Peer Counselor Supervisor/Customer Service Representative

James Madison University•Harrisonburg, VA

18d

About The Position

The Peer Counselor Supervisor/Customer Service Representative provides leadership and operational oversight for Peer Counselors serving at the Financial Aid and Scholarships Office front counter. The position ensures accurate, efficient, and compassionate customer service for students, families, and campus partners while supporting financial aid operations. Responsibilities include recruiting, hiring, training, scheduling, and evaluating student employees; maintaining training materials and procedures; and counseling students and families about financial aid applications, eligibility, regulations, professional judgment requests, and aid programs. The role also supports financial aid processing through FAFSA and ISIR review, verification, professional judgment triage, award adjustments, document management, and loan processing support. It coordinates financial literacy presentations and outreach with local high schools and the JMU community, collaborates with university offices, and serves as a backup supervisor for front-counter operations. Employment is contingent upon successful completion of a criminal background check.

Requirements

Demonstrated experience leading, training, and supervising employees or student staff.
Excellent interpersonal, customer service, and communication skills, including 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.

Responsibilities

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.
Co-manage 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.
Co-lead 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.