Aquila · 6 hours ago
Financial Aid Service Specialist, FAME
United States
Full-time
Remote
Mid LevelAquila is a company that invests in B2B/B2G software companies globally, providing support to post-secondary schools through their FAME division. They are seeking a detail-oriented Financial Aid Service Specialist to help institutions navigate complex financial aid processes, ensuring compliance and delivering exceptional customer service across various channels.
ComputerSoftwareSoftware Engineering
Responsibilities
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
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
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
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
Qualification
Required
Strong background in financial aid administration, including Title IV awarding, packaging, certifying, disbursing, and performing return calculations
Experience serving as a lead advisor or in a similar role at a trade school, technical school, college, or university
Experience packaging and managing student financial aid
Skilled at interpreting and applying federal and state regulations
Proven customer service experience, ideally from a call center, help desk, or high-volume support environment
Deep understanding of federal and state financial aid regulations, including NSLDS reporting, eligibility determination, verification processes, and Title IV disbursement requirements
Proficient in financial aid management and student information systems
Strong skills in Microsoft Office applications
Comfortable using AI-enabled tools and can learn new technologies quickly
Analytical, detail-oriented, and client-focused with strong critical thinking, problem-solving, and organizational skills
Excellent verbal and written communication abilities
Ability to interact confidently with administrative, financial, and operational teams at schools
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
Available to travel on occasion to client sites and attend conferences to deliver in-person training and strengthen relationships
Preferred
Familiarity with Fame Freedom, Freedom FinAid, Advantage, and Advantage FinAid applications
Company
Aquila
Aquila eternally invests in market leaders with staying power across enterprise software, vertical SaaS and data.
Founded in 1995
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Conor Smith
CEO / GM, Emphasys Housing Locator
Company data provided by crunchbase