Peer Counselor Supervisor/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

• 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.

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.