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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.
Time Type
Full time Location
Remote Location
Pay Range
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.
$17.31 - $20.19 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.
