Student Financial Aid Counselor

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

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.