Job Description

Job Description

Job Description

General Description:

The FA Solutions Call Center Agent represents the client school to students and works to increase inquiries, convert applications and retain current students. This position is a high touch, Inbound/Outbound phone solution with high expectations in providing an excellent student experience. The Call Center Agent exhibits superior customer service skills and professionalism throughout daily interactions and communications with students. The Call Center Agent must demonstrate an ability to work independently as well as collaboratively with team members, administrators and staff.

• Ability to work with firm deadline and use outstanding customer service to recruit and retain students.
• Utilize phone and email to communicate with students timely highlighting the features and benefits of the client school.
• Become familiar with recruitment activities, information sessions, orientations, registration events for the client school.
• Occasionally assist students with course selection and registration.
• Advise on financial aid status and next steps.
• Understand the financial process flow including the student payment process
• Work within several VPNs, financial and student information software systems, updating notes, documenting activities
• Toggle between different emails and systems to gather information and provide status updates
• Attend remote training sessions to receive updated information about new programs and services.
• Ability to follow the expectation of treating fellow employees, students and the institution’s guests with professionalism.
• Ability to follow directions and complete tasks accurately as well as accept supervisory input and constructive criticism.
• Other Duties as assigned

• Associate degree or 24 college credits and/or a minimum of 1 year of working in an educational environment, preferably in admissions, registration, financial aid, or student records; or 3 years of relevant experience.
• Strong computer system experience

• Recruiting, management, sales, and/or knowledge of higher education preferred
• Must be able to demonstrate excellent written and oral communication skills
• Goal oriented and intrinsically motivated with superior customer service and networking skills
• Must maintain knowledge of Family Educational Rights and Privacy Act (FERPA) and commit to operating in compliance
• Ability to manage multiple accounts and document/place comments in the system
• Ability to build relationships with students and determine the correct program fit for students’ career and personal goals

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