The Financial Aid Contact Center (FACC) Agent I is responsible and accountable to the Supervisor - FACC. The mission of the FACC Agent I is to efficiently and accurately process inbound and proactive outbound phone calls, chats, and emails regarding financial aid and the related areas of Financial Check-In while representing the Financial Aid Office in a professional manner. It is the responsibility of the agent to maintain updated and accurate information on each account with which they work. The FACC Agent I is required to attend each training event for which they are scheduled so that they can stay up to date on financial aid topics. Essential Functions and Responsibilities 1. Serves as a primary contact via phone calls, live chats, and emails for students seeking information regarding their financial aid status.
2. Performs proactive outbound calls to provide students with updated information regarding their Financial Aid status.
3. Complete SharePoints, follow up with students and work on Special Projects.
4. Works effectively as a team member, embracing and fostering LU's mission.
5. 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.
6. Performs other duties as assigned.
Qualifications, Credentials, and Competencies A bachelor's degree, fluency in Spanish or ASL, and knowledge of federal/state aid programs including: PELL, FSEOG, FWS, FDLP, VTAG, Voc. Rehab, Institutional aid and scholarships, veterans/military benefits and outside aid is preferred. Proficiency in Microsoft Office suite and ability to utilize Sharepoint, Apex, and Banner software. 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)).
Proper phone etiquette and ability to represent the university in a professional manner is required. 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. Ability to dynamically problem-solve for customers while providing practical information and options. Regularly required to lift 10 or fewer pounds.
