session 19 a day in the life of the cod school relations center barbara davis thomas wrinn

Session 19

A Day in the Life of the COD

School Relations Center

Barbara Davis

Thomas Wrinn

2

Objectives

• Customer Service staffing and assistance

• Tools used to assist schools/borrowers

• Top call reasons

• Troubleshooting edit code rejects

3

Customer Service Staffing and Assistance

• Typical day of a Customer Service Representative

• Specialty teams

4

Your CSR Team

5

Typical Day of a Customer Service Representative (CSR)

• CSR assignment

• Incoming calls/e-mail

• Outreach

• Issue follow-up

6

Specialty teams

• Reconciliation

• Issue Resolution

• Workflow

• Communication

• Quality Assurance

7

Reconciliation Team

8

Primary Duties

• Pell and Direct Loan Closeout

• Cash monitoring and reconciliation

• Emergency funding and increase in authorization

• Unprocessed de-obligations

• Work with schools and CSRs on funding

questions/issues

9

Highlights

• Recon team has over 15 years combined

experience in COD reconciliation

• Integrated database developed to streamline

closeout and school cash monitoring

• Working with schools to gain monthly

reconciliation mentality

10

Issue Resolution

11

Issue Resolution

• Research possible system issues

• Monitor high edit code rejects to locate possible

system/school problems

• Coordinate school/vendor software testing

• Assist software developers with code changes

12

Workflow, Communication, and Quality Assurance teams

• Workflow-helps CSRs maintain the balance

between answering calls and e-mails quickly and

performing follow up

• Communication-creates announcements keeping

everyone on the same page

• Quality Assurance-monitors calls/e-mails for

accuracy

13

Tools

• IFAP Web site

• Common Origination and Disbursement Web site

• School monitoring weekly e-mail

14

IFAP

15

HERA News

16

What’s New

Get it the easy way!

17

COD Technical Reference

18

Implementation Guide

19

Instructions for Processing in the COD system

20

Technical Reference Processing, cont.

21

Testing and Appendices

22

Reports- How to get them, what they do

23

Common Origination and Disbursement Web site

• Funding

• Batch Level

• Person Level

• Help Text

24

Funding Screen

25

Cash Activity

26

Batch Search

27

Batch Search Results - Person

28

Batch Search Results – Date Range

29

Person Screen

30

Help Text

31

Help Text

32

School Monitoring E-mail

• Unsubstantiated cash

• Potential Overaward Process (POP)

• Unbooked loans

• Who gets them

34

The Top Call Reasons

• Password reset

• Online changes

• POP

• Student calls

• Rejected records

35

Password Reset

• Security Administrators

– Unlock

– Reactivate

– Create

• Deactivations and Resets

– Only Security Administrators need to call COD

36

Online Changes

• Access

– School Users 3, 4 and 5(admin)

• Responses

– Does your software accept Web responses?

• Help Available

– COD Customer Service can walk you through

the change

37

Potential Overaward Process (POP)

• How it happens

– Two schools pay one student over the yearly

limit

• When does money get taken away?

– 30 days from overaward

• What do I do to fix this?

38

Potential Overaward Process (POP)

39

Pell POP Report

40

Student Calls

• Why they call

• What we tell them

41

Where to Call for What Reason

42

Edit Code Rejects

• 039 (Incorrect Award Amount)

• 056 (Sequence Number Not In Sequential Order)

• 058 (Duplicate Disbursement Information On

File)

• 067 (Incorrect Disbursement Amount)

• 074 (Incorrect Adjustment to Disbursement

Release Indicator)

43

Troubleshooting Edit Code Rejects

039 Incorrect Award Amount

• Common reason

– Submitting incorrect data

• How to fix the reject

– Review

Grade Level

Academic Dates

Annual Award Limits

44


056 Sequence Number Not In Sequential Order

• Common reason

– Trying to change the disbursement amount or date of a

previously accepted disbursement


– You must increase sequence number

45


058 Duplicate Disbursement Information On File

• Common reason

– Sending disbursement records that were previously

accepted


– You may need to import recent responses from SAIG

46


067 Incorrect Disbursement Amount (sum of the disbursements exceeds award amount)– Common reason

• Reducing number of disbursements without adjusting award amount or only sending partial disbursements

• POP

– How to fix the reject

• Review the disbursement amount for each disbursement number and compare to the total award approved

• Work with other school(s) to resolve

47


074 Incorrect Adjustment to Disbursement Release Indicator

• Common reason

– Disbursement Release Indicator changed to “False” after disbursement is funded (actual disbursement)


– If you are attempting to cancel a disbursement then you must send in an adjustment by reducing the amount to zero

48

Questions or Comments?

We appreciate your feedback and comments.

We can be reached at:

• [email protected] 202.821.3953

• Tom Wrinn @ 1.800.848.0978 or 1.800.474.7268

mailto:[email protected]

session 19 a day in the life of the cod school relations center barbara davis thomas wrinn

Documents