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Session 19

Session 19. A Day in the Life of the COD School Relations Center Barbara Davis Thomas Wrinn. Objectives. Customer Service staffing and assistance Tools used to assist schools/borrowers Top call reasons Troubleshooting edit code rejects. Customer Service Staffing and Assistance.

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Session 19

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  1. Session 19 A Day in the Life of the COD School Relations Center Barbara Davis Thomas Wrinn

  2. Objectives • Customer Service staffing and assistance • Tools used to assist schools/borrowers • Top call reasons • Troubleshooting edit code rejects

  3. Customer Service Staffing and Assistance • Typical day of a Customer Service Representative • Specialty teams

  4. Your CSR Team

  5. Typical Day of a Customer Service Representative (CSR) • CSR assignment • Incoming calls/e-mail • Outreach • Issue follow-up

  6. Specialty teams • Reconciliation • Issue Resolution • Workflow • Communication • Quality Assurance

  7. Reconciliation Team

  8. Primary Duties • Pell and Direct Loan Closeout • Cash monitoring and reconciliation • Emergency funding and increase in authorization • Unprocessed de-obligations • Work with schools and CSRs on funding questions/issues

  9. Highlights • Recon team has over 15 years combined experience in COD reconciliation • Integrated database developed to streamline closeout and school cash monitoring • Working with schools to gain monthly reconciliation mentality

  10. Issue Resolution

  11. Issue Resolution • Research possible system issues • Monitor high edit code rejects to locate possible system/school problems • Coordinate school/vendor software testing • Assist software developers with code changes

  12. Workflow, Communication, and Quality Assurance teams • Workflow-helps CSRs maintain the balance between answering calls and e-mails quickly and performing follow up • Communication-creates announcements keeping everyone on the same page • Quality Assurance-monitors calls/e-mails for accuracy

  13. Tools • IFAP Web site • Common Origination and Disbursement Web site • School monitoring weekly e-mail

  14. IFAP

  15. HERA News

  16. What’s New Get it the easy way!

  17. COD Technical Reference

  18. Implementation Guide

  19. Instructions for Processing in the COD system

  20. Technical Reference Processing, cont.

  21. Testing and Appendices

  22. Reports- How to get them, what they do

  23. Common Origination and Disbursement Web site • Funding • Batch Level • Person Level • Help Text

  24. Funding Screen

  25. Cash Activity

  26. Batch Search

  27. Batch Search Results - Person

  28. Batch Search Results – Date Range

  29. Person Screen

  30. Help Text

  31. Help Text

  32. School Monitoring E-mail • Unsubstantiated cash • Potential Overaward Process (POP) • Unbooked loans • Who gets them

  33. The Top Call Reasons • Password reset • Online changes • POP • Student calls • Rejected records

  34. Password Reset • Security Administrators • Unlock • Reactivate • Create • Deactivations and Resets • Only Security Administrators need to call COD

  35. Online Changes • Access • School Users 3, 4 and 5(admin) • Responses • Does your software accept Web responses? • Help Available • COD Customer Service can walk you through the change

  36. Potential Overaward Process (POP) • How it happens • Two schools pay one student over the yearly limit • When does money get taken away? • 30 days from overaward • What do I do to fix this?

  37. Potential Overaward Process (POP)

  38. Pell POP Report

  39. Student Calls • Why they call • What we tell them

  40. Where to Call for What Reason

  41. Edit Code Rejects • 039 (Incorrect Award Amount) • 056 (Sequence Number Not In Sequential Order) • 058 (Duplicate Disbursement Information On File) • 067 (Incorrect Disbursement Amount) • 074 (Incorrect Adjustment to Disbursement Release Indicator)

  42. Troubleshooting Edit Code Rejects 039 Incorrect Award Amount • Common reason • Submitting incorrect data • How to fix the reject • Review Grade Level Academic Dates Annual Award Limits

  43. Troubleshooting Edit Code Rejects 056 Sequence Number Not In Sequential Order • Common reason • Trying to change the disbursement amount or date of a previously accepted disbursement • How to fix the reject • You must increase sequence number

  44. Troubleshooting Edit Code Rejects 058 Duplicate Disbursement Information On File • Common reason • Sending disbursement records that were previously accepted • How to fix the reject • You may need to import recent responses from SAIG

  45. Troubleshooting Edit Code Rejects 067Incorrect Disbursement Amount (sum of the disbursements exceeds award amount) • Common reason • Reducing number of disbursements without adjusting award amount or only sending partial disbursements • POP • How to fix the reject • Review the disbursement amount for each disbursement number and compare to the total award approved • Work with other school(s) to resolve

  46. Troubleshooting Edit Code Rejects 074 Incorrect Adjustment to Disbursement Release Indicator • Common reason • Disbursement Release Indicator changed to “False” after disbursement is funded (actual disbursement) • How to fix the reject • If you are attempting to cancel a disbursement then you must send in an adjustment by reducing the amount to zero

  47. Questions or Comments? We appreciate your feedback and comments. We can be reached at: • Barbara.davis@ed.gov 202.821.3953 • Tom Wrinn @ 1.800.848.0978 or 1.800.474.7268

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