Financial Aid Advisor & Student Support Specialist

Commonwealth of VA Careers; Harrisonburg (VA); On-site; USD 40,000 - 42,000; Full time

Benefits offered by this job

Generous Leave

Comprehensive Health Coverage

Retirement Options

Employee Well-Being

Tuition Waiver Program

Job summary

James Madison University in Harrisonburg, VA is seeking a Customer Service Representative in the Financial Aid and Scholarships office. The role involves counseling students and families on financial aid applications, eligibility, and programs, and supporting accurate federal and state aid awarding.

The position also coordinates communications, assists with verifications and professional judgment, and serves as co-manager of the departmental mailbox with outreach duties at FAFSA events and

Qualifications

• Strong customer service skills with ability to explain complex information clearly.
• 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.
• Ability to work independently and collaboratively within a team.
• Demonstrated commitment to outstanding customer service.
• Proficiency with Microsoft Office (Word, Excel, PowerPoint, Outlook).
• Ability to maintain confidentiality and exercise sound judgment with sensitive data.
• Experience delivering presentations, workshops, or outreach programs.

Responsibilities

• Counsel current and prospective students and families regarding financial aid applications and programs.
• Analyze FAFSA and ISIR data to ensure accurate federal/state aid awarding.
• Review verification documents and tax information for eligibility and compliance.
• Assist with initial review of Professional Judgment requests and resolve documentation discrepancies.
• Process and enter financial aid award adjustments with accuracy and compliance.
• Co-Manager of the Financial Aid mailbox, responding to inquiries timely and professionally.
• Collaborate with University Business Office, Registrar, and Centennial Scholars to support enrollment.
• Backup to OnBase Lead/Document Manager; scan, index, archive, retrieve documents and emails.
• Ensure documents are indexed and retrievable with data integrity and privacy.
• Provide OnBase process training and support to new staff.
• Present and outreach for FAFSA events, orientations, workshops, high school programs.
• Coordinate presentations and deliver accurate financial aid information to stakeholders.
• Participate in office strategic planning and other projects.

Skills

Strong customer service skills

Excellent written and verbal skills

Attention to detail

Analyze information and resolve issues

Organizational and time management

Independent and collaborative work

Commitment to customer service

Microsoft Office proficiency

Confidentiality and sound judgment

Presentations/outreach experience

Job description

James Madison University in Harrisonburg, VA is seeking a Customer Service Representative in the Financial Aid and Scholarships office. The role involves counseling students and families on financial aid applications, eligibility, and programs, and supporting accurate federal and state aid awarding.

The position also coordinates communications, assists with verifications and professional judgment, and serves as co-manager of the departmental mailbox with outreach duties at FAFSA events and