Customer Service Representative (Financial Aid and Scholarships)

James Madison University; Harrisonburg (VA); On-site; USD 40,000 - 42,000; Full time

Benefits offered by this job

Generous leave

Health insurance

Retirement benefits

Well-being program

Tuition waiver

Job summary

James Madison University is seeking a Customer Service Representative in the Financial Aid and Scholarships division. The role supports students and families through the financial aid process, providing counseling on applications, eligibility, and aid programs, and assisting with award adjustments and compliance.

As Co-Manager of the departmental mailbox and backup to OnBase tasks, you will ensure timely communication and accurate document handling.

Qualifications

• Strong customer service skills with the ability to communicate clearly and professionally.
• Excellent written and verbal communication skills.
• Strong attention to detail and accuracy.
• Ability to analyze information, identify discrepancies, and resolve problems.
• Strong organizational and time-management skills with multiple priorities.
• Ability to work independently and collaboratively within a team.
• Commitment to outstanding customer service.
• Proficiency with Word, Excel, PowerPoint, Outlook.

Responsibilities

• Counsel current and prospective students and families regarding financial aid applications, eligibility, federal regulations, and aid programs.
• Analyze FAFSA and ISIR data to ensure accurate awarding and compliance.
• Review verification docs and tax information to determine eligibility and compliance.
• Assist with Professional Judgment requests and resolve documentation discrepancies.
• Process and enter award adjustments with accuracy and policies.
• Co-Manager of the financial aid mailbox and respond to inquiries promptly.
• Collaborate with University offices to support enrollment and success.
• Back up OnBase Lead/Document Manager for imaging, indexing, and retrieval.
• Ensure documents are indexed and retrievable with data integrity and confidentiality.
• Provide OnBase training and support to staff.
• Lead outreach at FAFSA events and campus programs.

Skills

Customer service

Written communication

Oral communication

Attention to detail

Organizational skills

Team collaboration

Public speaking

MS Office

Confidentiality

Presentations/outreach

Tools

Microsoft Office

Job description

Working Title:

Customer Service Representative

State Role Title:

Education Support Specialist II

Position Type:

Full-time Staff (Classified)

FLSA Status:

Non-Exempt: Eligible for Overtime

College/Division:

Financial Aid and Scholarships

Pay Band:

3

Pay Range:

$40,000 - $42,435

General Information

The Customer Service Representative plays a critical role in supporting students, families, and prospective students throughout the financial aid process. This position provides counseling regarding financial aid applications, eligibility requirements, federal regulations, and available aid programs. The representative analyzes student aid information to support accurate awarding of federal and state financial aid, reviews verification documentation, assists with award adjustments, and supports professional judgment processing.

This position also serves as Co-Manager of the Financial Aid departmental mailbox, ensuring timely and accurate communication with students, families, and campus partners. Additionally, the incumbent serves as the backup to the OnBase Lead/Document Manager, supporting document imaging, indexing, retrieval, and staff training. The position represents the Office of Financial Aid and Scholarships through presentations, outreach activities, FAFSA completion events, and educational workshops both on and off campus.

Duties and Responsibilities

• Counsel current and prospective students and families regarding financial aid application processes, eligibility requirements, federal regulations, professional judgment requests, and available financial aid programs.
• Analyze FAFSA and ISIR data to ensure accurate awarding of federal and state financial aid and compliance with applicable regulations.
• Review verification documentation, tax information, and supporting materials to determine eligibility and ensure compliance with federal and institutional requirements.
• Assist with the initial review and triage of Professional Judgment requests and work with students to resolve documentation discrepancies.
• Process and enter financial aid award adjustments while ensuring accuracy and compliance with financial aid policies and procedures.
• Serve as Co-Manager of the Financial Aid departmental mailbox by responding to inquiries from students, families, and campus partners in a timely and professional manner.
• Work collaboratively with campus partners including the University Business Office, Registrar's Office, and Centennial Scholars Program to support student enrollment and success.
• Serve as backup to the OnBase Lead/Document Manager by scanning, indexing, archiving, and retrieving documents and emails within the OnBase Imaging System.
• Ensure student documents are appropriately matched, indexed, and available for retrieval while maintaining data integrity and confidentiality.
• Provide OnBase process training and support to new staff when needed.
• Serve as the primary presenter and outreach representative for the Office of Financial Aid and Scholarships at FAFSA completion events, orientations, workshops, high school programs, and campus outreach initiatives.
• Coordinate presentation requests and deliver engaging, accurate financial aid information to students, families, faculty, staff, and community partners.
• Participate in office strategic planning initiatives and other departmental projects as assigned.

Qualifications

Required:

• Strong customer service skills with the ability to communicate complex information clearly and professionally.
• Excellent written and verbal communication skills.
• Strong attention to detail and accuracy.
• Ability to analyze information, identify discrepancies, and resolve problems effectively.
• Strong organizational and time-management skills with the ability to manage multiple priorities.
• Ability to work independently and collaboratively within a team environment.
• Demonstrated commitment to providing outstanding customer service.
• Proficiency with Microsoft Office applications, including Word, Excel, PowerPoint, and Outlook.
• Ability to maintain confidentiality and exercise sound judgment when handling sensitive student information.
• Experience delivering presentations, workshops, or educational outreach programs.

Why Work at JMU?

• Generous Leave: Enjoy paid vacation, sick leave, parental leave, community service leave, and 19 paid holidays annually.
• Comprehensive Health Coverage: Access high-quality health insurance options that fit your needs.
• Retirement Options: Plan for your future with retirement benefits through the Virginia Retirement System.
• Employee Well-Being: Our Balanced Dukes program promotes wellness and work-life integration through resources, events, and support.
• Tuition Waiver Program: Advance your education with our tuition waiver program for undergraduate and graduate courses taken at JMU.

Conditions of Employment

Employment is contingent upon the successful completion of a criminal background check.

E-Verify Notice

After accepting employment, new hires are required to complete an I-9 form and present documentation of their identity and eligibility to work in the United States. James Madison University uses the E-Verify system to confirm identity and work authorization.

EEO Statement

James Madison University is committed to creating and supporting a diverse and inclusive work and educational community that is free of all forms of discrimination. This institution does not tolerate discrimination or harassment on the basis of age, color, disability, gender identity or expression, genetic information, national origin, parental status, political affiliation, race, religion, sex, sexual orientation or veteran status.

We promote access, inclusion and diversity for all students, faculty, staff, constituents and programs, believing that these qualities are foundational components of an outstanding education in keeping with our mission. The university is interested in candidates whose experience and qualifications support an ongoing commitment to this core quality.

Anyone having questions concerning discrimination should contact the Office for Equal Opportunity: [phone].

Reasonable Accommodation

If you are an individual with a disability and need assistance searching or applying for jobs please contact us at [phone] or [e-mail]. You may also visit the JMU Human Resource Office, located at 752 Ott Street, Harrisonburg, VA 22807 and we will be happy to assist you.