Customer Service & Financial Aid Lead

Commonwealth of VA Careers; Harrisonburg (VA); On-site; USD 45,000 - 48,000; Full time

Benefits offered by this job

Generous Leave

Health coverage

Retirement plan

Well-being programs

Tuition waiver

Job summary

James Madison University is seeking a Peer Counselor Supervisor/Customer Service Representative in Harrisonburg to lead front-counter student staff, ensure accurate financial aid delivery, and coordinate recruitment, training, and scheduling.

You will supervise Peer Counselors, review FAFSA/ISIR data, process aid adjustments, and collaborate with offices to support enrollment and student success. Strong focus on service, policy interpretation, and training materials is essential.

Qualifications

• Demonstrated experience leading and supervising employees or student staff.
• Excellent interpersonal, customer service, and communication skills.
• Strong organizational and time management abilities in a fast-paced environment.
• Ability to interpret and apply financial aid policies and regulations.
• Experience developing training materials and employee resources.
• Ability to work independently and with teams with a student-centered approach.
• Proficiency with Microsoft Office Suite.

Responsibilities

• Supervise, recruit, hire, train, schedule, and evaluate Peer Counselors and student staff.
• Develop and maintain training materials, policies, and onboarding resources.
• Counsel students and families on financial aid applications and eligibility.
• Manage daily customer service operations and ensure timely responses.
• Co-lead for OnBase document management and training.
• Assist with loan processing and verification activities.
• Coordinate financial literacy presentations and outreach with local schools.

Skills

Leadership

Customer service

Communication

Organization

Policy interpretation

Training materials

Independent work

Tools

Microsoft Office

Job description

James Madison University is seeking a Peer Counselor Supervisor/Customer Service Representative in Harrisonburg to lead front-counter student staff, ensure accurate financial aid delivery, and coordinate recruitment, training, and scheduling.

You will supervise Peer Counselors, review FAFSA/ISIR data, process aid adjustments, and collaborate with offices to support enrollment and student success. Strong focus on service, policy interpretation, and training materials is essential.