1. WSU Student Financial Services Spring Start 2014 What to Know

2. Today’s Topics Short Term Loans Client Service Changes Escalation Processing Friendly Reminders

3. Short Term Loans Does it make sense to recommend? Campus students: direct to specific campus for review and handling (Regional/Pullman) WSU online: continue to create an Escalation for review and handling  Only forward if student eligible  Up to 2 business days for Pullman processing  Then up to 5 business for money delivery PULLMAN: $1,000 limit unless approved by SFS Management Staff at Pullman office Key factors to keep in mind

4. Office name change Warm Transfer for 4 th Level Escalation Finaid email-no attachments Document Uploader drop down Customer satisfaction survey Escalation checklist and handling Website changes (Census Policy, etc.) New Client Services Processes

5.  Same for week of January 6  New process starting January 13 Escalation Checklist-set by ProEd (based on categories) ProEd adds “Comment” to file Student will see it initiated on To-Do Home office completes checklist when done When completed, it will disappear from “To Do” List-means done Home office adds “Comment” to file If not done after 2 biz days, Ashly emails home office—Liz and Joy Escalation Handling

6. WSU Student Financial Services Updated Web Information Calendar New-Loan Action Request Form New-Census Policy: “Your Award” New Announcements How To Videos Updated FAQs: Scheduler/SAP/Summer Coming: Census/Global Learning

7. Keep it on your radar! Helpful Reminders-Part I Verification being completed in Pullman Office Submission deadlines: FAFSA by February 15 and WSU General Scholarship App January 31 First communication to FAFSA applicants will be in early February via email 2014 WSU Summer Session no financial application req’d registration will open March 3 awarding done when student registers Financial Aid Estimator and Net Price Calculator for prospective students/parents

8. Keep it on your radar! Helpful Reminders-Part II Discourage walk-ins for Pullman Office service; direct to FinAid Scheduler Encourage documents sent Uploader or Fax Make file “Comments”—concise, clear, and brief whenever possible. No emotion; just facts General client services processing timelines Up to 3 business days to check in document Up to 3 business days for email response Up to 2 business days to process escalation Up to 2 business days to process Warm Transfer