Student Financial Aid Counselor & Outreach Specialist

JMU Careers; Harrisonburg (VA); Sur place; USD 40 000 - 42 000; Plein temps

Résumé du poste

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, advises on applications, eligibility, regulations, and aid programs, and collaborates with campus partners to ensure accurate disbursement and compliance.

Responsibilities include counseling, handling FAFSA/ISIR data, verifying documents, managing Professional Judgment requests, and presenting at FAFSA

Qualifications

• Strong customer service skills with the ability to communicate complex information clearly and professionally.
• Excellent written and verbal communication skills.
• 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.
• Demonstrated commitment to providing outstanding customer service.
• Proficiency with Microsoft Office applications, including Word, Excel, PowerPoint, and Outlook.
• Ability to maintain confidentiality and exercise sound judgment when handling sensitive student information.
• Experience delivering presentations, workshops, or educational outreach programs.

Responsabilités

• 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.

Connaissances

Customer service

Communication

Attention to detail

Organizational skills

Time management

Independence / teamwork

Confidentiality

Presentations

Outils

Microsoft Word

Microsoft Excel

PowerPoint

Outlook

Description du poste

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, advises on applications, eligibility, regulations, and aid programs, and collaborates with campus partners to ensure accurate disbursement and compliance.

Responsibilities include counseling, handling FAFSA/ISIR data, verifying documents, managing Professional Judgment requests, and presenting at FAFSA