Financial Aid Front Desk Supervisor & Peer Counselor Lead

James Madison University; Harrisonburg (VA); On-site; USD 45,000 - 48,000; Full time

Benefits offered by this job

Generous Leave

Comprehensive Health Coverage

Retirement Options

Tuition Waiver Program

Employee Well-Being

Job summary

James Madison University in Harrisonburg, VA seeks a Peer Counselor Supervisor/Customer Service Representative to lead the front counter team in the Financial Aid and Scholarships Office. You will supervise Peer Counselors, coordinate recruitment, and ensure accurate financial aid processing while delivering compassionate service to students and families.

You will also help develop training materials, manage inquiries, and collaborate with campus offices to support enrollment and success.

Qualifications

• Demonstrated experience leading, training, and supervising employees or student staff.
• Excellent interpersonal, customer service, and communication skills with the ability to explain complex information clearly and professionally.
• Strong organizational and time-management skills with the ability to manage multiple priorities in a fast-paced environment.
• Ability to interpret and apply financial aid policies, procedures, and federal regulations.
• Strong attention to detail and commitment to accuracy when reviewing documentation and processing records.
• Experience developing training materials, procedures, and employee resources.
• Ability to work independently and collaboratively while maintaining a student-centered approach to service.

Responsibilities

• Supervise, recruit, hire, train, schedule, and evaluate Peer Counselors and student employees serving at the Financial Aid Office front counter.
• Develop, maintain, and update training materials, policies, procedures, and onboarding resources for Peer Counselors.
• Counsel current and prospective students and families regarding financial aid applications, eligibility requirements, federal regulations, professional judgment requests, and available aid programs.
• Manage daily customer service operations and ensure accurate, timely, and professional responses to inquiries.
• Serve as co-manager of the Financial Aid departmental mailbox and monitor communications to ensure exceptional customer service.
• Collaborate with university offices including the University Business Office, Registrar's Office, and Centennial Scholars Program to support student enrollment and success.
• Review FAFSA and ISIR data for accuracy and compliance with federal regulations and assist with verification processing and professional judgment request triage.
• Process and adjust financial aid awards while maintaining accuracy and compliance with institutional, state, and federal regulations.
• Serve as Co-Lead for OnBase document management processes, including document imaging, indexing, archiving, workflow monitoring, and training.
• Assist the Loan Team with research, reconciliation, and resolution of student loan records and discrepancies.
• Coordinate and participate in financial literacy presentations, workshops, and outreach activities for local high schools and the JMU community.
• Serve as backup supervisor for front counter operations and participate in departmental strategic planning initiatives.

Skills

Leadership

Supervisory experience

Customer service

Communication

Organizational skills

Policy interpretation

Training materials

Attention to detail

Independent & collaborative work

MS Office

Tools

Microsoft Office Suite

Job description

James Madison University in Harrisonburg, VA seeks a Peer Counselor Supervisor/Customer Service Representative to lead the front counter team in the Financial Aid and Scholarships Office. You will supervise Peer Counselors, coordinate recruitment, and ensure accurate financial aid processing while delivering compassionate service to students and families.

You will also help develop training materials, manage inquiries, and collaborate with campus offices to support enrollment and success.