Student Accounts Contact Center Agent I

This role reports to the Supervisor and focuses on efficiently and accurately processing inbound and proactive outbound phone calls, chats, and emails regarding financial aid and related areas of Student Financial Services. The Agent maintains updated and accurate information on each account and attends scheduled training events to stay current on financial aid topics.

Responsibilities

• Serves as a primary contact via phone calls, live chats, and emails for students seeking information regarding their financial aid status.
• Performs proactive outbound calls to provide students with updated information regarding their Financial Aid status.
• Completes SharePoints, follows up with students, and works on Special Projects.
• Works effectively as a team member, embracing and fostering Liberty University’s mission.
• Articulates and defends the unique Christian educational mission and vision of Liberty University and its subsidiaries to a wide variety of individuals and groups.
• Performs other duties as assigned.

Requirements

• Ability to work a flexible schedule that may include days, evenings, and weekends.
• Excellent and detail-oriented communication, arithmetic, and organizational skills.
• Ability to utilize a calculator and computer, including Microsoft Word, Excel, and Outlook.
• Ability to articulate and defend the unique Christian educational mission and vision of Liberty University.
• Must not be in default on any federal student or parent loan.
• Must not be convicted of, or pled nolo contendere or guilty to, a crime involving the acquisition, use, or expenditure of federal, state, or local government funds, or be administratively or judicially determined to have committed fraud or any other material violation of law involving federal, state, or local government funds (CFR 668.14(b)(18)(i)).

Qualifications

• Preferred Qualifications:
  • Bachelor’s degree.
  • Ability to utilize Microsoft Outlook, Word, Excel, SharePoint, Bizflow, and Banner software.
  • Financial Aid experience and knowledge of aid programs and processes.
  • Knowledge of Federal and State aid programs including: PELL, FSEOG, FWS, FDLP, VTAG, Voc. Rehab., Institutional aid and scholarships, veterans/military benefits, and outside aid.
  • Experience with student development, student affairs, or academic affairs.
  • Fluent in Spanish or American Sign Language.
• Minimum Qualifications:
  • Ability to pass Banner and training tests.
  • Demonstrated excellent customer service, including accurate and timely support to students and staff.
  • Adherence to federal, state, and institutional policy and compliance requirements, including confidentiality and recordkeeping.
  • Proper phone etiquette and professional representation of the university.
  • Ability to dynamically problem-solve for customers while providing practical information and options.
  • Strong organizational and computer skills.

Skills

• Communication and Comprehension:
  • Excellent customer service and support.
  • Strong oral and written communication skills.
• Problem Solving:
  • Ability to reason, analyze information, and apply judgment to solve routine and complex problems.
• Physical and Sensory Abilities:
  • Occasionally required to travel to local and campus locations.
  • Frequently required to sit for extended periods to perform deskwork or type on a keyboard.
  • Regularly required to hear and speak in order to effectively communicate orally.
  • Occasionally required to stand, walk, and climb stairs to move about the building.
  • Occasionally required to handle materials, reach overhead, kneel, or stoop in order to conduct business.
  • Regularly lift 10 or fewer pounds.

Working Conditions

The role is performed in a climate-controlled office setting with moderate noise levels and well-lit conditions.

Time Type: Full time
Location: Remote