Financial Aid Specialist

Aquila

full-time

Posted on: 9/4/2025

Location: 🇺🇸 United States

✨ AI Apply

Mid-LevelSenior

About the role

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
Offer real-time support through chat and phone; provide same-day responses whenever possible and maintain consistent follow-up
Participate in "swarm" problem-solving sessions; engage in group communication channels to resolve complex issues
Contribute to development of knowledge base articles and standard operating procedures
Serve as a trusted resource for financial aid professionals, guiding institutional staff on compliance, packaging processes, and regulatory guidelines
Collaborate with internal teams and report to Director, Product Strategy & Operations

Strong background in financial aid administration, including Title IV awarding, packaging, certifying, disbursing, and return calculations
Experience as a lead advisor or similar role at a trade school, technical school, college, or university
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
Familiarity with Fame Freedom, Freedom FinAid, Advantage, and Advantage FinAid applications preferred
Proficiency in Microsoft Office applications
Comfortable using AI-enabled tools, chatbots, automated ticketing systems, or AI-enhanced help desk platforms
Analytical, detail-oriented, client-focused with strong critical thinking, problem-solving, and organizational skills
Excellent verbal and written communication skills
Availability to travel occasionally to client sites and attend conferences