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Integrated Customer Service for Pell, Direct Loans, and Campus Based Programs

Learn about the new common origination and disbursement customer service solution that streamlines processes and provides exceptional support for Pell, Direct Loans, and Campus Based programs.

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Integrated Customer Service for Pell, Direct Loans, and Campus Based Programs

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  1. Session 33 Common Origination and DisbursementCustomer Service: The New Integrated Customer Service for Pell, Direct Loans, and Campus Based Session 33-

  2. Agenda • SFA Vision • Customer Service Solution • Transition Approach • Where Does Your Call Go • Wrap Up Session 33-

  3. SFA VISION Session 33-

  4. SFA Vision “The goal of Common Origination and Disbursement is to enable your business process.” Key Modernization Initiative: • Streamlines processes for : • Origination • Disbursement • Funding and Reconciling • Commonality across origination and disbursement process • Integrates Customer Service for: • Pell Grants • Direct Loans • Campus-based programs Session 33-

  5. Customer Service Vision “Common Origination and Disbursement Customer Service is about more than exception processing. It’s about creating a smooth day-to-day Federal Financial Student Aid delivery process to meet your customer needs.” Key Customer Service Initiative: • Provide customer service that anticipates customer needs • Maximize self-service for Pell, Direct Loans, and Campus Based processing • Provide single point of service and combined support for origination and disbursement process Session 33-

  6. COD Benefits for SFA • Promotes program integrity • Fully web-enabled system available at all times (24x7) • Supports consistent and on-going reconciliation for both Pell Grants and Direct Loans • Supports integrated decision-making and customer service • Improves documentation of interaction with schools Session 33-

  7. CUSTOMER SERVICE SOLUTION Session 33-

  8. The Call Center Location Session 33-

  9. Operating Basics • Hours of Operations: 8 a.m to 8 p.m. eastern • Toll-free Customer Service Numbers: Current RFMS Customer Service 1-800-474-7268 Current DLOS Customer Service 1-800-848-0978 • New Mailing Address to come Session 33-

  10. Customer Service“More Than A Call Center” Collect the information Assume nothing Listen to the customer Log the reason of the call + Analyze the information Note results of the analysis/research Substantiate the results of your research What is the root cause of the problem/issue Engage other parties as necessary Respond, resolve and record the result = Answer Session 33-

  11. Customer ServiceSupport Organization Division Manager SFA Support Team School Services Manager Borrower Services Manager Quality Assurance Team Business Analyst Team Training Team Team 1 Reconciliation Team Team 2 Team 3 Team 4 Team 1 Team 2 Session 33-

  12. Primary School Support Primary CSR Secondary CSR Reconciliation Team Representative Additional Team Members School Services Team Quality Assurance Team Session 33-

  13. Customer Service Teams“Who will assist you?” School Services • Primary representative for each School/Servicer • Secondary representative and a team of representatives • Teams assigned by like processes, i.e. software provider • Perform outreach activities Early Bird Team • Begin at 5 a.m. eastern • Identify COD production or processing issues from nightly processes • Create plan to notify schools of processing issues • Respond to “after hours” voice mail box Session 33-

  14. Customer Service Teams“Who will assist you?” Reconciliation Team • Assist with transaction balancing • Provide funds management support • Provide on-site support as needed • Support GAPS & FMS exception research issues Quality Assurance Team • Internal focus • Monitor performance & quality of team representatives • Conduct internal audits of servicer center operations & make recommendations to management • Evaluate customer satisfaction with COD products and services • Process trending analysis Session 33-

  15. On-Line Functionality for Full Participants • Updates to data base via the On-Line/Web • Ability to create award records via the On-Line/Web • Releasing Pending/Action Records from the Web Session 33-

  16. The COD View School Web View CSR Online Same View Highlights: • Student Centric View • School Centric View • Reject Record View • Show All Errors View • Pended Record View COD Data Base Session 33-

  17. Student Centric View SAMPLE Session 33-

  18. School Centric View SAMPLE Session 33-

  19. Reject Record View SAMPLE Session 33-

  20. Show All Errors View Session 33-

  21. Pended Record View SAMPLE Session 33-

  22. Outreach Services • Call campaign for verification • Call campaign for unsubstantiated disbursements • Reject transaction trending • Additional outreach activities as needed • Call and email volume • Identify issue by servicer/developer • Identify issue by Pell, Direct Loan or Campus Based Session 33-

  23. Reporting Tools • Reports generated today • New reports for student/program view • Batch and on-line capability Session 33-

  24. User Acceptance and School Testing Winter/ Spring 2002 Customer service staff integral in SFA’s User Acceptance Testing (UAT) Testing “ Customer Service will support User Acceptance Testing and school testing working as a liaison between the end users and systems development team.” Session 33-

  25. Training Program “Training will contain a strong focus on excellence in Customer Service. Training will be a performance based training method that certifies both knowledge and skill application.” Successful 6-Week training program Individual Training Plan: • Training on program knowledge • Training modules for COD system interfaces • Computer based training • Problem solving/Root cause analysis • Role playing • OJT (On-the-Job-Training) • Self-paced learning packets • Recurrent training based on needs analysis • Annual re-certification Session 33-

  26. TRANSITION APPROACH Session 33-

  27. Virtual Customer Service Center • Single entry point of service • Warm hand-offs and joint calls with RFMS, DLOS, and other support groups • CSR “buddies” • Information sharing between centers Pell COD Campus Based Direct Loans Session 33-

  28. Transition All Origination Disb. Records RFMS Pell Customer Service Center Award Year 01-02 PELL Direct Loan Customer Service Center DL DLOS Common Record COD Database Full Participant SFA Integration Tool Award Year 02-03 03-04 COD Customer Service Center Niagara Falls PELL Phase in Participant DL COD Database Award Year 04-05 All Schools COD Customer Service Center Niagara Falls Common Record Full Participant Session 33-

  29. TransitionThe Virtual Call Center Solution ? ? Award Year 2001-2002 and prior Award Year 2002-2003 Incoming Call(Current Pell and Direct Loan Numbers) Caller chooses award year he/she is calling about Pell Customer Service Loan Origination Customer Service COD Customer Service(Niagara Falls, NY) Team Secondary Rep Primary Rep Session 33-

  30. Other Transition Highlights • November 2002 - Migrate RFMS data to COD • December 2002 - Migrate open DLOS data to COD • Early 2003 - COD center services all inquiries Session 33-

  31. End State:Early 2003 Incoming Call COD Customer Service(Niagara Falls, NY) Team Secondary Rep Primary Rep Session 33-

  32. WHERE DOES YOUR CALL GO? Session 33-

  33. Customer Service Issues Tracking Database Customer Service representatives use the tracking database to: • open new issues • search issues • update history • run reports • track issues • trend data Session 33-

  34. WRAP UP Session 33-

  35. Customer Service“Where to go for answers?” Session 33-

  36. Where to get More Information For frequent updates on COD’s development, check: • The Schools Portal:sfa4schools.sfa.ed.gov • Information for Financial Aid Professionals (IFAP):ifap.ed.gov • Questions regarding COD: Call the SFA Customer Service Call Center at (202)433-7327 Session 33-

  37. School Portal Session 33-

  38. IFAP Session 33-

  39. Other COD Sessions • Pell: 02-03 Processing Changes- Session 29 • Direct Loans: 02-03 Processing Changes- Session 32 • What is the Common Record?- Session 35 • The Big Picture- Session 39 • Tools for Monitoring Pell & Direct Loan Funds- Session 41 • Mini On-Line Session- Session M13 • PC Lab with COD Web Prototype Session 33-

  40. Questions Session 33-

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