Business Operations Associate
Togetherhood
Job Level
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
Requirements
- 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
