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Session 19. A Day in the Life of the COD School Relations Center Barbara Davis Thomas Wrinn. Objectives. Customer Service staffing and assistance Tools used to assist schools/borrowers Top call reasons Troubleshooting edit code rejects. Customer Service Staffing and Assistance.

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Session 19 l.jpg

Session 19

A Day in the Life of the COD School Relations Center

Barbara Davis

Thomas Wrinn


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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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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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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

  • 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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What’s New

Get it the easy way!








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Common Origination and Disbursement Web site

  • Funding

  • Batch Level

  • Person Level

  • 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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Student Calls

  • Why they call

  • What we tell them



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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


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Troubleshooting Edit Code Rejects

067Incorrect 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


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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:


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