Financial Aid Service Specialist, FAME

Financial Aid Service Specialist

At Aquila, we invest in category-defining B2B/B2G software companies globally, acting as a thought-partner, striving for the success of our companies in the long term. We are a well-managed, profitable company that operates like a startup with the financial backing of a parent company. For our people, this means limitless possibilities.

We are unapologetically unique, pivoting to respond to the needs of the multiple markets we operate in. We have ambitious goals, and we are looking for genuine contributors with integrity, energy, flexibility, and loyalty. We are investing in building future leaders who can take an idea and make things happen.

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 processesfrom advising on packaging logic to documenting resolutionswith 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.

You are a financial-aid professionalperhaps currently working in a trade school, college, or universitywho is ready to bring your expertise to the vendor side. You understand that accuracy, responsiveness, and strict compliance are non-negotiable in supporting institutional aid operations. You have a solid track record of interpreting and applying federal and state regulations. You are an empathetic and patient communicator who can explain technical or regulatory information in plain, direct language that supports decision-making by administrative users.

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. You are motivated by work that reduces administrative burden and improves the ability of schools to serve their communities.

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. You will gain a broader understanding of the education and financial aid landscape, working closely with institutions to see how technology and compliance intersect to support student success.

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 advancementwhether 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.

How you will make an impact:

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

Heres what you bring:

• The experience. 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.
• The knowledge. 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.
• The technical skills. 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.
• The interpersonal 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.
• The flexibility. You are 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 and the most successful technology stock in Canada over the last 10 years [TSE: CSU].

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. With the autonomy to be creative and curious, we collaborate and iterate to achieve real impact in the communities we support.

We spend our days asking questions and challenging the status quo, manipulating our structure, roles, and internal operations in order to stay ahead in a competitive landscape.

If you share our growth mindset, relationship-focused approach, and high moral fiber, you will thrive at Aquila.

Apply now. Diversity and inclusion are not mere words on paper to us. We welcome and appreciate candidates with a range of backgrounds and experiences. If you have most of the qualifications we are seeking, and want to play an integral role in our success, apply to express your interest.

What you can expect from our interview process:

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

Aquila welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.