Note: The job is a remote job and is open to candidates in USA. Fame is a trusted partner to post-secondary schools, providing support and tools to navigate financial aid processes. They are seeking a Financial Aid Service Specialist to assist institutions with financial aid compliance, customer service, and problem resolution while collaborating with internal teams.
Responsibilities
- 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
Skills
- Strong background in financial aid administration, including Title IV awarding, packaging, certifying, disbursing, and performing return calculations
- Experience packaging and managing student financial aid
- 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
- Collaborative team member in a virtual environment
- Responsive, exercise sound judgment, and understand the importance of tone, timing, and clarity in every exchange
- Value inclusivity and show respect for differing perspectives
- Available to travel on occasion to client sites and attend conferences to deliver in-person training and strengthen relationships
- Familiarity with Fame Freedom, Freedom FinAid, Advantage, and Advantage FinAid applications
Benefits
- Remote Financial Aid Services team
- Working hours aligned to the Eastern Time zone
- Part of a mission-driven organization
- Long-standing, profitable, and growing organization
- Internal growth and creates clear paths for advancement
- Access to a broad network of companies and the ability to explore new roles across a global portfolio
- Growth supported through mentorship, internal mobility, and opportunities to take your career in the direction that works best for you
- Participate in scheduled team meetings, training sessions, and webinars to remain current and aligned
- Continuous learning and knowledge sharing to drive ongoing improvement across the team
- Serve as a trusted resource for financial aid professionals
- Available to travel on occasion to client sites and attend conferences to deliver in-person training and strengthen relationships
- Virtual interview with a Talent Advisor
- Virtual technical interview with the Manager, Customer Success
- Virtual interview with the CEO, FAME
- Accommodations are available on request for candidates taking part in all aspects of the selection process
Company Overview