Financial Aid Counselor & Student Success Advocate

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

Benefits offered by this job

Generous leave

Comprehensive health coverage

Retirement options

Well-being programs

Tuition waiver program

Job summary

James Madison University in Harrisonburg, VA seeks a Customer Service Representative in the Financial Aid and Scholarships division. The role provides counseling on financial aid applications, eligibility, and programs, and supports accurate awarding of federal/state aid.

You will review documents, assist with professional judgments, and help manage office communications and outreach. The position emphasizes strong customer service, clear communication, and collaboration with campus partners to

Qualifications

• Strong customer service skills to explain complex information clearly and professionally.
• Excellent written and verbal communication.
• 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.

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.

Skills

Customer service

Communication skills

Attention to detail

Time management

Teamwork

MS Office

Tools

MS Office

Job description

James Madison University in Harrisonburg, VA seeks a Customer Service Representative in the Financial Aid and Scholarships division. The role provides counseling on financial aid applications, eligibility, and programs, and supports accurate awarding of federal/state aid.

You will review documents, assist with professional judgments, and help manage office communications and outreach. The position emphasizes strong customer service, clear communication, and collaboration with campus partners to