[Hiring] Contact Center Agent I @Liberty University

Role Description

The Contact Center Agent is responsible and accountable to the Supervisor. The mission of the Agent is to efficiently and accurately process inbound and proactive outbound phone calls, chats, and emails regarding financial aid and the related areas of Student Financial Services while representing the Office in a professional manner. It is the responsibility of the agent to maintain updated and accurate information on each account with which they work. The Agent is required to attend each training event for which they are scheduled so that they can stay up to date on financial aid topics.

Essential Functions and 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 LU’s mission.
• Ability to articulate and defend 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.

Qualifications

• Preferred Qualifications:
• Bachelor’s degree.
• Ability to utilize Microsoft Outlook, Word, Excel, SharePoint, Bizflow, and Banner software.
• Financial Aid experience and aid program and process knowledge preferred.
• 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 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 and its subsidiaries to a wide variety of individuals and groups.
• Individual must not be in default on any federal student or parent loan.
• Individual 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)).

Requirements

• Ability to pass Banner and training tests.
• Ability to demonstrate excellent customer service including accurate and timely support to students and staff.
• Ability to adhere to federal, state, and institutional policy and compliance requirements including confidentiality and recordkeeping requirements.
• Proper phone etiquette and ability to represent the university in a professional manner required.
• Ability to dynamically problem-solve for customers while providing practical information and options.
• Strong organizational skills.
• Excellent computer skills.

Benefits

• Compensation is determined based on factors such as qualifications, experience, education, skills, and certifications, along with University needs and external market conditions.
• Market benchmarks may be used, as appropriate, in combination with internal equity to ensure pay is fair and aligned with the broader compensation structure.
• The position may also be eligible for comprehensive benefits, including health insurance, retirement plans, and tuition assistance.
• Pay Range: $17.31 - $20.19.

Working Conditions

• The working environment in which one will typically perform the essential functions of this position is a climate-controlled office setting. It is well-lighted and the noise level is moderate.
• 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.