Misty Sabouneh, Campus Logic Sara Wilson, Student Connections NCHER 2019 Best Practices to Support Student and Parent Borrowers: “Welcome to Our Beach House” Misty Sabouneh, Campus Logic Sara Wilson, Student Connections

Issues in Student Success $1.5B Off by thousands 40% low-income 65% don’t understand $500 scholarship

Best Practices Before/During School

University of Phoenix: Financial Plan

UoPX: Funds Acceptance Students create a financial plan that can include estimated Pell, scholarships, personal contributions, tuition reimbursement, and other benefits. The plan defaults to student accepting a loan in the amount that covers remaining tuition and fees. If a student wants a higher loan amount, a custom loan amount must be entered. Students can modify loan amounts at a later time.

UoPX: Expected Costs System will provide expected costs, including non course related charges and discounts. The Financial Plan Summary displays in the right rail of most screens- with total program cost visible at the top. iGrad is available to students throughout the system.

UoPX: Estimating Repayment NSLDS data included to show total amount borrowed by student at other institutions. Future borrowing estimated based on borrowing behavior to date. Estimated standard monthly payment displayed. System tracks against aggregate limits and will send notification if student may hit limit.

App-based Learning

App-based Learning

Debt Check Debt disclosures – low tech solution to debt awareness Goal to reduce over borrowing Emails allow for better tracking/ reporting

Texting to Save Students – Case Study MAC saved 242/250 students at risk for dropping due to non-payment Texts pushed fast adoption of new financial services processes Text alerts saved all but 8 of the 250 students at risk of getting dropped

Digital Communications

Digital Communications

Bringing in External Funding SponsoredScholar GoFundMe approach (Case Study: $7 Million) ScholarshipUniverse External Data Base (Case Study: $6 Million)

Best Practices After School

Data-driven Outreach Predictive analytics guide and customize borrower communication strategy: Best method to contact Right time to contact Integrated set of tools to increase right party contacts: Advanced call center tools Multi-channel communications All results tracked in proprietary system

Borrower-centric Resources

New and Innovative Practices

Your Audience Is Changing Daily

Optimize Mobile & Online Channels The average college student brings 7 Internet-connected devices to campus 60% of Gen Zers (born 1997–2016) won’t use an app or website that’s too slow to load; 62% will close out of a site that’s too hard to navigate 77% of Gen Zers say they want relevant information from their colleges via text More than half of smartphone users used their phone to look up health information or do online banking within the last year

A.I./Chatbot

Questions?