Job Title: Financial Aid Training Manager

Department: Financial Aid

Position Summary:

The primary responsibilities of the Training Manager include improving the overall productivity as well as enhancing on-going learning within the FA team. The Training Manager will be responsible for new hire and ongoing Counselor & Advisor training, packaging audits, phone observations and financial literacy initiatives. The Training Manager will partner with the financial aid management team to develop FA training programs and determine developmental needs to drive training initiatives and solutions for FA Counselors & Advisors that focus on compliance, efficiency, customer service and packaging.

Principle Duties:

• Develop and update internal business process and documentation of all Standard Operating Procedures
• Create and maintain the LMS library of training offerings for staff
• Develop and deliver regular training for staff
• Work in collaboration with management to address individual Advisor deficiencies and work with the Advisor 1 on 1 to improve productivity
• Develop, lead, evaluate, and manage new hire trainings
• Develop and deliver customer service training to support contact strategies for FA Counselors
• Oversee the monthly advisor packaging audit
• Responsible for the creation and distribution of the monthly FA Newsletter for each affiliate as well as data tracking
• Assist other departments with new hires by providing an overview of financial aid (FA)
• Collaborate with all department on any training needs that impact student financial aid, student accounts, and admissions
• Perform other duties as assigned

Essential Knowledge, Skills, and Abilities:

• Knowledgeable in current and possible future policies, practices, trends, technology and information impacting financial aid, student accounts, and admissions
• Technical skills
• LMS knowledge
• Proficient with writing and maintaining policies and procedures
• Engaging personality, proactive, proficient communicator and team player.

Position Qualifications:

• Bachelor’s degree preferred
• Minimum of five years’ experience in Financial Aid
• Excellent oral and written communication skills
• An understanding of financial aid practices as they relate to other departments such as Admissions and Academics
• The ability to travel up to 10% of the time to various affiliate locations.

The Community Solution is an Equal Opportunity Employer.