Customer Service Representative

Working Title: Customer Service Representative

State Role Title: Educational 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 - $42,843

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: 12/9/2024

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 counsel student/parents and prospective students/parents on the financial aid process, review verification documents for accuracy, serve as co-manager of the general departmental email box, and serve as the OnBase imaging lead ensuring documents are uploaded in a timely manner to the OnBase Imaging System.

Duties and Responsibilities:

The successful candidate will:

• Counsel student/parents on the financial aid process such as advising them of application process and criteria, and aid eligibility options. Will also review verification documents submitted to the Office of Financial Aid and Scholarships
• Serve as a professional resource representing the financial aid office at on/off campus events such as FAFSA nights, Transfer Orientation, Springboard Orientation and CHOICES. Will assist with other presentation request as needed.
• Serve as OnBase lead uploading documents to the OnBase Imaging System timely manner as to ensure documents are accessible to members of the office. This includes transferring, indexing, and processing emails from the OnBase email server. Assign accurate student identifiers to corresponding documents. Work with other members of the OFAS in cases where assistance is required with retrieving documents.

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
  
  

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.