Customer Service Representative

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 Rate: Pay Range

Specify Range or Amount: $39,500-$42,000

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: 06/09/2025

About JMU:

James Madison University is a publicly funded university with a beautiful campus and a supportive community that is committed to preparing students for the future. The university offers excellent comprehensive benefits which include paid vacation, sick, parental, and community service leave in addition to 19 paid holidays a year; affordable health insurance; retirement through the Virginia Retirement System. We also offer a work-life balance and integration program, Balanced Dukes, that is designed to support the overall wellbeing of our employees and a Tuition Waiver Program that allows employees to have tuition waived for undergraduate and graduate level courses taken at JMU.

Visit our Prospective Employee site to learn more about what makes JMU a great place to work: bit.ly/JMUEmployment

General Information:

The Customer Service Representative will play a key role in supporting students and families through the financial aid process. This position is responsible for providing guidance to current and prospective students and their families, reviewing verification documents for accuracy and completeness, and assisting with financial aid adjustments. The representative will also serve as a co-manager of the department’s general email inbox, ensuring timely and accurate communication. Additionally, this role will act as a backup to the OnBase Imaging Lead, helping to ensure that all documents are uploaded promptly and properly into the OnBase Imaging System.

Duties and Responsibilities:

The successful candidate will:
• Provide counseling to students and parents regarding the financial aid process, including guidance on application procedures, eligibility criteria, and available aid options.
• Review and evaluate verification documents submitted to the Office of Financial Aid and Scholarships for accuracy and completeness.
• Assist with minor financial aid adjustments as needed.
• Represent the Office of Financial Aid and Scholarships at on and off-campus events such as FAFSA Nights, Transfer Orientation, Springboard Orientation, and CHOICES.
• Support additional presentation and outreach efforts as requested.
• Serve as a backup to the OnBase Imaging Lead, ensuring timely upload and processing of documents into the OnBase Imaging System. This includes transferring, indexing, and processing emails from the OnBase email server, and assigning accurate student identifiers to all documents to maintain accessibility and data integrity.

Qualifications:

Required:
• Strong attention to detail, resourcefulness, and time-management skills
• Ability to work collectively within a team setting
• Strong written and verbal communication skills
• Strong organizational skills
• Experience with Windows Software (Word, Excel, PowerPoint)

Additional Considerations:
• Experience using Peoplesoft Software
• Experience with OnBase Imaging System

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.