Bridging the Gap

Improving Customer Service in Financial Aid & Student Accounts

Driving Uncertainty into Opportunity

What do these all have in common?

Driving Uncertainty into Opportunity

• Isolated• Independent• Secluded

• Detached• Powerful• Unaided

Look Familiar?

Driving Uncertainty into Opportunity

The Reality of Silos

• “Siloing” –

• Effects of siloing:– Resources wasted– Poor customer service – Limited productivity– Reduced workplace satisfaction

Driving Uncertainty into Opportunity

A mindset within an office or department which inhibits sharing of information or collaboration with individuals in other offices or departments.

The Cure: Bridges

• “Bridges”:

• Benefits of Bridges:– Improved office efficiency– Improved office productivity– Improved office morale– Improved customer service

Efforts to remove barriers between offices and departments.

Where to Begin?

Driving Uncertainty into Opportunity

Bridge Building Blocks

1. Focus on the big picture.

2. Identify your locus of control.

3. Build relationships.

4. Understand the key issues between Offices.

Driving Uncertainty into Opportunity

Focus on the Big Picture

• Reflect upon the mission of your institution.

• Create a unified vision for your office, department or self consistent with the mission of the organization.

• Recognize the importance of customer service and acknowledge siloing is an enemy to quality customer relations.

Driving Uncertainty into Opportunity

Identify Your Locus of Control

• “Locus of Control” –

• Reflect upon your personal locus of control

• Go Fish!-ing1. Choose the attitude you bring to work2. Play3. Make students and coworkers’ days4. Be present

Driving Uncertainty into Opportunity

The extent to which individuals believe they have power over the events in their lives.1

Build Relationships

• Get-togethers

• Birthday celebrations

• Out of office activities

• Attend conferences and/or training opportunities together

Driving Uncertainty into Opportunity

Understand the key issues

• Office-student communication

• Federal Student Aid authorizations

• Financial Aid Training (or the need for . . .)

• Refunding

Driving Uncertainty into Opportunity

Office-student communication

• Inconsistent information received by students from various personnel creates confusion.

• Determine what information students need to know and devise a strategy between offices to communicate consistent information regardless of if the student asks it to a Financial Aid or Student Accounts staff person.

Driving Uncertainty into Opportunity

Federal Student Aid authorizations

• Title IV regulations require institutions to receive authorization from students and/or parents before providing certain services.

• Including:– Payment for current year “other educationally related

expenses” with federal and state aid. – Paying up to $200 of prior year “other educationally related

expenses with federal and state aid. – Keeping credit balances on students’ accounts to pay for

future charges.– Applying federal aid to students’ accounts.

Driving Uncertainty into Opportunity

Financial Aid Training• Identify where intersections exist between offices.

• Cross-train.

• Ensuring that the offices and personnel that need to know Title IV regulations learn them.

• Schedule period reviews of policies and procedures.

• Invite others to training opportunities.Driving Uncertainty into Opportunity

Return of Title IV (R2T4) Funds

• R2T4 = Pain?

• Collaborate

• Streamline procedures and communicate

• Be collections-minded

Driving Uncertainty into Opportunity

The Result

Driving Uncertainty into Opportunity

Remember . . .

• Building bridges is a process and takes time.

• Don’t get discouraged.

• It’s worth it!

Driving Uncertainty into Opportunity

Presenter

Michael ZurekStudent Accounts Manager

Johnson UniversityEmail: StudentAccountsTN@JohnsonU.edu

Phone: (865) 251-2292

Driving Uncertainty into Opportunity

Resources

1 – Fournier, G. (2009). Locus of Control. Retrieved March 24, 2014 from http://psychcentral.com/encyclopedia/2009/locus-of-control/

Driving Uncertainty into Opportunity