Campus Services Associate for ID & Campus Services

Working in a team environment and exercising good judgment and discretion, the Campus Services Associate is responsible for providing excellent customer service to all students, staff, and visitors in the delivery of services supporting a successful campus experience via in-person visits, inbound phone calls, email, and online app submission. This job requires extensive knowledge of policies and procedures and resource utilization in providing information, direction and customer centric service. Occasional overtime and weekend hours will be required in support of campus events.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

1. Become knowledgeable of all Campus Services policies and procedures;
2. Provide office support in the production, use, and awareness of the campus ID card, ensuring confidentiality and security of data.
3. Provide support, information, and guidance to students in the process of receiving refunds, per diem, and stipend disbursements via Liberty University’s refund management provider.
4. Respond to situations, resolve complaints, and appropriately direct issues in responding to email, phone messages, and user questions; adhering to established confidentiality policies and procedures.
5. Review and process campus IDs received via online photo submission following defined policy.
6. Adhere to Cash Handling procedures, process vending refunds, Flames Cash payments, and credit card payments through Authorize.Net.
7. Evaluate assigned campus card privileges for accuracy (housing assignment, access, meal plan, declining funds);
8. Update inventory count following monthly schedule, notifying Team Lead of immediate needs/discrepancies.
9. Maintain customer service area, ensuring availability and security of all required supplies and equipment.
10. Assist with monitoring and acquisition of lost and found items;
11. Issue bus passes according to established policy;
12. Issue temporary parking pass adhering to established policies;
13. Promote one stop customer assistance, utilizing internal and external resources to meet needs;
14. Ascertain each customers need and provide direction and/or answers in a Christ-like manner utilizing wayfinding resources
15. Communicate with students and/or parents as necessary;
16. Document card production and import errors;
17. Respond daily to email received in Department inbox;
18. Communicate with other University Departments to correct any discrepancies or difficulties accessing services for successful campus life experience;
19. Complete assigned projects, following oral and written instructions from the Campus Services Team Lead, Associate Director, and/or Director;
20. Assist other University Departments with an understanding of Campus Services;
21. Support the efforts of major on-campus event programs such as Orientation, Move-In, and Homecoming;
22. Meet or exceed team goals, as assigned;
23. Attend training as necessary and required;
24. Attend all team meetings;
25. Willing to work overtime during peak periods and special events;
26. Works effectively as a team member;
27. 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.
28. Follows all state and federal laws, and employment policies and procedures.
29. Perform other duties and special projects, as assigned

QUALIFICATIONS AND CREDENTIALS

Preferred Qualifications:

Bachelor’s level degree preferred, with a concentration in Business. Working knowledge of Banner and Blackboard Transact System preferred. Fluent in Spanish or American Sign Language.

Minimum Qualifications:

Two-three years of experience in customer service or office environment with cash handling. Well-developed computer skills, listening and discerning skills, reasoning skills and customer relations skills. 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))