Peer Counselor Supervisor/Customer Service Representative (Financial Aid and Scholarships)

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

Working Title:

Peer Counselor Supervisor/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:

$45,000 - $47,610

General Information

The Peer Counselor Supervisor/Customer Service Representative provides leadership and operational oversight for Peer Counselors serving at the front counter of the Financial Aid and Scholarships Office. This position ensures the delivery of accurate, efficient, and compassionate customer service to students, families, and campus partners while supporting key financial aid operations.

In addition to supervising Peer Counselors, this role coordinates recruitment, training, scheduling, and performance management activities for student employees. The position also supports financial aid processing through verification review, professional judgment triage, award adjustments, document management, and loan processing support. The incumbent collaborates with local high schools and the James Madison University (JMU) community to deliver presentations and workshops promoting financial literacy and financial aid awareness.

Duties and 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.

Qualifications

Required:

• 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.
• Proficiency with Microsoft Office Suite, including Word, Excel, and PowerPoint.

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.