Customer Service Representative

At James Madison University (JMU), we're more than just a publicly funded institution - we're a vibrant, welcoming community located on a stunning campus where innovation, collaboration, and personal growth thrive. Our mission is to prepare students for a bright future, and we believe that starts with supporting the people who make it all possible: our employees.

Why Work at JMU? We offer a comprehensive benefits package designed to support your professional journey and personal wellbeing:

• 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.

At JMU, we believe in Being the Change - and that starts with creating an environment where you can grow, contribute meaningfully, and feel supported every step of the way.

Discover what makes JMU a great place to work: bit.ly/JMUEmployment

• 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.

Required:

• 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.