Caitlin Mahoney
Indianapolis
Overview
1
1
Certification
8
8
years of professional experience
Work History
Director, Financial Aid Support Center
Indiana Commission for Higher Education
08.2023 - Current
- Oversee college financial aid community operations within Commission's Financial Aid Support Center: ScholarTrack Files, ensuring effective support and resource allocation.
- Develop training resources for college financial aid administrators, employers, and Financial Aid Support Center staff, enhancing their knowledge and operational effectiveness.
- Serve as a subject matter expert on all the Commission's student financial aid programs.
- Works directly with college financial aid community via emails, phone calls, trainings and webinars
- Execute financial aid operations tasks aligned with team objectives, contributing to smooth operational flow and support for stakeholders.
- Review applications and oversee issues within ScholarTrack ensuring IT tickets are submitted in Jira
- Serve as the main point of contact with IT vendor scrum team
- Evaluate and assess request for proposals
Financial Aid Support Manager
Indiana Commission for Higher Education
09.2021 - 08.2023
- Functioned as a subject matter expert for the Commission's student financial aid programs
- Oversaw operations of the Commission's Financial Aid Support Center, managing student merges, ScholarTrack files, and student-facing inboxes to ensure efficient support delivery
- Developed and maintained dashboard tracking call and email volume along with performance metrics for the Student Financial Aid team, enabling data-driven decision making
- Responded to questions concerning all State of Indiana student financial aid programs posed by students, parents, college financial aid administrators, and employers over the phone, through email, and in person
- Trained college financial aid administrators to enhance their ability to administer the Commission's student financial aid programs
- Created training resources for college financial aid administrators and employers, enhancing their knowledge and effectiveness in administering financial aid programs
- Works with the Director of the Financial Aid Operations and Director of the Financial Aid Support Center to develop and send communications to the college financial aid community
- Combined duplicate student records in ScholarTrack for accuracy potentially duplicate student records in ScholarTrack
- Executed additional tasks to support team objectives
Financial Aid Support Specialist
Indiana Commission for Higher Education
11.2018 - 09.2021
- Responded to inquiries about State of Indiana student financial aid programs from students and parents via phone, email, live chat, and in-person interactions
- Developed resources for student financial aid and scholarship opportunities to improve access and awareness
- Maintained student accounts in various Commission software systems, including ScholarTrack
- Executed administrative tasks to ensure smooth team operations and enhance service delivery
ScholarTrack System Superuser
Indiana Commission for Higher Education
- Trains intern and external stakeholders on the system
- Understanding, explaining, writing complex financial aid logic
- Elicits requirements and clarifications for IT tickets
- Documented business rules to enhance application functionality
- Evaluated and prioritized project items to ensure timely project delivery
- Balancing user facing projects
- Performed quality assurance processes to verify product reliability
- Final approval on enhancements before going live
Education
Master of Science - Student Affairs and Higher Education
Indiana State University
Terre Haute, Indiana05-2024
Bachelor of Arts - Multi-Ethnic Studies
Boise State University
Boise, Idaho 12-2014
Skills
- Financial aid programs
- Training facilitation
- Writing IT tickets
- Project coordination
- Compliance regulations
- Stakeholder engagement
- Customer relationship management
- Process improvement
- Team leadership
- Problem-solving
- Effective communication
- Resource development
Volunteer Experience
- Big Brothers Big Sisters of Central Indiana, 08/23, Present
- Catholic Charities of Idaho, Intern, 08/14, 12/14, Teaching and tutoring refugees in English and Citizenship material, Organizing recipients for the Toys for Tots drive
- Boise State University's Tunnel of Oppression, 2013, 2014
- Interfaith Sanctuary, 2012
- Rogue Valley Medical Center, 2009, 2010
Program Experience
- PeopleSoft
- Nolij
- PDF Creator
- Captiva
- Infran View
- Microsoft Publisher
- Microsoft Word
- Microsoft Excel
- Microsoft Power Point
- MPower
- Trinity Citrix
- Health Quest Production
- ScholarTrack
- Microsoft D365
- Outlook
- Interaction Desktop
Certification
- Certified Scrum Product Owner® license, Scrum Alliance, 2025
- Project Management Professional (PMP), Project Management Institute, In Progress
Timeline
Director, Financial Aid Support Center
Indiana Commission for Higher Education
08.2023 - Current
Financial Aid Support Manager
Indiana Commission for Higher Education
09.2021 - 08.2023
Financial Aid Support Specialist
Indiana Commission for Higher Education
11.2018 - 09.2021
ScholarTrack System Superuser
Indiana Commission for Higher Education
Master of Science - Student Affairs and Higher Education
Indiana State University
Bachelor of Arts - Multi-Ethnic Studies
Boise State University