Military Affairs Contact Center Agent I

Job Description Summary

The Military Affairs Contact Center Agent I performs duties that involve counseling students on benefit eligibility and steps to initiate funding to continue in their educational journey, providing resources for various military student needs, making outbound contacts to remind students of important deadlines and assist the processing teams to ensure all processes are completed within a timely manner in order to offer top-notch customer service for all military students.

Essential Functions And Responsibilities

• After successfully completing our required training class, employees must possess the ability to counsel students regarding Tuition Assistance, GI BILL, and Liberty Military Benefits in a call center environment.
• Assist students with completing their academic goals by assisting them with the enrollment process, financial check in, and customer service needs in a call center environment.
• Conduct outbound customer service calls to assist military students with their military account and submitting proper forms to complete financial check in.
• Ability to efficiently process financial documents as well as other paperwork required for a military students to meet their academic goals.
• May be assigned to work Chat and email queues as needed.
• Must possess strong written and verbal communication as well as a good eye for detail.
• Daily duties are subject to change based on need and growth of our student population.
• Perform miscellaneous tasks or responsibilities at the direction of assigned department leadership.
• 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.
  
  
  

Qualifications And Credentials

Preferred Qualifications:

• Bachelor’s Degree preferred
• Fluent in Spanish or American Sign Language
  
  
  

Minimum Qualifications:

• Customer Service experience required
• Prior office experience required
• 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))
  
  
  

ABILITIES AND COMPETENCIES ESSENTIAL TO THE FUNCTION OF THE JOB

Communication and Comprehension

• Experience in call or contact center preferred.
• An in-depth understanding of proper phone etiquette and call demeanor; exceptional verbal and written communication skills.
• Responsible to be knowledgeable on military and veteran benefit policy, and help Military Affairs.
• An in-depth knowledge of Tuition Assistance and Veteran Benefit processing and an eye for detail to properly counsel students.
• Capacity to represent the department and university in a professional manner.
• Proficiency in Microsoft Outlook and Word, and a common knowledge of Power Point and Excel; familiarity with SharePoint, CRM, and Banner INB is strongly preferred.
• During peak times, will fulfill necessary roles within the team as needed.
  
  
  

Problem Solving

• Intuitively able to reason, analyze information and events, and apply judgment in order to solve problems of both a routine and complex nature, for the purpose of developing and implementing departmental strategies.
  
  
  

Physical and Sensory Abilities

• Frequently required to sit for extended periods to perform deskwork or type on a keyboard.
• Regularly required to hear and speak in order to effectively communicate orally.
• Occasionally required to stand, walk, and climb stairs to move about the building.
• Ability to work second shift hours.
  
  
  

WORKING CONDITIONS

Work Environment

The office working environment in which one will typically perform the essential functions of this position is a climate-controlled call center office setting. It is well-lighted and the noise level is moderate to loud.

Driving Requirements

There are no driving requirements for this position.

Disclaimer Liberty University’s hiring practices and EEO Statement are fully in 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 preference to members of their own religion. Liberty University is in that category.