Chyrl Ayers

Sparky, I agree with your comments. Customer Service is more than handling a complaint. It is about providing service in a timely and accurate manner to insure the student is satisfied with the handling of his/her financial aid process. If you provide quality customer service throughout the process you should reduce the number of students with complaints or issues. Also, when you do have a student complaint address it with the same level of timely and accurate processing and this should satisify your student. Sincerely, Chyrl Ayers

Ana , Great news for you and your students. It is good hear that this enhanced feature is a benefit to your students in the application process. As our student populations become more and more technology knowledgeable the better these types of enhancements will be for the students. Thanks for sharing this feedback. Sincerely, Chyrl Ayers

Maureen, I agree with your comments. It is important to ensure that all documentation requested by the auditor is secured, accurate and complete. The organization necessary for a successful audit is critical to make the experience productive for your institution and the audit team. Sincerely, Chyrl Ayers

Maureen, Based on your comments you are aware of the importance of reporting and how these various reports affect your institution and students. Your focus and understanding of these tools were enable you and your team to handle the requirements for reporting. Sincerely, Chyrl Ayers

Maureen, Understanding your systems (automated or not) and compensation for any deficiencies is important to the students' experiences. It is important that administrators understand the best practices to ensure compliance and timely actions to meet the needs of your students. Sincerely Chyrl Ayers

Maureen, I agree that good customer service is more than the face-to-face time with a student and/or parent. Customer Service is the whole process to deliver all aspects of service - processing of information is part of the service aspect. Sincerely Chyrl Ayers

Laura, Interesting persepective in your approach of these characteristics. There is not a right or wrong answer but more of a thought/discussion question to see what other aid administrators find important in the management of their staff and office. Sincerely, Chyrl Ayers

Elizabeth, Your practice is a sound way to ensure all documents required are present in the students' files. It is always good to have second set of eyes to re-review the students' files to guarantee all documents required are present and no conflicting information exist. This additional review should provide you with assurance that all departments have completed their portion of the file collection process prior to the audit. Sincerely, Chyrl Ayers

Jeffrey, I think all of us as Aid Administrators are faced with this dilemna. You want to have faith that your student is being truthful about the situation and providing accurate information from a third party source. Many colleges will try to get a third party agency or organization to create the documentation on the agency/organization's letterhead. The best advice is to trust your instincts and there is nothing wrong with requesting additional information to ensure the protection of the student and the federal funds. Sincerely, Chyrl Ayers

Jeffrey, I agree the C-Code related to Pell Overpayment can be difficult to resolve, especially if the institution is closed or unable to locate the information. It is very important when working C-Codes that you maintain an open communciation with the students to ensure they understand the process and what it takes to resolve. Sincerely, Chyrl Ayers