Session 19 A Day in the Life of the COD School Relations Center Barbara Davis Thomas Wrinn.
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Transcript of Session 19 A Day in the Life of the COD School Relations Center Barbara Davis Thomas Wrinn.
![Page 1: Session 19 A Day in the Life of the COD School Relations Center Barbara Davis Thomas Wrinn.](https://reader036.fdocuments.net/reader036/viewer/2022062518/56649efa5503460f94c0c04f/html5/thumbnails/1.jpg)
Session 19
A Day in the Life of the COD
School Relations Center
Barbara Davis
Thomas Wrinn
![Page 2: Session 19 A Day in the Life of the COD School Relations Center Barbara Davis Thomas Wrinn.](https://reader036.fdocuments.net/reader036/viewer/2022062518/56649efa5503460f94c0c04f/html5/thumbnails/2.jpg)
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Objectives
• Customer Service staffing and assistance
• Tools used to assist schools/borrowers
• Top call reasons
• Troubleshooting edit code rejects
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Customer Service Staffing and Assistance
• Typical day of a Customer Service Representative
• Specialty teams
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Your CSR Team
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Typical Day of a Customer Service Representative (CSR)
• CSR assignment
• Incoming calls/e-mail
• Outreach
• Issue follow-up
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Specialty teams
• Reconciliation
• Issue Resolution
• Workflow
• Communication
• Quality Assurance
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Reconciliation Team
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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
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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
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Issue Resolution
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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
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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
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Tools
• IFAP Web site
• Common Origination and Disbursement Web site
• School monitoring weekly e-mail
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IFAP
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HERA News
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What’s New
Get it the easy way!
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COD Technical Reference
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Implementation Guide
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Instructions for Processing in the COD system
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Technical Reference Processing, cont.
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Testing and Appendices
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Reports- How to get them, what they do
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Common Origination and Disbursement Web site
• Funding
• Batch Level
• Person Level
• Help Text
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Funding Screen
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Cash Activity
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Batch Search
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Batch Search Results - Person
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Batch Search Results – Date Range
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Person Screen
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Help Text
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Help Text
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School Monitoring E-mail
• Unsubstantiated cash
• Potential Overaward Process (POP)
• Unbooked loans
• Who gets them
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The Top Call Reasons
• Password reset
• Online changes
• POP
• Student calls
• Rejected records
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Password Reset
• Security Administrators
– Unlock
– Reactivate
– Create
• Deactivations and Resets
– Only Security Administrators need to call COD
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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
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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?
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Potential Overaward Process (POP)
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Pell POP Report
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Student Calls
• Why they call
• What we tell them
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Where to Call for What Reason
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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)
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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
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Troubleshooting Edit Code Rejects
056 Sequence Number Not In Sequential Order
• Common reason
– Trying to change the disbursement amount or date of a
previously accepted disbursement
• How to fix the reject
– You must increase sequence number
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Troubleshooting Edit Code Rejects
058 Duplicate Disbursement Information On File
• Common reason
– Sending disbursement records that were previously
accepted
• How to fix the reject
– You may need to import recent responses from SAIG
![Page 46: Session 19 A Day in the Life of the COD School Relations Center Barbara Davis Thomas Wrinn.](https://reader036.fdocuments.net/reader036/viewer/2022062518/56649efa5503460f94c0c04f/html5/thumbnails/46.jpg)
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Troubleshooting Edit Code Rejects
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
![Page 47: Session 19 A Day in the Life of the COD School Relations Center Barbara Davis Thomas Wrinn.](https://reader036.fdocuments.net/reader036/viewer/2022062518/56649efa5503460f94c0c04f/html5/thumbnails/47.jpg)
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Troubleshooting Edit Code Rejects
074 Incorrect Adjustment to Disbursement Release Indicator
• Common reason
– Disbursement Release Indicator changed to “False” after disbursement is funded (actual disbursement)
• How to fix the reject
– If you are attempting to cancel a disbursement then you must send in an adjustment by reducing the amount to zero
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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