Peer Counselor Supervisor/Customer Service Representative

James Madison University•Harrisonburg, VA

19d•$45,000 - $47,610

About The Position

The Peer Counselor Supervisor/Customer Service Representative provides leadership and operational oversight for Peer Counselors working at the Financial Aid and Scholarships Office front counter. The role ensures accurate, efficient, and compassionate service to students, families, and campus partners while supporting financial aid operations. The position supervises student employees and coordinates their recruitment, hiring, training, scheduling, and performance evaluation. It also supports financial aid processing, including verification review, professional judgment triage, award adjustments, document management, and loan processing support. The incumbent collaborates with local high schools and the JMU community to deliver financial literacy and financial aid presentations and workshops. Employment is contingent upon successful completion of a criminal background check. New hires must complete an I-9 and provide documentation of identity and work eligibility; JMU uses E-Verify.

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 and 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 about financial aid applications, eligibility requirements, federal regulations, professional judgment requests, and available aid programs.
Manage daily customer service operations and ensure inquiries receive accurate, timely, and professional responses.
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.