Job: Financial Aid Quality Assurance Analyst

Financial Aid Quality Assurance Analyst
Kaplan Division: Kaplan University
City: Ft. Lauderdale
State/Province: Florida Position Type Full Time
Job Level: Some Experience

Job Description
Purpose of the Job/Principal Responsibilities:
To monitor calls and review files to ensure the financial aid staff is within compliance with federal, state and outside agencies.

Typical activities for the Quality Assurance Analyst include:
*Following department scripts during monitoring activities to oversee adherence to compliance issues and the assurance of quality communications of all student facing employees. Monitoring may be by phone tap, email or by live chat.
*Reporting on all monitoring activities using detailed reports. Compiling monthly trend reports for management follow up and training purposes.
*Reporting to the Director of FA any and all compliance/QA issues within 1 hour timeframe.
*Review a minimum of 5 employee files and phone activities per day.

A likely activities breakdown for the Financial Aid Quality Assurance Analyst:
*Monitoring Phone calls of Financial Aid staff40%
*Reviewing files of Financial Aid staff40%
*Working with Financial Aid Management and Staff to reduce errors10%
*Monitoring and reporting on program success10%
Experience Required:
*Minimum 1 year of Kaplan Financial Aid experience or extensive experience from another institution of higher education.
*Strong knowledge of college policies, accreditation guidelines, customer service standards, federal regulations, and interdepartmental dynamics.
*Bachelor's degree preferred; Associates Degree required or must be currently enrolled in accredited Bachelors degree program.
* Proven ability to recognize, articulate and evaluate superior customer service delivery.
*Able to project a demeanor of responsibility, credibility and maturity in all areas of personal and professional conduct.
*Must have working knowledge of each area in the Financial Aid Department

Position Requirements /Scope of the Job/ Skills Required:
*Must have outstanding attention to detail and ability to learn complex, detailed processes
*Must have outstanding communication skills and teaching presence
*Must be able to learn new computer systems quickly and easily
*Ability to inspire and motivate teams
Measurement of Success:
The Financial Aid Quality Assurance Monitor will be evaluated based on (a) ability to schedule and complete required reviews for Financial Aid staff; (b) ability to improve customer service performance of Financial Aid department; (c) ability to work effectively on a team, both within and across Kaplan University departments; and (d) attitude and enthusiasm.