Team Lead, Processing I

Compensation Range:

Hourly: $22.20 - $28.86

Position Summary

The Team Lead, Processing serves as a first level leadership support role for the financial aid processing team, giving team members a point of contact when the Associate Director may not be available. Provides day to day leadership support to include mentoring, coaching, regular production observations, and training to team members. Maintains a positive team environment, leading the team when the Associate Director is not present, providing reporting and contact strategy focus for team members, driving to results, conducting regular development and performance 1:1s with team members, providing training support, and coaching to outcomes for the team. In addition, is the first point of contact for students and organizational escalations.

Essential Functions:

• Communicate goals and deadlines to team members and ensure completion. 
• Coach team members for prioritization skills on workload and tasks for successful completion. 
• Analyze team member performance and provide outcome-based feedback for improvement through coaching. 
• Analyze student feedback surveys and create individualized skill development plans to improve. 
• Manage projects and deadlines set by the Associate Director to ensure timely progression and completion. 
• Provide team member training support. 
• Identify current team and individual challenges to provide early intervention for team member improvement.  
• Maintain team member coaching log and provide feedback to Associate Director for annual evaluations and regular 1:1s. 
• Provide escalation support and first level conflict resolution. 
• Collect, maintain, and report team member metric data. 
• Lead department meetings. 
• Hold 1:1s with team members and provide skills coaching. 
• Team oversight and coverage support in the absence of the Associate Director. 
• Remediation committee team member for performance management. 
• Maintain the highest level of integrity and professionalism. 
• Manage the creation and maintenance of training materials related to the Processing team.
• Maintain and distribute Processing team metrics to the team and interdepartmental partners.
• Coach and provide feedback for team members on all quality assurance review of processing.
• Review quality assurance audit results and implement process adjustments, as appropriate.
• Track daily, weekly, and monthly metrics to ensure team members are reaching outcome goals aligned with departmental metrics and KPIs.
• Provide support and coverage for the team, as needed.
• Participate in ongoing department projects, or other special projects, as needed.   
• Reasonable and consistent attendance to fulfill requirements of the position.   
• Other duties as assigned.   

Supervisory Responsibilities: 

• Indirect oversight of up to 10 front line team members.  
• Coaching, performance support and feedback, outcome delivery, process management, and team member training.  

Requirements:

Education & Experience:

• Bachelor's degree preferred.  
• Minimum of four (4) years of experience in financial aid, finance, student aid processing, advising, or related required.
• Experience in higher education preferred.  
• Experience working in a technology-driven enterprise preferred.  
• All skills, abilities and education will be considered for minimum qualifications.

Competencies/Technical/Functional Skills:

• Ability to work with and apply mathematical calculations.
• Ability to effectively and efficiently communicate organizational goals and deadlines to team members.
• Ability to create a positive and productive work environment.
• Ability to provide support in the hiring and training process of new team members.
• Ability to coach to skill improvement and outcome development.
• Strong understanding of Title IV regulations.
• Strong understanding of both term and non-term financial aid structures.
• Ability to stay current via self-study on university policies, including policy updates.
• Knowledge of operating systems utilized by team members, including, but not limited to Internet Explorer and MS Office products (Microsoft Excel, Word, PowerPoint, and SharePoi