Financial Aid Service Specialist

This is a fully remote position, open to applicants in Florida.

📋 Description

• Case management and client support. You will be responsible for triaging incoming cases, calls, and chats related to financial aid software, ensuring prompt and accurate responses. You will assist school administrators in interpreting financial aid policies, regulations, and system functionalities to facilitate effective program management. Providing real-time support via chat and phone with a professional and approachable demeanor is essential. You will strive to deliver same-day responses whenever feasible and maintain consistent follow-up, while handling sensitive client information with confidentiality and integrity.

• Problem resolution and collaboration. You will engage in “swarm” problem-solving sessions aimed at resolving complex issues, utilizing team knowledge and expertise. Participation in group communication channels to share insights and work towards efficient, client-focused solutions will be part of your role. You will also take part in scheduled team meetings, training sessions, and webinars to stay current and aligned.

• Knowledge sharing and process improvement. You will play a role in developing knowledge base articles and standard operating procedures to improve client resources and streamline internal workflows. Continuous learning and knowledge sharing will be part of your contribution to drive ongoing improvement within the team.

• Institutional partnership. You will act as a trusted resource for financial aid professionals at colleges and universities, offering expertise on compliance, packaging processes, and regulatory guidelines. Your role will ensure that institutional staff receive the guidance necessary for effective management of federal aid programs.

⛳️ Requirements

• The experience. You possess a robust background in financial aid administration, including Title IV awarding, packaging, certifying, disbursing, and performing return calculations. Your experience includes serving as a lead advisor or in a similar capacity at a trade school, technical school, college, or university, with a focus on packaging and managing student financial aid. You excel at interpreting and applying federal and state regulations, guiding institutional staff through complex inquiries, and managing cases from initial inquiry to resolution with clear documentation and follow-through. Proven customer service experience, preferably from a call center, help desk, or high-volume support environment, is also part of your profile.

• The knowledge. You have a comprehensive 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. You keep up to date with regulatory changes and can interpret new guidance to inform client decisions and ensure compliance.

• The technical skills. You are proficient in financial aid management and student information systems, with strong capabilities in Microsoft Office applications. Comfort with using AI-enabled tools and the ability to quickly learn new technologies is key. You can leverage AI for knowledge retrieval, workflow optimization, and enhancements in client support and are comfortable working with chatbots, automated ticketing systems, or AI-enhanced help desk platforms to streamline support. You are analytical, detail-oriented, and client-focused, equipped with strong critical thinking, problem-solving, and organizational skills.

• The interpersonal skills. You have exceptional verbal and written communication skills. You can confidently interact with administrative, financial, and operational teams at schools, providing clear information and support while translating technical guidance for non-technical audiences. You are a collaborative team member in a virtual environment, demonstrating responsiveness and sound judgment, understanding the significance of tone, timing, and clarity in every interaction. You value inclusivity and show respect for diverse perspectives.

• The flexibility. You are open to occasional travel to client sites and attending conferences to provide in-person training and strengthen relationships.

🏝️ Benefits

• Purpose. You aspire to be part of a mission-driven organization where your expertise aids schools in remaining compliant, efficient, and focused on student success by ensuring that financial aid processes operate smoothly, adhere to regulations, and enhance access to education for students.

• Stability. You seek to join a long-standing, profitable, and growing organization that prioritizes excellence, integrity, and lasting relationships. You are looking for a team where your expertise is valued and your contributions are significant.

• Professional growth. Many senior leaders at FAME began their careers in this role. You will join a team that appreciates internal growth and establishes clear paths for advancement—whether that involves progressing to a team lead or manager position, or exploring new opportunities in areas such as QA, product development, or consulting. As part of the Constellation Software family, you will also have access to a wide network of companies and the opportunity to explore new roles across a global portfolio. Your development will be supported through mentorship, internal mobility, and opportunities to steer your career in the direction that suits you best.