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/ 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 s quickly and performing follow up Communication-creates announcements keeping everyone on the same page Quality Assurance-monitors calls/ s for accuracy

13 Tools IFAP Web site Common Origination and Disbursement Web site School monitoring weekly

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 Unsubstantiated cash Potential Overaward Process (POP) Unbooked loans Who gets them

33

34 The Top Call Reasons Password reset Online changes POP Student calls Rejected records

35 Password Reset Security Administrators –Unlock –Reactivate –Create Deactivations and Resets –Only Security Administrators need to call COD

36 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

37 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?

38 Potential Overaward Process (POP)

39 Pell POP Report

40 Student Calls Why they call What we tell them

41 Where to Call for What Reason

42 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)

43 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

44 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

45 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

46 Troubleshooting Edit Code Rejects 067 Incorrect 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

47 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

48 Questions or Comments? We appreciate your feedback and comments. We can be reached at: Tom or