[Hiring] Financial Aid Service Specialist @Aquila Software Group

Role Description

We are looking for a 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.

Qualifications

• 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 have a deep understanding of federal and state financial aid regulations, including NSLDS reporting, eligibility determination, verification processes, and Title IV disbursement requirements.
• You are proficient in financial aid management and student information systems, with strong skills in Microsoft Office applications.
• You have excellent verbal and written communication abilities.
• You are available to travel on occasion to client sites and attend conferences to deliver in-person training and strengthen relationships.

Requirements

• 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.

Benefits

• Purpose: You want to be part of a mission-driven organization where your expertise helps schools remain compliant, efficient, and focused on student success.
• Stability: You want to join a long-standing, profitable, and growing organization that values excellence, integrity, and lasting relationships.
• Professional growth: Many of the senior leaders at FAME began in this role, with clear paths for advancement.

How you will make an impact:

• Case management and client support: You will triage incoming cases, calls, and chats related to financial aid software, ensuring timely and accurate responses.
• Problem resolution and collaboration: You will participate in “swarm” problem-solving sessions to resolve complex issues, leveraging team knowledge and expertise.
• Knowledge sharing and process improvement: You will contribute to the development of knowledge base articles and standard operating procedures.
• Institutional partnership: You will serve as a trusted resource for financial aid professionals at colleges and universities.

Here’s what you bring:

• The experience: Proven customer service experience, ideally from a call center, help desk, or high-volume support environment.
• The knowledge: Familiarity with Fame Freedom, Freedom FinAid, Advantage, and Advantage FinAid applications is preferred.
• The technical skills: Comfortable using AI-enabled tools and can learn new technologies quickly.
• The interpersonal skills: You are a collaborative team member in a virtual environment.
• The flexibility: You are available to travel on occasion to client sites and attend conferences.

What you can expect from our interview process:

• A virtual interview with a Talent Advisor will discuss your interest in the role and your background in family services and counselling.
• A virtual technical interview with the Manager, Customer Success to review your financial knowledge and customer service approach.
• A virtual interview with the CEO, FAME.