Working Title: Federal Work Study Supervisor/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 Rate: Pay Range

Specify Range or Amount: $44,000 - $46,351

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: 09/22/2025

About JMU:

At James Madison University (JMU), we’re more than just a publicly funded institution — we’re a vibrant, welcoming community nestled 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 Federal Work Study Supervisor/Customer Service Representative provides leadership and operational oversight for student employees serving at the front counter of the Financial Aid Office. This role ensures the delivery of efficient, accurate, and compassionate customer service to students, families, and visitors. In addition to supervising daily operations for FWS, the position supports outreach efforts by participating in financial aid presentations and workshops with local high schools and the James Madison University (JMU) community, promoting financial literacy and fostering strong community engagement.

Duties and Responsibilities:

• Supervise and mentor Federal Work Study (FWS) student employees at the Financial Aid front counter, ensuring professional and accurate service.
• Manage daily customer service operations, maintaining a welcoming and efficient environment.
• Ensure compliance with financial aid policies and accurate dissemination of information.
• Partake in presentations and workshops to promote financial literacy within JMU and local schools.
• Serve as a communication link between student staff and office leadership to support team alignment and service goals.

Qualifications:

Required Qualifications:

• Proven leadership and interpersonal skills with the ability to supervise, train, and support financial aid staff.
• Ability to communicate complex financial aid policies, regulations, and procedures clearly and empathetically to students, families, and colleagues.
• Strong attention to detail and accuracy when reviewing financial aid applications, awards, and compliance documentation.
• Resourcefulness and effective time-management skills in handling high-volume caseloads.
• Demonstrated ability to foster collaboration and maintain a positive, student-focused team environment.
• Excellent written and verbal communication skills for both technical documentation and student advising.
• Strong organizational skills with the ability to manage workflow, monitor progress, and ensure regulatory compliance.
• Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint) for reporting, presentations, and data analysis.

Additional Considerations:

• Experience using PeopleSoft or similar student information systems for financial aid processing.
• Background in public speaking, training, or educational outreach, particularly related to financial literacy or aid awareness.

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.