Job Number: R0006316

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
Complete SharePoints, follow up with students and work 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

SUPERVISORY RESPONSIBILITIES

None

QUALIFICATIONS AND CREDENTIALS

Education and Experience

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))

ABILITIES AND COMPETENCIES ESSENTIAL TO THE FUNCTION OF THE JOB

Communication and Comprehension

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

Problem Solving

Intuitively able to reason, analyze information and events, and apply judgment in order to solve problems of both a routine and complex nature

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

Work Environment

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.

Driving Requirements

None

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