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
I agree Service to be the most important, we strive to put students first. Timeliness sometimes is also a aspect to service, and while accuracy is important; if you own up to the mistake (when made), students are more forgiving, especially if you got back with them timely in the first place.
Margaret, I agree with you. Accuracy in the information you provide your students is very important. Actually, all three - timeliness, accuracy, and customer service go hand-in hand and are all very important.
Regards,
David McGuffee
Daniela, I couldn't agree with you more. All three characteristics work hand-in-hand. Providing aid timely and accurately is providing good customer service to the student.
Regards,
David McGuffee
As a grad school accuracy is crucial however without timely responses to prospetive students and a pleasant upbeat manor at all times we would not be doing our job. This applies to retaining students also.
I feel the most important characteristic of the Financial Aid department is service. The reason being is that if you process students' aid in a timely manner as well as accurately you are doing them a big service as you are delivering excellent customer service on the back end. Many may look at Service as its own characteristic however I view it as all encompassing. If we are not timely and accurate we are not providing the best service we possibly can to our students.
I feel like customer service is the most important aspect. Taking care of the student does several things and one of those is creating a student who is responsive in the future when you may need documents to process their aid which leads to timeliness.
If you are creating a clean file with no errors you are in a sense providing excellent customer service so that the student receives their funding in time.
Timeliness and Accuracy are provided good service to the student.
All three characteristics are critical for successful Financial Aid officers. However, we're all human and mistakes will be made (on rare ocassions!). Timeliness and accuracy may happen and can be corrected/overlooked. But poor customer service is unforgivable -- we must all choose to treat those we serve with courtesy and dignity in every interaction.
All three characteristics are critical for successful Financial Aid officers. However, we're all human and mistakes will be made (on rare ocassions!). Timeliness and accuracy may happen and can be corrected/overlooked. But poor customer service is unforgivable -- we must all choose to treat those we serve with courtesy and dignity in every interaction.
Katie,
Excellent response to your approach on all three characteristics of Financial Aid. You provided a thorough look into your handling of the students under all items.
Sincerely, Chyrl
Chyrl Ayers
At the college I am at we go by quarters. We have 4 full terms and 4 mini terms within the full terms. Time, accuracy and service are all very crucial in this kind of set up because we need to make sure we provide the best customer service by being proactive and having a good strategy in place to meet strict deadlines. Once we have a completed ISIR on hand we start our follow up and review process within a 72 hour period because of verification or C codes that may need to be resolved and could take more time to get completed. Our goal is to always be 100% submitted aid before our term starts and making sure that we have everything on hand the first time we see the student because we don't want them to keep making multiple trips to complete documents or turn things in that that could have been prevented the first time. If this happens then we are not doing our job in making sure there is good customer service. I train my staff as best as possible to do a double check of the student's file with the student in front of you to make sure we do have everything on hand and that the information provided matches everything accurately. By taking this initial step it really helps us as an institution by making sure we meet our deadline, gather proper and accurate information which in turn provides good customer service to the student.
I think this is a great point because I reach out a lot to our academic team to help in assisting our financial aid department. Having that good of collaboration again establishes great customer service on behalf of the student that results in getting the job done and funding secured for the student.
Daisy,
Your comments are right on point. It takes all three to ensure that the students' experience is excellent. All three characteristics go hand in hand for successfully processing of federal student aid.
Sincerely, Chyrl
Chyrl Ayers
All three of these 3 items are very important for the success of a financial aid office. However without timeless and accuracy there is not a good customer service.
Daisy Debs
Frances,
All three are equally important. Without one, such as accuracy, you cannot provide good customer service in a timely manner. Most of the participants have had similar comments on the importance of all characteristics but each have had a focal point as you have.
Regards,
David McGuffee
All three are equally important. But if I had to choose one, I would say Accuracy. I want to make sure that every file that crosses my desk is clean and accurate. Service is my close second. I believe things are done best with a positive attitude and a smile.
TANIA,
Appreciate you sharing your thoughts on the importance of all three characteristics. As you can see from other post many agree with your thoughts.
Sincerely, Chyrl
Chyrl Ayers
All three aspects are important and I agree it is difficult to be truly successful in meeting students' needs without all aspects.
May,
Your points on the professionalism is very true when meeting the needs of the students. These characteristics are all important to handling the student professional and ensure compliance with FSA requirements. Communicating the requirements to the student is critical to the student's understanding.
Sincerely, Chyrl
Chyrl Ayers
I think we should show the student a high level of professionalism in the interview using clear language, accurate and understandable for. We let you know the importance of bringing the necessary documents to process your application
