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Capella Education Company

Capital Bank was formed by Capital Bank Financial Corp. (formerly North American Financial Holdings, Inc.), a bank holding company incorporated in the state of Delaware in 2009. Capital Bank Financial Corp.’s objective is to create a regional banking franchise in the southeastern United States through organic growth and acquisitions of other banks, including failed, underperforming and undercapitalized banks. Beginning in December 2009, Capital Bank Financial Corp. raised approximately $900 m... Read More

Address      Capella Tower 225 South 6th Street, 9th Floor Minneapolis, MN 55402
Website      www.capella.edu/
Holding      No Holding Details

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Financial Aid Representative


The Financial Aid Representative (FAR) is a phone-based customer service representative working as part of a contact center team who addresses learner questions and issues related to financial aid which are at a tier-one and tier-two complexity level.  This requires developing expertise to solve almost 1000 different types of FA related issues.  The role heavily focused on phone support— primarily inbound and some outbound interactions—but does include other activities.  The FAR is vital in delivering a brand-right, positive learner experience by responding to and resolving learner financial aid issues in a timely and thorough manner, either through first contact or working collaboratively with other team members.  Success in this role requires a high service-orientation, excellent verbal and written communication skills, ability to multi-task, effectively use technology and the desire to exceed both team and personal objectives.

    * Responding to telephone and email requests from Capella learners and internal staff, and to a lesser degree, faculty, on a significant range of potential questions related to financial aid.
    * Providing superior customer service and problem resolution to Capella learners and staff primarily at a transactional level
    * Providing learners with viable finance information and options to enable satisfaction and academic success
    * Educating learners on financial aid, and assist them through the financial aid process
    * Initiating proactive outreach efforts including outbound calls and emails to existing learners to address updates or changes or actions needed that the learner may not be aware of
    * Showing empathy during difficult situations and clearly, concisely communicating any financial aid solutions possible
    * Entering call information into call tracking databases; input updates to learner records
    *  Composing clear and concise e-mails for learners who request information or re-caps of the resolution to the issue
    * Learning how to use and leverage financial aid systems – such as ScholarNet, NSLDS, and PeopleSoft, COD – and routinely accessing and entering data on an ongoing basis
    * Occasionally preparing statements for learners from Peoplesoft and processing or marking as incomplete standard financial aid documents
    * Following and adhering to all financial aid related regulatory guidelines and always operating in a transparent way which is in the best interests of Capella learners
    * Additional responsibilities as assigned by supervisor


Education:  Some college strongly preferred; High School Diploma required

Experience: 1+ years of transferable phone based customer service experience resolving transaction to fairly complex (tier one and tier two) customer issues.

Availability: Must be available to work 8am – 5pm during training (approx. 5 weeks) and then 11:30am – 8:00pm after training. **Parking Provided**

    *  Previous financial aid or financial related support preferred
    * Demonstrated proficiency in Microsoft Office suite (Word, Excel, Outlook) and experience accessing internet or systems-based information; experience with CRM’s, Peoplesoft or other data systems preferred.
    * Exceptional customer-orientation, with a personal commitment to service, professionalism, and being concise, timely, accurate and efficient
    * Displayed success in achieving and sustaining objectives and metrics
    * Excellent listening, verbal and written communication skills with ability to show empathy in difficult customer situations
    * Ability to maintain a high degree of accuracy and attention to detail.
    * Organizational skills—ability to prioritize, consistently deliver a high degree of quality, and manage multiple demands (such as navigating systems and databases while communicating with the customer and daily incorporating updates to processes, policies and industry changes into problem resolution expertise).
    * Experience working in an environment where exceptional service and customer satisfaction was provided to customers
    * Demonstrated ability to multi-task in a fast paced environment while staying on top of work priorities.
    * An essential function of the job is access to the NSLDS in order to service our learners.  Access is monitored by the government; past or current student loan defaults may result in an inability to access this system. To be considered as an applicant and maintain employment in this role, you must not at present or in the past have been in default on student loans.

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Full Time

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