1. NYSFAA Customer Service Presentation Ithaca College Student Financial Services Lisa Hoskey NYSFAA Customer Service Presentation Ithaca College Student Financial Services Lisa Hoskey

2. Discussion Topics History and structure of SFS office New structure and assumptions Specific Actions Teambuilding Technology Measurable outcomes

3. Former Structure Still divided by previous definitions – Bursar – Financial Aid Three managers – 5 direct reports – 11 direct reports – 1 direct report Detailed and defined job roles – Limited flexibility Limited cross communication

4. New Structure Small teams, cross collaboration More nimble approach to cyclical challenges High level of communication among management team members Staff members get individualized attention

5. Director Associate Director Financial Aid Assistant Director Senior Assistant Director Verification SFS Advisor* Senior Assistant Director Student Service SFS Specialist* Associate Director Communications and Processing SFS Specialist* Senior Assistant Director Billing and Collection Information Sys and reporting specialist SFS Specialist* Associate Director Information Systems Admin Assistant

6. Specific actions Focus on what we could control Focus on teambuilding Focus on collaboration across teams Focus on problem solving and technology Measurable outcomes

7. What we control Telephone response time – Answer the phone more consistently Email response time – Respond within 24 hours if possible Communication with families from our office – Coordinate what is mailed/emailed when Filing – Filing party during staff meeting time Processing – Implementation of a processing calendar

8. Teambuilding Active listening Work groups Shared problem solving Management Team Collaboration – Weekly meetings One meeting a month with team members – First Thursday of the month One on one meetings regularly

9. Collaboration and Technology All hands on deck! – Collection calls shared – Everyone answer the telephone Work group..streamlined billing/collection process – One process instead of two – Weekly bills Technology – Self service implementation – Auto-refunding – Updated Website

10. Measurable outcomes MonthTotal Calls 2011 % lost 2011 Total calls 2012 %lost 2012 % difference in total calls % difference in abandoned January413613.933434.5-19.2-9.4 February310410.424934.3-19.7-6.1 March412916.228515.4-31.0-10.8 April647417.745129.3-30.3-8.4 May306613.031287.52.0-5.5 June30549.429176.0-4.5-3.5 July495326.9468111.3-5.5-15.6 August732025.4651715.1-11.0-10.3 September199810.517815.4-10.9-5.0

11. Contact Information Lisa Hoskey Director Student Financial Services Ithaca College lhoskey@ithaca.edu 800.429.4275 (phone) 607.274.1895 (fax) www.ithaca.edu/finaid sfs@ithaca.edu