Chyrl Ayers

Nathaly , I agree with your thoughts on the importance of great customer service skills as it relates to students and parents. Our focus at the campus level is about building relationships with our students to ensure their overall success from start to graduation. Also, when you are focused on servicing the student I believe accurate and timely processing financial aid will occur as part of the overall process. Sincerely, Chyrl Chyrl Ayers

Jennifer, Your point is excellent. A student's file may contain all of the accurate documents but mess/disorganized files may slow down or prevent a timely and accurate review of the students file. Maintaining your files electronically or in paper format in a manner that is uniformed makes for a more efficient audit. Sincerely, Chyrl Chyrl Ayers

Jennifer, Handling a student through proper reporting is one type of reporting in the financial aid office; however, how do you handle other reporting such as COD, reconciliations, NSLDS, etc. and verify the timely reporting. It is important to consider all aspects of reporting even those that may not be part of the financial aid office such as registrar may handle NSLDS or Business Office may handle COD and FISAP. It is critical that all levels and layers of reporting are timely, accurate and reviewed. Sincerely, Chyrl Chyrl Ayers

Jennifer, That is a difficult issue to resolve unless you establish timelines and communication protocols. It may be beneficial to establish standard operating procedures on level of priority with set timelines for responses and criteria if these fail. Example: a general questions might be a priority 3 level with an expected turnaround of 2 -4 hours handled through email; however, an upset student/parent might be a priority 1 level with an expected turnaround of 15 - 20 minutes handled through a phone call. Sincerely, Chyrl Chyrl Ayers

Jennifer, Many of the participants in this forum made the same observation. If Customer Service is placed as the number one priority in the Financial Aid Office then accurate and timeliness of processing would follow. When you are striving to provide students with excellent customer service it is difficult to separate it from accurate and timely processing. It is important to build in report to verify that the exemplary customer service is creating accurate collection of FA information and timely awarding/disbursing and reporting. Sincerely, Chyrl Chyrl Ayers

Darrold, Interesting perspective. This situations can be difficult but it is great that you have a policy and procedures to ensure evaluation with appropriate resolution. Sincerely, Chyrl Chyrl Ayers

Darrold, Many commented on the amount of time required to properly resolve Selective Service. It is great that you have the other C Codes set up in a manner for quick and accurate resolution. Sincerely, Chyrl Chyrl Ayers

Darrold, I definitely understand your point and how January - June may be confusion to the students. Some students are more comfortable with the one-on-one Financial Aid assistance instead of completing the FOTW. It is important to understand your student which experience will be best for that student. Sincerely, Chyrl Chyrl Ayers

Rhonda, I understand your thoughts on Service being the most important from your perspective. Also, I especially appreciate your comments on mistakes and taking responsibility for these. There have not been many post that address mistakes and the importance of owning the issue and resolving. Great points. Sincerely, Chyrl Chyrl Ayers

Claudia, I believe most of the participants in this forum have found the IRS DRT to be beneficial to those students and parents that are able to use it. It is good to hear that the overall experience has been positive for your students. The students' experience in the Federal Student Aid process is very important to their success. Sincerely, Chyrl Chyrl Ayers