Financial Aid Service Specialist

Role Overview

• 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.

Requirements

• 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 are 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.
• You bring proven customer service experience, ideally from a call center, help desk, or high-volume support environment.
• You have a 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.
• You stay current with regulatory changes and can interpret new guidance to inform client decisions and ensure compliance.
• You are proficient in financial aid management and student information systems, with strong skills in Microsoft Office applications.
• You are comfortable using AI-enabled tools and can learn new technologies quickly. You can leverage AI for knowledge retrieval, workflow optimization, and client support enhancements and are comfortable working within chatbots, automated ticketing systems, or AI-enhanced help desk platforms to streamline support.
• You are analytical, detail-oriented, and client-focused with strong critical thinking, problem-solving, and organizational skills.
• You have excellent verbal and written communication abilities.
• You can interact confidently with administrative, financial, and operational teams at schools, delivering clear information and support and translating technical guidance for nontechnical audiences.
• You are a collaborative team member in a virtual environment.
• You are available to travel on occasion to client sites and attend conferences to deliver in-person training and strengthen relationships.

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 by ensuring that financial aid processes run smoothly, comply with regulations, and enable access to education for students.
• Stability. You want to join a long-standing, profitable, and growing organization that values excellence, integrity, and lasting relationships. You are looking for a team where your expertise is respected and your contributions matter.
• Professional growth. Many of the senior leaders at FAME began in this role. You will be part of a team that values internal growth and creates clear paths for advancement.