Customer Service Supervisor

Working Title: Customer Service Supervisor

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: $48,000 - $49,641

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: 02/28/2025

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 Office of Financial Aid and Scholarships seeks a Customer Service Supervisor to join us in supporting the University's mission by managing and training the front counter staff, overseeing and ensuring the accuracy of our document imaging processes, and counseling parents and students on financial aid topics. We are a customer-service oriented office with a strong commitment to quality, integrity, and professionalism.

Duties and Responsibilities:

• Supervise all counselors and provide on-going training to improve their knowledge and skill level in a fast paced, frequently changing, environment. This includes scheduling for phone coverage, email volume and walk ups to our front counter.
• Supervise OnBase imaging of office documents and ensure that the Imaging Coordinator meets deadlines and completes job responsibilities in a timely, accurate manner.
• Coordinates financial aid education and counseling, including 1) on campus counseling of current and prospective students and their parents, 2) participating in outreach programs to educate our local community about financial aid (e.g., high school FAFSA workshops, etc., 3) participating in on-campus events requiring a financial aid presence (e.g., Open Houses, Choices, coordinated presentations with Admissions, etc.) and 4) meeting with individuals from other JMU departments to assist with financial aid education through programs and workshops (e.g., FAFSA completion workshops, etc.)
• Counsels JMU student/parents and prospective students/parents, advising them of application processes and criteria, federal regulatory issues, status of application, professional judgment, and financial aid eligibility options. Works closely with other JMU offices (University Business Office, Registrar's Office and CSP Office) to facilitate the initial and on-going enrollment of students. Monitors personal and verification email inbox.

Qualifications:

Required:

• Ability to work independently with minor supervision and to work effectively with other employees both within the department and across the University community as a whole.
• Ability to manage a customer support team
• Ability to present to groups gathered to learn about financial aid, including high school and JMU students and their parents.

Additional Considerations:

• Successful applicants with a working knowledge of student loans, grants and scholarships are preferred

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.