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Student Accounts Contact Center Agent I
2 months ago
We are seeking a highly skilled and customer-focused Student Accounts Contact Center Agent I to join our team at Liberty University. As a key member of our Contact Center, you will provide exceptional service to students and families, resolving issues and answering inquiries in a timely and professional manner.
Key Responsibilities- Provide primary contact for students seeking information regarding their student account information, determining requirements, and answering inquiries.
- Handle incoming phone calls, student emails, and live chats, utilizing a working knowledge of University processes and how they affect students' accounts.
- Communicate with students and parents regarding account charges, fees, and financial options, including payment plans and approved financial aid.
- Resolve problems by clarifying issues, researching and exploring answers, and implementing solutions, escalating unresolved problems as needed.
- Process over-the-phone credit card payments within PCI compliance, including daily reconciliation.
- Stay up-to-date on all Student Accounts policies and procedures, adhering to established internal control policies and procedures as well as federal and state guidelines.
- Participate in regular team meetings and personal conferences with immediate supervisor, attending and participating in regular training opportunities.
- Bachelor's degree in Accounting or Business, or related field.
- Knowledge of debt collection methodology, contact center experience, and fluency in Spanish or ASL preferred.
- Ability to effectively utilize Microsoft Office Suite, Sharepoint, Bizflow, and Banner.
- Excellent communication and organizational skills, with ability to work a flexible schedule.
