Contact Center Specialist, Financial Aid
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Job Description
Remote Contact Center Specialist at Universal Technical Institute supporting student inquiries via phone and email. Handling high-volume inbound and outbound calls regarding financial aid information.
Responsibilities:
- Handle high-volume inbound and outbound calls to support student inquiries and outreach campaigns
- Respond to student questions and assess financial status
- Understand and accurately address general questions regarding programs, enrollment, and financial aid
- Provide clear guidance on scheduling appointments, completing processes, or transferring to the appropriate team member
- Apply effective communication techniques to manage and resolve concerns professionally
- Work from activity queues in Dynamics CRM
- Document all interactions promptly and accurately, ensuring timely notifications to the appropriate Financial Aid personnel
- Ensure quality and consistency in student messaging
- Maintain a positive and professional tone across all communications
- Achieve daily, weekly, and monthly contact attempt goals for both inbound and outbound campaigns
Requirements:
- Must have a High school diploma or GED (required)
- One (1) years of customer service or call center experience (preferred)
- Experience in higher education, student services, or financial aid (preferred)
- Familiarity with CRM systems (e.g., Microsoft Dynamics), Zoom/Teams for video workshops and basic computer proficiency (required)
Benefits:
- Paid Training
- Tuition Waiver : Tuition waiver for you AND eligible dependents (UTI and Concorde programs)
- Paid Time Off : Vacation, Sick, Flexible PTO, and Holiday pay
- Retirement Matching
- Paid Parental Leave : 4 weeks of paid for birthing and non-birthing parents
- Insurance Coverage : Competitive medical, dental, and vision plans
- Pet Insurance : through ASPCA
- Health Plan Enrollment : Begins the first of the month after one full month of employment
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