Financial Aid Service Specialist, FAME

About this role

We are excited to speak to you about this opportunity. If you are interested in joining our growing team, please apply to thislinkdirectly.
Who we are
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.
Who we need
For over 45 years, Fame has been a trusted partner to post-secondary schools. We recognize the challenges career school administrators face in managing their institutions, from streamlining operations to ensuring compliance with regulatory requirements. At Fame, we provide the support and tools needed to navigate these complexities and run academic institutions efficiently. Our student information systems, supporting tools, and Admission CRM Software, including powerful EDlumina, help simplify and streamline these processes.
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 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.
This is a remote-first role from anywhere in the United States, with working hours aligned to the Eastern Time zone.
Who you are
You are a financial-aid professional—perhaps currently working in a trade school, college, or university—who 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.
What’s in it for you
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 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.
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.

Here’s what…