Customer Service Representative

Vaforestry; Fredericksburg (VA); On-site; USD 38,000 - 41,000; Full time

Job summary

University of Mary Washington is seeking a Customer Service Representative in Financial Aid. You will be the first point of contact for students and families, providing information on financial aid programs, processes, and policies.

The role requires accuracy, timeliness, and compassionate service across in-person, phone, email, and virtual interactions. Responsibilities include helping navigate federal, state, institutional, and private aid resources while ensuring compliance with regulations

Qualifications

• Excellent interpersonal and customer service skills.
• Ability to build rapport with diverse populations of students and families.
• Strong problem-solving and conflict-resolution abilities.
• Ability to maintain confidentiality and exercise sound judgment.
• Ability to work independently and collaboratively within a team environment.

Responsibilities

• Serve as the first point of contact for students, families, and campus partners seeking information about financial aid.
• Provide accurate, timely, and compassionate service via in-person, phone, email, and virtual interactions.
• Assist students in navigating federal, state, institutional, and private financial aid resources while ensuring compliance with regulations.

Skills

Interpersonal skills

Customer service

Communication

Confidentiality

Team collaboration

Tech literacy

Equity and inclusion

Conflict resolution

Organization

Multitasking

Financial aid knowledge

Education

Bachelor's degree

Associate degree

Tools

Microsoft Office

Database systems

Job description

Title: Customer Service Representative

VP Area: Provost - UMW

Department: Financial Aid

Campus Location: Main Campus

Advertised Range: $38,000 - $40,863

(A final salary offer will be determined by the selected candidate's qualifications, and is not is not negotiable beyond what is advertised.)

Job Summary/Basic Functions

The University of Mary Washington has an exciting opportunity to join our team as a Customer Service Representative. The Customer Service Representative serves as the first point of contact for students, families, prospective students, and campus partners seeking information regarding financial aid programs, processes, and policies. This highly visible, customer-facing position provides accurate, timely, and compassionate service through in-person, phone, email, and virtual interactions. The representative supports student success by assisting individuals in navigating federal, state, institutional, and private financial aid resources while ensuring compliance with applicable regulations and institutional policies.

This position is not eligible for telework.

Required KSAs/Competencies/Qualifications

• Excellent interpersonal and customer service skills.
  
• Ability to build rapport with diverse populations of students and families.
  
• Strong problem-solving and conflict-resolution abilities.
  
• Ability to maintain confidentiality and exercise sound judgment.
  
• Ability to work independently and collaboratively within a team environment.
  
• Comfort using technology and learning new systems.
  
• Commitment to equity, inclusion, and student-centered service.
  
• Demonstrated commitment to providing outstanding customer service.
  
• Strong verbal and written communication skills.
  
• Ability to explain complex information in a clear, student-friendly manner.
  
• Strong organizational skills and attention to detail.
  
• Proficiency with Microsoft Office applications and database systems.
  
• Ability to manage multiple priorities in a fast-paced environment.

Required Experience:

• Previous experience in customer service, student services, financial services, higher education, or a related field.
  

Required Education:

N/A

Required Licensure:

N/A

Additional Considerations:

• Associate degree in business, finance or accounting or related field or equivalent training and experience.
  
• Bachelor's degree from an accredited college/university in a related field.
  
• Experience in a college or university financial aid office.
  
• Knowledge of federal Title IV financial aid programs and regulations.
  
• Experience with student information systems and document management software.
  
• Bilingual or multilingual communication skills.
  

Excluding currentUMW employees, selected candidate(s) must successfully pass a criminal history background check. Employment verification will be conducted to include current/previous supervisory employment reference checks.

Other financial, credit, driving, background checks or completion of Statement of Economic Interests may be required for certain positions. For more information, please visit http://ethics.dls.virginia.gov/.

The University of Mary Washington adheres to the principle of equal opportunity. The University does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, parental status (including pregnancy), national origin, age, disability, family medical history or genetic information, political affiliation, military service, or other non-merit based factors in recruiting, admitting, enrolling students or hiring and promoting faculty and staff members. Complaints of discrimination should be directed to the EEO officer of the University.

UMW Values Veterans: UMW is a proud member of the Commonwealth of Virginia Values Veterans (V3) Program, authorized under the Code of Virginia (§2.2-2001.2). We are committed to recruiting, hiring, and retaining qualified Veterans and their spouses. Veterans who are hired into state positions may be eligible for additional leave accruals based on their total years of service in the military, National Guard or Reserve. For more information please visit: https://www.dhrm.virginia.gov/employeebenefits.

In support of the Commonwealth’s commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth Alternative Hiring Process (AHP). To be considered for this opportunity, applicants will need to provide their AHP Letter (formerly Certificate of Disability or COD) provided by the Department for Aging & Rehabilitative Services (DARS) or the Department for the Blind & Vision Impaired (DBVI). Service-Connected Veterans are encouraged to answer Veteran status questions and submit their disability documentation, if applicable, to DARS/DBVI to get their AHP Letter. Requesting an AHP Letter can be found at AHP Letteror by calling DARS at 800-552-5019.

Note:

Applicants who received a Certificate of Disability from DARS or DBVI dated between April 1, 2022- February 29, 2024, can still use that COD as applicable documentation for the Alternative Hiring Process.