"Student Accounts Recovery Agent I"

Student Accounts Recovery Agent I

Company:
Liberty University

Job Location:
Lynchburg, 24502

Category:
Bursar and Student Accounts

Type:
Full-Time

Job Number: R0009732
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
If the employee is required to travel in performing the duties and responsibilities of the position, the use of one's personal vehicle (or LU vehicles) may be required for travel. Proof of a valid driver's license, an acceptable DMV record, LU Driving Approval, and liability insurance is required when driving in the performance of the employee's position.

Target Hire Date
2026-03-06

Time Type
Full time

Location
Remote Location

*The University is an Equal Opportunity Employer. We believe it is our moral and legal obligation to meet the responsibility of ensuring that all management practices regarding employees are conducted in a nondiscriminatory manner. In compliance with Title VII of the 1964 Civil Rights Act, and other applicable federal and state statutes, all recruiting, hiring, training, and promoting for all job classifications will be administered without regard to race, color, ancestry, age, sex, national origin, pregnancy or childbirth, disability, military veteran status or other applicable status protected by law, including state of employment protected classes. It is, therefore, our policy and intention to evaluate all employees and prospective employees strictly according to the requirements of the job. All personnel related activities such as compensation, benefits, transfers, job classification, assignments, working conditions, educational assistance, terminations, layoffs, and return from layoffs, and all other terms, conditions and privileges of employment will be administered without regard to race, color, ancestry, age, sex, national origin, pregnancy or childbirth, disability, military veteran status or other applicable status protected by law, including all applicable state of employment protected classes. The University is a Christian religious-affiliated organization; and as such, is not subject to religious discrimination requirements. The University's hiring practices and EEO discrimination practices are in full compliance with both federal and state law. Federal law creates an exception to the "religion" component of the employment discrimination laws for religious organizations (including educational institutions), and permits them to give employment practice preference to members of their own religious beliefs.*