Working Title: Customer Service Representative

State Role Title: Education Support Specialist II

Position Type: Full-time Staff (Classified)

Position Status: Full-Time

FLSA Status: Non-Exempt: Eligible for Overtime

College/Division: Financial Aid and Scholarships

Department: 100179 - Financial Aid and Scholarships

Pay Band: 3

Pay Rate: Pay Range

Specify Range or Amount: $40,000 - $42,435 

Is this a JMU only position? No

Is this a grant-funded position? No

Is this a Conflict of Interest designated position? No

Beginning Review Date: 11/12/2026

About JMU:

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

General Information:

The Customer Service Representative plays a critical role in supporting students, families, and prospective students throughout the financial aid process. This position provides counseling regarding financial aid applications, eligibility requirements, federal regulations, and available aid programs. The representative analyzes student aid information to support accurate awarding of federal and state financial aid, reviews verification documentation, assists with award adjustments, and supports professional judgment processing.

This position also serves as Co-Manager of the Financial Aid departmental mailbox, ensuring timely and accurate communication with students, families, and campus partners. Additionally, the incumbent serves as the backup to the OnBase Lead/Document Manager, supporting document imaging, indexing, retrieval, and staff training. The position represents the Office of Financial Aid and Scholarships through presentations, outreach activities, FAFSA completion events, and educational workshops both on and off campus.

Duties and Responsibilities:

• 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.

Qualifications:

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.

Additional Posting Information:

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: (540) 568-6991.

Reasonable Accommodation:

If you are an individual with a disability and need assistance searching or applying for jobs please contact us at (540) 568-3597 or jobs@jmu.edu. 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.