Financial Aid Service Specialist, FAME

About the role

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.

What you'll do

• Case management and client support. 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.
• Problem resolution and collaboration. 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.
• Knowledge sharing and process improvement. 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.
• Institutional partnership. 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.

What you bring

• The experience. 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.
• The knowledge. Deep understanding of federal and state financial aid regulations, including NSLDS reporting, eligibility determination, verification processes, and Title IV disbursement requirements. Familiarity with Fame Freedom, Freedom FinAid, Advantage, and Advantage FinAid applications is preferred. Stay current with regulatory changes and can interpret new guidance to inform client decisions and ensure compliance.
• The technical skills. Proficient in financial aid management and student information systems, with strong skills in Microsoft Office applications. Comfortable using AI-enabled tools and can learn new technologies quickly. Can 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. Analytical, detail-oriented, and client-focused with strong critical thinking, problem-solving, and organizational skills.
• The interpersonal 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, exercises sound judgment, and understands the importance of tone, timing, and clarity in every exchange. Values inclusivity and shows respect for differing perspectives.
• The flexibility. Available to travel on occasion to client sites and attend conferences to deliver in-person training and strengthen relationships.

Why join

Aquila is a division of Constellation Software Inc., one of the largest and most successful software companies in Canada. Our entrepreneurial culture, lean environment, and people come together to form a dynamic organization where purpose drives our growth. This is a place where high performance and hard work are rewarded, where leaders are grown, and where the best ideas win. You'll 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.

Interview process

• A virtual interview with a Talent Advisor to discuss your interest in the role and your background. The conversation will be recorded using BrightHire, an AI-powered video interview tool.
• 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, where you will have the opportunity to learn more about their career path and ask any final questions about the role, company, and mission.