Common Origination and Disbursement Customer Service

1. 1 Common Origination and DisbursementCustomer Service NASU Conference July 13, 2002

2. 2 Customer Service COD School Relations Center opened on April 29, 2002 What�s happened since then: Total Inbound Calls 6,832 Average Speed of Answer 0:13 Total Outbound Calls 9,371 Total number of WEB users requested 1,435

3. 3 Customer Service What are you calling about? 1. Pending Credit Checks 2. Promissory Note Issues 3. Batch Rejects/Missing Batch What are you emailing about? 1. Credit Checks � pending status 2. Requesting passwords reset 3. Promissory Note Issues 4. How to get access to COD Total of 86 staff at the center to support Customer Service efforts

4. 4 Transition ProcessingReminders All 2001 and prior award year data will be directed to the Loan Origination System or RFMS system. All 2002 award year data regardless of common record adoption will be directed to the COD system for processing. The Loan Origination and Pell Grant Customer Service Centers remain open to support prior award year processing.

5. 5 The Virtual Call Center Solution

6. 6 School Support Representatives Assignments Currently set-up as teams Calls routed by your school and vendor code to assigned teams Teams are now structured by process Direct Loan and Pell schools Pell only schools Full Participants Pell only schools with 3rd party provider Pell/Direct Loan schools with 3rd party provider Moving Forward Currently assigning representatives to specific schools within a team Continue to monitor call volumes and support needs and will make re-assignments as necessary.

7. 7 Behind the Scenes Calls are tracked on the COD system for every call received. Issues are opened if your school representative can not resolve the issue while on the phone with you. Other resources are engaged to resolve the issue. These resources include: Support Specialists Business Analysts Technical Support Specialists Customer Service will provide updates on a regular basis. Random quality control checks occur to ensure you received a resolution. Management reports of issues and aging are produced daily to track responsiveness.

8. 8 Communication Methods COD Web Site Postings Direct Loan Bulletins P-Messages (for Pell related problems) Call Campaigns when necessary E-Mail (being explored as an option)

9. 9 Customer Service Initiatives Monitor ending cash balances and timely reporting of disbursements. Notify schools when the POP situation occurs. Notify schools when the award amount is reduced to be less then the total funded disbursements. Notify schools quarterly of students with a verification status of W. In the spring a systematic job will run that will reduce the awards.

10. 10 Other Initiatives Developing recurrent training. Quality control process initiated Call monitoring Feed back to representative on quality review Identification of additional training needs Hired additional floor trainers to assist School Support Representatives Exploring school web based training program options

11. 11 COD Web Site

12. 12 The COD View

13. 13 What Can I Do On The Web View Batches View Rejected Records View Funding Information View Student Records View Results of Plus Credit Check Process Request A Plus Credit Check View School Contract Information Modify Student Data Create Awards (Full Participants)

14. 14 COD Option Sets

15. 15 COD Options � Concept of Options Options allow schools the flexibility to customize how they interface with and use COD Schools do not need to take any action to set their options. Option are pre-set based on existing defaults from Loan Origination and RFMS

16. 16 COD Options Available Promissory Note Print Option Promissory Notes Type Option Disclosure Print Option Web Activity Response

17. 17 COD Options Available Promissory Note Print Option Determines whether the COD system prints Promissory Notes, or if a school prints its own Promissory Notes Y � Signifies the COD System prints Promissory Notes for the students N � Signifies the COD System does not print Promissory Notes for students (i.e., the school prints its own Promissory Notes) Default: Initial value is based on the school�s Direct Loan Origination Level

18. 18 COD Options Available Promissory Notes Type Option Determines whether single-year or multi-year functionality is applied to a Promissory Note Schools eligible for multi-year functionality can choose to issue a single-year or multi-year Promissory Notes Single Year � Signifies the borrow must submit a Promissory Note for each award year Multi Year � Signifies the borrow does not submit a Promissory Note for each award year

19. 19 COD Options Available Promissory Notes Type Option (continued) Default: Schools that are not eligible for multi-year functionality default to �Single Year� Schools eligible for multi-year functionality default to �Multi Year�

20. 20 COD Options Available Disclosure Print Option Determines whether a school prints its disclosure statement, or allows the COD System to generate the Disclosure Statement upon receipt of required information Y � Signifies the COD System prints Disclosure Statements for students N � Signifies the COD System does not print Disclosure Statements for students (i.e., the school prints its own Disclosure Statements) Default: Initial value is based on a one-time data feed from DLOS

21. 21 COD Options Available Web Activity Response Option Determines whether the COD System will send Response Records to a school�s mailbox for activity initiated on the COD website Activity includes processing a new student, award or disbursement, or making changes to any of these on the COD website

22. 22 COD Options Available Web Activity Response Option (continued) Y � A Response Record will be sent to the school�s mailbox for processing into the local database. N � A Response Record will not be sent to the school�s mailbox for processing into the local database. Default: N for all schools

23. 23 COD Options Available Error Processing Options Determines whether certain Pell data edits are enforced as rejection, or they allow the COD System to apply corrections Appropriate edits are listed in Appendix AF of the COD Technical Reference, Edit Comment Codes and Description, with an Error Type Edit Code of �C/R�

24. 24 COD Options Available Error Processing Options (continued) Corrected � Certain Pell data edits will allow the COD System to apply corrections Rejected � Certain Pell data edits will enforced as data edits causing rejections (i.e, does not allow the COD System to apply corrections) Default: Corrected for all Pell Grant schools

25. 25 COD Web Site Access

26. 26 Access to COD How do I Obtain Access? Refer to the COD User Setup Letter on IFAP for detailed instructions Identify a Security Administrator for your school Responsible for assigning all User Access within your school Reporting funding school relationships will automatically allow access to other school codes School CBT available in July � early August to help support web end

27. 27 Access to COD How do I Obtain Access Where do I send my Security Administrator Account Information? U.S. Department of Education COD School Relations Center P.O. Box 9003 Niagara Falls, NY 14302

28. 28 What Levels Can I Assign

29. 29 How to Contact Us Phone 1-800-848-0978 1-800-474-7268 E-Mail CODSupport@afsa.com Mail COD School Relations Center P.O. Box 9003 Niagara Falls, NY 14303 Web www.cod.ed.gov

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