Saint Leo University

Quality Control Specialist - Financial Aid Support

US-FL-Tampa
Job ID
2017-1654

Overview

Under the general direction of the Financial Aid Support Manager, the Quality Control Specialist has responsibility for ensuring a high quality prospective and current student experience with Saint Leo University. Additionally, the Quality Control Specialist has overall responsibility for activities related to assisting students with understanding the financial aid process for Saint Leo University’s programs while ensuring a high quality prospective and current student experience.

Responsibilities

  • Conduct quality reviews of Financial Aid Liaisons interactions to ensure service goals and quality standards are met. Provide feedback on strengths and areas of opportunity.
  • Review inbound and outbound calls and email correspondence by observing performance, techniques and application of procedures.
  • Provide feedback on uniform application of guidelines and procedures.
  • Provide suggestions for staff training and coaching sessions.
  • Provide critical data needed for generation of monthly reports reflecting performance of team.
  • Identify both positive and negative performance trends.
  • Provide recommendations on departmental policies and procedures to enhance service productivity.
  • Provide information to prospective and enrolled students regarding financial aid program requirements and procedures via inbound and outbound telephone calls and email.
  • Research financial aid issues; review forms for completeness, accuracy; verify information reported on student applications and other documentation.
  • Demonstrate integrity, ethical behavior in working with confidential information.
  • Interpret, apply and comply with university as well as federal, state and institutional regulations governing student financial aid; maintain current working knowledge of guidelines/regulations related to financial aid.
  • Work collaboratively with other departments to ensure that expectations of financial aid service are met consistently.
  • Participate in all meetings and events as assigned.
  • Provide exemplary student service at all times.
  • Communicate accurately and positively by telephone and email to students and internal customers.
  • Demonstrate an ability to problem solve issues with students utilizing critical thinking skills.
  • Flexibility to work occasional extra hours and Saturdays as needed.
  • Being at work on time and maintaining good attendance is a requirement of employment.

Qualifications

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES:

 

Knowledge:

  • High School Diploma required; Associates Degree from a regionally accredited institution preferred.
  • A minimum of three years of professional experience in a quality assurance, contact center management role, and/or financial aid experience.

 

Skills:

 

  • Experience in financial aid preferred.
  • Experience working within a regulatory industry.
  • Team player demonstrating strong collaborative orientation with the ability to build strong relationships across the department.
  • Proficient in the use of Microsoft Office applications.
  • Excellent oral and written communication skills.
  • Strong organizational skills, focused on business results.

 

Abilities:

 

  • Ability to problem solve, work with peers, and work independently.
  • Demonstrate integrity, ethical behavior in working with confidential information.
  • Ability to manage time effectively, handle multiple projects concurrently, prioritize work and strong organizational. skills. Detail oriented so as to complete work assignments accurately and on time.
  • Demonstrated success working with students or customers in a service-oriented environment.

 

 

ENVIRONMENT:

 

The work environment characteristics described here are a representation of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.  The term “qualified individual with a disability” means an individual with a disability who, with or without reasonable accommodation, can perform the essential functions of this position.

 

While performing the duties of this job, the employee is regularly required to communicate professionally in person, over the telephone, through email and other electronic means, move about the office and University, handle various type of media and equipment, and visually or otherwise identify, observe and assess.   The employee is occasionally required to lift up to 10 pounds unless otherwise specified in the job description.

 

NOTICE:

The intent of this job description is to provide a representation of the types of duties and responsibilities that will be required of positions given this title and shall not be construed as a declaration of the total specific duties and responsibilities of any particular position.  Employees may be directed to perform job-related tasks other than those specifically presented in this description.  Saint Leo University is an Equal Opportunity Employer and embraces diversity as a critical step in ensuring employee, student and graduate success. 

 

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