1. 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

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

3. Best Practices Before/During School

4. University of Phoenix: Financial Plan

5. 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.

6. 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.

7. 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.

8. App-based Learning

9. App-based Learning

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

11. 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

12. Digital Communications

13. Digital Communications

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

15. Best Practices After School

16. 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

17. Borrower-centric Resources

18. New and Innovative Practices

19. Your Audience Is Changing Daily

20. 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

21. A.I./Chatbot

22. Questions?