Supervisor, Financial Services

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Job Profile Summary:

The Supervisor, Financial Services is responsible for providing quality and efficient processes for customers through the daily management of a team of employees to include hiring, motivating, recognizing and rewarding, coaching, counseling, training, and problem solving. Additionally, the position is responsible for assisting the Manager with development, analyses and implementation of staffing, training, processing, scheduling and reward/recognition programs.

Essential Functions and Responsibilities:

• Manages daily activities of Specialists and Team Leads.
• Assists their manager with daily operation of the team to include managing processing queues, implementing effective prioritization practices, and strategic planning.
• Responsible for policies and procedures including meeting operational processing standards, improving quality of service, preparing reports, keeping equipment operating, maintaining professional and technical knowledge and accomplishing organizational goals.
• Provides daily direction and communication to employees to ensure processes are accomplished in an efficient and accurate manner.
• Provides continual evaluation of processes and procedures.
• Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers.
• Provides statistical and performance feedback and coaching on a regular basis to each team member.
• Writes and administers performance reviews for skill improvement.
• Is available for employees who experience employment and/or personal problems providing appropriate coaching, counselling, direction and resolution.
• Ensures employees have appropriate training and other resources to perform their jobs.
• Responds to and resolves employee relations issues expressed by team members.
• Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level.
• Addresses disciplinary and/or performance problems according to company policy.
• Prepares warnings and communicates effectively with employees on warnings and makes effective/appropriate decisions relative to corrective action as required.
• Responsible for the development, analyses, and implementation of staffing, training, processing, scheduling and reward/recognition programs.
• Works as a member/leader of special or ongoing projects that are important to area/process improvement.
• Performs other related duties as assigned.

Knowledge, Skill and Abilities:

• Knowledge of the Financial Aid programs, including Department of Education (ED) regulations.
• Demonstrated expertise with WGU systems including PureCloud, Banner, Salesforce, ServiceNow, and Bridge.
• Experience with ED systems including COD and NSLDS.
• Demonstrated expertise with Microsoft Office Suite.
• Demonstrated distinction in team leadership and strong oral/written communication skills.
• Ability to implement solutions based on trends for quality improvement.
• Analytical skills and attention to detail.
• Ability to develop and implement effective change management practices.

Competencies: 

Organizational Impact:

• Plans and establishes goals and objectives for employees in job area, with direct impact on the immediate, or short-term results of the department, function, or office.
•  Typically, does not have budget accountability but may manage day-to-day elements of the budget and assist in compiling data to prepare annual budgets.

Problem Solving and Decision Making:

• Identifies, recommends, and implements ways to improve services and/or job area efficiency.
• Responsible for input to and application of job area policies.
• Problems and issues faced are general, task-oriented, and may be solved by referencing precedents and policies, and may require understanding of a broader set of jobs/issues.

Communication and Influence:

• Communicates within the job area to direct reports, and collaborates with other supervisors, and managers, mainly on job area-specific issues.
• Requires the ability to communicate effectively with staff and leadership.
• Explains policies, practices and procedures of the job area to others within the University. May work cross-functionally to justify and gain cooperation of other parties on practices, policies, and procedures.

Leadership and Talent Management:

• Supervises a team consisting of support employees. Coordinates, supervises, and reviews the work of team members. Guides and provides on-the-job training to direct reports. Monitors performance, coach employees, and helps draft performance reviews with input from manager. May recommend hiring, firing, promotion, performance, and rewards decisions.
• May also retain technical knowledge of day-to-day work of supervisees.

Job Qualifications:

Minimum Qualifications:

• Bachelor’s degree or equivalent combination of work and experience.
• Be in good standing with the Department of Education; No loans in default.
• One year or more in a Financial Aid/Services role.
• One year or more of supervisory and/or leadership experience.

Preferred Qualifications:

• 1 year or more contact center experience
• 1 year or more contact center leadership experience

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

Disclaimer: This Job Description has been designed to indicate the general nature, essential duties, and responsibilities of work performed by employees within this classification. It does not contain a comprehensive inventory of all duties, responsibilities, and qualifications that are required of the employee to do this job.  Duties, responsibilities and activities may change at any time with or without notice. This Job Description does not constitute a contract of employment and the University may exercise its employment-at-will rights at any time.

The salary range for this position takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs.

At WGU, it is not typical for an individual to be hired at or near the top of the range for their position, and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is:
 

How to apply: apply online

Full-time Regular Positions (FT classification, standard working hours = 40)

This is a full-time, regular position that is eligible for bonuses; medical, dental, vision, telehealth and mental healthcare; health savings account and flexible spending account; basic and voluntary life insurance; disability coverage; accident, critical illness and hospital indemnity supplemental coverages; legal and identity theft coverage; retirement savings plan; wellbeing program; discounted WGU tuition; and flexible paid time off for rest and relaxation with no need for accrual, flexible paid sick time with no need for accrual, 11 paid holidays, and other paid leaves, including up to 12 weeks of parental leave.

The University is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.