Financial Aid Service Specialist, FAME

Aquila Software Group • Miramar, FL

1d • Remote

About The Position

Aquila, a division of Constellation Software Inc., is seeking a Financial Aid Service Specialist to join their remote Financial Aid Services team. This role involves supporting post-secondary schools in navigating complex financial aid processes, ensuring compliance with regulations, and providing exceptional customer service. The specialist will interpret policies, guide users through system functionality, and collaborate with internal teams to achieve client success. This is a remote-first role based in the United States, with working hours aligned to the Eastern Time zone.

Requirements

• Strong background in financial aid administration, including Title IV awarding, packaging, certifying, disbursing, and performing return calculations.
• 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.
• 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.
• Proven customer service experience, ideally from a call center, help desk, or high-volume support environment.
• Deep understanding of federal and state financial aid regulations, including NSLDS reporting, eligibility determination, verification processes, and Title IV disbursement requirements.
• Proficient in financial aid management and student information systems.
• Strong skills in Microsoft Office applications.
• Comfortable using AI-enabled tools and can learn new technologies quickly.
• Analytical, detail-oriented, and client-focused with strong critical thinking, problem-solving, and organizational skills.
• Excellent verbal and written communication abilities.
• Can interact confidently with administrative, financial, and operational teams at schools, delivering clear information and support and translating technical guidance for nontechnical audiences.
• Collaborative team member in a virtual environment.
• Responsive, exercise sound judgment, and understand the importance of tone, timing, and clarity in every exchange.
• Value inclusivity and show respect for differing perspectives.

Nice To Haves

• Familiarity with Fame Freedom, Freedom FinAid, Advantage, and Advantage FinAid applications.
• Ability to leverage AI for knowledge retrieval, workflow optimization, and client support enhancements.
• Comfortable working within chatbots, automated ticketing systems, or AI-enhanced help desk platforms to streamline support.
• Available to travel on occasion to client sites and attend conferences to deliver in-person training and strengthen relationships.

Responsibilities

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

Benefits

• Access to a broad network of companies and the ability to explore new roles across a global portfolio.
• Mentorship, internal mobility, and opportunities to take your career in the direction that works best for you.

What This Job Offers

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