[Remote] Financial Aid Service Specialist, FAME

Note: The job is a remote job and is open to candidates in USA. Aquila is a dynamic company that invests in B2B/B2G software companies globally. They are seeking a Financial Aid Service Specialist to support post-secondary institutions in navigating complex financial aid processes, ensuring compliance, and providing exceptional customer service.

Responsibilities

• 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
• 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
• 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
• 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

Skills

• Strong background in financial aid administration, including Title IV awarding, packaging, certifying, disbursing, and performing return calculations
• Experience serving as a lead advisor or in a similar role at a trade school, technical school, college, or university
• Experience packaging and managing student financial aid
• Skilled at interpreting and applying federal and state regulations
• 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
• Ability to interact confidently with administrative, financial, and operational teams at schools
• Collaborative team member in a virtual environment
• Responsive, exercises sound judgment, and understands the importance of tone, timing, and clarity in every exchange
• Values inclusivity and shows respect for differing perspectives
• Available to travel on occasion to client sites and attend conferences to deliver in-person training and strengthen relationships
• Familiarity with Fame Freedom, Freedom FinAid, Advantage, and Advantage FinAid applications

Benefits

• This is a remote-first role from anywhere in the United States, with working hours aligned to the Eastern Time zone.
• You will gain a broader understanding of the education and financial aid landscape, working closely with institutions to see how technology and compliance intersect to support student success.
• You will be part of a team that values internal growth and creates clear paths for advancement—whether that means moving into a team lead or manager role, or exploring new opportunities in areas like QA, product development, or consulting.
• As part of the Constellation Software family, you will also have access to a broad network of companies and the ability to explore new roles across a global portfolio.
• Your growth will be supported through mentorship, internal mobility, and opportunities to take your career in the direction that works best for you.
• You will participate in scheduled team meetings, training sessions, and webinars to remain current and aligned.
• You will take part in continuous learning and knowledge sharing to drive ongoing improvement across the team.
• You are available to travel on occasion to client sites and attend conferences to deliver in-person training and strengthen relationships.
• Accommodations are available on request for candidates taking part in all aspects of the selection process.

Company Overview