Financial Aid Contact Center Agent I

Summary

Liberty University is seeking a Financial Aid Contact Center Agent I to efficiently and accurately process inbound and proactive outbound communications regarding financial aid. The role involves maintaining updated information on student accounts and providing excellent customer service in a professional manner.

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

Skills

• 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))
• 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
• 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

Qualifications

Must Haves

• 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))
• 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

Nice to Haves

• 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

Benefits

• The position may also be eligible for comprehensive benefits, including health insurance, retirement plans, and tuition assistance.