WSU Student Financial Services

Spring Start 2014What to Know

Today’s Topics•Short Term Loans•Client Service Changes•Escalation Processing•Friendly Reminders

Short Term Loans

• Does it make sense to recommend?• Campus students: direct to specific campus for

review and handling (Regional/Pullman)• WSU online: continue to create an Escalation

for review and handling Only forward if student eligible Up to 2 business days for Pullman

processing Then up to 5 business for money delivery

• PULLMAN: $1,000 limit unless approved by SFS Management Staff at Pullman office

Key factors to keep in mind

Office name changeWarm Transfer for 4th Level EscalationFinaid email-no attachmentsDocument Uploader drop downCustomer satisfaction surveyEscalation checklist and handlingWebsite changes (Census Policy, etc.)

New Client Services Processes

Same for week of January 6 New process starting January 13

Escalation Checklist-set by ProEd (based on categories)

ProEd adds “Comment” to file Student will see it initiated on To-DoHome office completes checklist when doneWhen completed, it will disappear from “To Do” List-means done

Home office adds “Comment” to fileIf not done after 2 biz days, Ashly emails home office—Liz and Joy

Escalation Handling

WSU Student Financial Services

Updated Web InformationCalendarNew-Loan Action Request Form New-Census Policy: “Your Award”New AnnouncementsHow To VideosUpdated FAQs: Scheduler/SAP/Summer Coming: Census/Global Learning

Keep it on your radar!

Helpful Reminders-Part I• Verification being completed in Pullman Office• Submission deadlines: FAFSA by February 15 and

WSU General Scholarship App January 31• First communication to FAFSA applicants will be

in early February via email• 2014 WSU Summer Session

no financial application req’d registration will open March 3 awarding done when student registers

• Financial Aid Estimator and Net Price Calculator for prospective students/parents

Keep it on your radar!

Helpful Reminders-Part II• Discourage walk-ins for Pullman Office service;

direct to FinAid Scheduler• Encourage documents sent Uploader or Fax• Make file “Comments”—concise, clear, and

brief whenever possible. No emotion; just facts• General client services processing timelines

Up to 3 business days to check in document Up to 3 business days for email responseUp to 2 business days to process escalationUp to 2 business days to process Warm Transfer