Financial Aid Service Specialist

Role Overview

• 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.

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 responsive, exercise sound judgment, and understand the importance of tone, timing, and clarity in every exchange.
• You value inclusivity and show respect for differing perspectives.
• 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—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.