervision; is motivated to achieve; demonstrates responsible behavior.
* Written Communication- Writes in a clear, concise, organized, and convincing manner for the intended audience.
* Supervise the Financial Aid Associates within the Financial Aid Office.
* Collaborate with the Assistant Director of Financial Aid on all departmental issues related to student satisfaction and service.
* Maintain knowledge and understanding of federal and state Financial Aid regulations.
* Develop training materials and lead Financial Aid Training sessions for new and current employees in the Financial Aid Office and the Enrollment Services department.
* Serve as the primary liaison for other campus partners for training activities related to Financial Aid.
* Develop and maintain documentation on Financial Aid policies and procedures.
* Work with other managers on customer care, quality improvement, and process improvement training programs with procedures for the Financial Aid Office. This would include communication with the Assistant Director of Financial Aid, the Assistant Director of Financial Aid Systems, Compliance, and Reporting, the Financial Aid Systems Manager, the Financial Aid Loan Manager, and Financial Aid Specialists.
* Serve as the primary liaison for the Welcome Center team to resolve student issues related to Financial Aid eligibility.
* Oversee the student compliance process. Respond to and resolve customer satisfaction issues.
* Develop and present programs on the Financial Aid application process to outside groups.
* Host Financial Aid workshops for current students, prospective students, parents, and/or high school personnel.
* Develop, plan, and execute Financial Aid outreach activities for prospective and current Henry Ford College students.
* Participate in various recruitment and retention activities (e.g. new student orientations) on an as-needed basis.
* Contribute to the strategic goal-setting and ongoing operational planning process for the Financial Aid Office.
* Perform other duties as assigned.
The placement of compensation is determined by experience, and the advertised range represents the initial salary for new hires. Successful candidates can expect annual progression to a higher step on the salary schedule.
While we have attempted to capture the core functional responsibilities in the role, the statements contained in this job announcement reflect general details as necessary to describe the principal functions of this job, the level of knowledge and skill typically required, and the scope of responsibility. It should not be considered an all-inclusive listing of work requirements. Therefore, performing additional job-related duties not listed above may be required as assigned. For applicants viewing this ad from an external site, please go to hfcc.edu/jobs to apply.