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Student Accounts Contact Center Agent I

4 months ago

Lynchburg, United States InsideHigherEd Full time

The Student Accounts Contact Center (SACC) Agent I reports to and is accountable to the Student Accounts Contact Center Supervisor. The SACC Agent provides excellent customer service to students and families in the Contact Center by determining requirements; answering inquiries; resolving problems; fulfilling requests; maintaining database. This is accomplished by utilizing a working knowledge of University processes and how they affect students’ accounts.

Essential Functions and Responsibilities

1. Handles incoming phone calls, student emails, and live chats from students and/or parents.

2. Serves as a primary contact for students seeking information regarding their student account information. Determine requirements by working with students and/or parents. Answer inquiries by clarifying desired information; researching, locating, and providing information. Assist students and/or parents with navigation of Financial Check-In online process each semester. Communicate with students any implications of withdrawing from course(s). Communicate and inform students of dates and deadlines. Advise students of current account charges and fees including any projections. Resolve problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems. Coordinate with University departments to resolve any student account issue. Fulfill requests by clarifying desired information; completing transactions; forwarding requests. Process over-the-phone credit card payments within PCI compliance including daily reconciliation. Offer payment plan and approved financial options based on students’ current status. Assist with any service related requests such as itemized receipts, book vouchers, tax information, etc.

3. Make service-related outbound phone calls to students and/or parents.

4. Become knowledgeable of all Student Accounts policies and procedures.

5. Properly safeguard funds and account information by adhering to established internal control policies and procedures as well as federal and state guidelines.

6. Keep equipment and University systems operational by following established procedures; reporting malfunctions.

7. Update job knowledge by participating in education opportunities. Participate in regular team meetings and personal conferences with immediate supervisor. Attend and participate in regular training opportunities.

8. Enhance organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

9. Work effectively as a team member, embracing and fostering Liberty University’s mission.

10. Follow all state and federal laws, as well as Liberty University policies and procedures.

11. 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.

12. Perform other duties as assigned.

Qualifications, Credentials, and Competencies

A bachelor's degree in Accounting or Business, knowledge of debt collection methodology, contact center experience, knowledge of Banner, and fluency in Spanish or ASL preferred.

Ability to effectively utilize Microsoft Office Suite, Sharepoint, Bizflow, and Banner. Must be able to work a flexible schedule and not in default on any federal student or parent loans. Individual must not be convicted of, or have 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)). Effective communication both verbally and in writing. Ability to intuitively reason, analyze information and events, and apply judgment in order to solve problems of both a routine and complex nature. Excellent computer and organizational skills. Regularly required to lift 10 or fewer pounds.