Job Description

Contact Center Specialist - Financial Aid

Location: Fully remote

Hours: Must be able to work West coast time zone (PST/MST) 2 days 11am-8pm, 3 days 8am-5pm, and one Saturday shift every 2-3 months

Pay Range: $20 - $22/hr + full benefits

Join Universal Technical Institute as a remote Contact Center Specialist! You'll be answering general questions, scheduling student appointments, or transferring calls to a functional Financial Aid team member. This position serves as a call center representative supporting both inbound and outbound call campaigns. This position also functions as a point of contact for inquiring and enrolled students interested in attending one of Universal Tech's technical programs.

This is an excellent entry-level opportunity for individuals who are detail-oriented, fast learners, and able to thrive in a fast-paced, customer-focused environment. Recent college graduates with strong learning agility and candidates from customer service, call center, hospitality, and other fast-paced customer-centric industries are encouraged to apply. No prior financial aid experience requiredpaid training is provided.

What We Offer:

• $20 - $22/hr, based on experience
• 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

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.
• Other duties as assigned

Qualifications

Education / Experience

• 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)

Skills

• Ability to use good judgment, problem-solving and decision-making skills
• Ability to maintain confidentiality and manage sensitive information with discretion
• Ability to work in a fast-paced environment where deadlines are essential and multiple projects are worked simultaneously

About Us:

It's all about reputation. 60 years of experience, trusted by 35+ industry-leading brands, 16 campuses, and 16 technical programs. But it's not all about the numbers. Here at Universal Technical Institute and its family of schools, we care about YOU. We care about making a change in the lives of our employees and our students. We're on a mission to expand our reach and increase our impact, one life at a time and that starts with yours...Come and be a part of our legacy!

#LI-AA1

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