Financial Aid Service Specialist, FAME

Aquila Software Group • Miramar, FL

9d • Remote

About The Position

For over 45 years, Fame has been a trusted partner to post-secondary schools. We recognize the challenges career school administrators face in managing their institutions, from streamlining operations to ensuring compliance with regulatory requirements. At Fame, we provide the support and tools needed to navigate these complexities and run academic institutions efficiently. Our student information systems, supporting tools, and Admission CRM Software, including powerful EDlumina, help simplify and streamline these processes.

We are looking for a detail-oriented and knowledgeable Financial Aid Service Specialist to join our remote Financial Aid Services team. Reporting to the Director, Product Strategy & Operations, you will help institutions navigate complex financial aid processes—from advising on packaging logic to documenting resolutions—with precision and confidence. You will provide exceptional customer service across all channels, delivering clear and accurate answers to financial aid and software-related questions. You will support school financial aid offices by interpreting policies and regulations, guiding them through system functionality, and ensuring compliance in every interaction. Collaborating with internal teams, you will contribute to achieving seamless client outcomes and maintaining resources, including SOPs and knowledge base articles.

This is a remote-first role from anywhere in the United States, with working hours aligned to the Eastern Time zone.

You are a financial-aid professional—perhaps currently working in a trade school, college, or university—who is ready to bring your expertise to the vendor side. You understand that accuracy, responsiveness, and strict compliance are non-negotiable in supporting institutional aid operations. You have a solid track record of interpreting and applying federal and state regulations.

You are an empathetic and patient communicator who can explain technical or regulatory information in plain, direct language that supports decision-making by administrative users.

Requirements

• The experience. You have a strong background in financial aid administration, including Title IV awarding, packaging, certifying, disbursing, and performing return calculations. You have served as a lead advisor or in a similar role at a trade school, technical school, college, or university, with experience packaging and managing student financial aid. You are skilled at interpreting and applying federal and state regulations, guiding institutional staff through complex questions, and managing cases from inquiry to resolution with clear documentation and follow-through. You bring proven customer service experience, ideally from a call center, help desk, or high-volume support environment.
• The knowledge. You have a deep understanding of federal and state financial aid regulations, including NSLDS reporting, eligibility determination, verification processes, and Title IV disbursement requirements.
• The technical skills. You are proficient in financial aid management and student information systems, with strong skills in Microsoft Office applications. You are comfortable using AI-enabled tools and can learn new technologies quickly. You can leverage AI for knowledge retrieval, workflow optimization, and client support enhancements and are comfortable working within chatbots, automated ticketing systems, or AI-enhanced help desk platforms to streamline support. You are analytical, detail-oriented, and client-focused with strong critical thinking, problem-solving, and organizational skills.
• The interpersonal skills. You have excellent verbal and written communication abilities. You can interact confidently with administrative, financial, and operational teams at schools, delivering clear information and support and translating technical guidance for nontechnical audiences. You are a collaborative team member in a virtual environment. You are responsive, exercise sound judgment, and understand the importance of tone, timing, and clarity in every exchange. You value inclusivity and show respect for differing perspectives.
• The flexibility. You are available to travel on occasion to client sites and attend conferences to deliver in-person training and strengthen relationships.

Nice To Haves

• Familiarity with Fame Freedom, Freedom FinAid, Advantage, and Advantage FinAid applications is preferred.
• You stay current with regulatory changes and can interpret new guidance to inform client decisions and ensure compliance.

Responsibilities

• Case management and client support. You will triage incoming cases, calls, and chats related to financial aid software, ensuring timely and accurate responses. You will assist school administrators with interpreting financial aid policies, regulations, and system functionality to support effective program management. You will offer real-time support through chat and phone with a professional and friendly approach. You will provide same-day responses whenever possible and maintain consistent follow-up, handling sensitive client information with confidentiality and integrity.
• Problem resolution and collaboration. You will participate in “swarm” problem-solving sessions to resolve complex issues, leveraging team knowledge and expertise. You will engage in group communication channels to share insights and work toward efficient, client-focused solutions. You will participate in scheduled team meetings, training sessions, and webinars to remain current and aligned.
• Knowledge sharing and process improvement. You will contribute to the development of knowledge base articles and standard operating procedures to enhance client resources and streamline internal workflows. You will take part in continuous learning and knowledge sharing to drive ongoing improvement across the team.
• Institutional partnership. You will serve as a trusted resource for financial aid professionals at colleges and universities, providing expertise on compliance, packaging processes, and regulatory guidelines. You will ensure that institutional staff have the guidance needed to manage federal aid programs effectively.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed