[Remote] Financial Aid Contact Center Agent I

Note: The job is a remote job and is open to candidates in USA. Liberty University is a Christian institution seeking a Financial Aid Contact Center Agent I to provide support for students regarding their financial aid inquiries. The role involves processing phone calls, chats, and emails, while ensuring accurate information is maintained and providing proactive outreach to students about their financial aid status.

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

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