Student Accounts Recovery Agent I

Liberty University; Lynchburg (VA); Remote; USD 24,000 - 28,000; Full time

Benefits offered by this job

Health insurance

Retirement plans

Tuition assistance

Job summary

Liberty University is seeking a Contact Center Agent to efficiently process inbound and proactive outbound calls, chats, and emails related to financial aid. The role supports Student Financial Services while upholding the university’s Christian mission.

The ideal candidate will handle student inquiries, update account information, and participate in continuous training to stay current on aid programs and policies.

Qualifications

• Bachelor's degree required or equivalent.
• Proficient with Microsoft Office suite and Banner software.
• Flexibility to work days, evenings, weekends; strong attention to detail.

Responsibilities

• Handle inbound/outbound calls, chats, and emails for financial aid information.
• Provide proactive updates on financial aid status.
• Maintain accurate information on student accounts and complete training events.

Skills

Customer service

Excellent communication

Problem solving

Typing and data entry

Education

Bachelor's degree

Tools

Outlook

Word

Excel

SharePoint

BizFlow

Banner

Job description

The Contact Center Agent is responsible and accountable to theSupervisor. The mission of the Agent is to efficientlyandaccurately process inbound and proactive outbound phone calls,chats, and emails regarding financial aid and the related areas ofStudent Financial Services while representing the Office in aprofessional manner. It is the responsibility of the agent tomaintain updated and accurate information on each account withwhich they work. The Agent is required to attend each trainingevent for which they are scheduled so that they can stay up to dateon financial aid topics.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

Serves as a primary contact via phone calls, live chats, and emailsfor students seeking information regarding their financial aidstatus Performs proactive outbound calls to provide students withupdated information regarding their Financial Aid status CompleteSharePoints, follow up with students and work on Special ProjectsWorks effectively as a team member, embracing and fostering LU’smission Ability to articulate and defend the unique Christianeducational mission and vision of Liberty University and itssubsidiaries to a wide variety of individuals and groups. Performsother 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 Aidexperience 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 studentdevelopment, student affairs or academic affairs
• Fluent in Spanishor 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 acalculator and computer including Microsoft Word, Excel, andOutlook
• Ability to articulate and defend the unique Christianeducational mission and vision of Liberty University and itssubsidiaries to a wide variety of individuals and groups.
• Individual must not be in default on any federal student or parentloan
• Individual must not be convicted of, or pled nolo contendereor guilty to, a crime involving the acquisition, use, orexpenditure of federal, state, or local government funds, -or- beadministratively or judicially determined to have committed fraudor any other material violation of law involving federal, state, orlocal government funds (CFR 668.14(b)(18)(i))

ABILITIES AND COMPETENCIES ESSENTIAL TO THE FUNCTION OF THEJOB

Communication and Comprehension

• Ability to pass Banner and training tests
• Ability to demonstrateexcellent customer service including accurate and timely support tostudents and staff
• Ability to adhere to federal, state, andinstitutional policy and compliance requirements includingconfidentiality and recordkeeping requirements
• Proper phoneetiquette and ability to represent the university in a professionalmanner required
• Ability to dynamically problem-solve for customerswhile providing practical information and options
• Strongorganizational skills
• Excellent computer skills

Problem Solving

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

Physical and Sensory Abilities

• Occasionally required to travel to local and campuslocations
• Frequently required to sit for extended periods to performdeskwork or type on a keyboard
• Regularly required to hear and speak in order to effectivelycommunicate orally
• Occasionally required to stand, walk, and climb stairs to moveabout 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 theessential functions of this position is a climate-controlled officesetting. It is well lighted and the noise level is moderate.

Driving Requirements

If the employee is required to travel in performing the duties andresponsibilities 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 performanceof 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 withUniversity needs and external market conditions. Market benchmarks may be used, as appropriate, in combination with internal equity toensure pay is fair and aligned with the broader compensationstructure.

The position may also be eligible for comprehensivebenefits , 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 offensive steering that all management practices regarding employees are conducted in a nondiscriminatory manner. In compliance with TitleVII 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.