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Federal Student Aid Complaint System

Session 45. Federal Student Aid Complaint System. Matt Sessa, Joyce DeMoss, and Kevin Suyo | Dec. 2015 U.S. Department of Education 2015 FSA Training Conference for Financial Aid Professionals. Background.

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Federal Student Aid Complaint System

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  1. Session 45 Federal Student Aid Complaint System Matt Sessa, Joyce DeMoss, and Kevin Suyo | Dec. 2015 U.S. Department of Education 2015 FSA Training Conference for Financial Aid Professionals

  2. Background • Fulfills the Administration Mandate in the Student Aid Bill of Rights to “create a responsive student feedback system” (2/2015) • The Enterprise Complaint System will: • Improve the customer experience for filing feedback • Simplify processes to respond to complaints • Improve analytical and reporting capabilities

  3. Who Can Submit? • Federal Aid Customers • “An applicant, student, student aid recipient, parent/guardian, third-party representative or endorser of a student’s federal financial aid.”

  4. What Can Be Submitted? • Complaints • A customer’s dissatisfaction with the federal financial aid experience associated with a Title IV policy, process, service (e.g., system, event, quality of education) or entity where an explanation or resolution is expected. • Compliments • Allegations of Suspicious Activity

  5. Relationship to Other Contact Centers • Are you trying to answer a question? • Federal Student Aid Information Center (FSAIC: 1-800-4-FED-AID) • “I don’t understand how to create an FSAID.” • “I don’t know whether I am a dependent or independent student.” • Are you trying to complain about your Title IV experience? • Enterprise Complaint System • “Your website is terrible.” • “Your collection agency is harassing me.” • Are you resolving a dispute? • FSA Ombudsman • “I don’t agree with your TPD assessment.” • “My servicer tells me I still owe money, but that’s not true.”

  6. Information We Collect • User information • Contact information (e-mail, phone, address) • Complainant information (if different from submitter) • Military status • Complaint category (sequential drop-downs) • Complaint description (free-form text box) • Desired resolution (free-form text box)

  7. Student Aid Life Cycle • Applying for Aid – FAFSA • Receiving Aid • Repaying Aid • Borrowers in Default

  8. Phases • Phase I – Spring 2016 • Online Customer Portal Available for All Life Cycle Phases • Ability to Submit, Track and Manage Complaints, Compliments, Suspicious Activity • FSA and Servicer Responses • Phase II – July 1st, 2016 • Phone Capability Available • Chat Capability Available • Data Connections to External Systems (e.g., for data analytics)

  9. Portal: Providing Feedback

  10. Portal: Providing Feedback Access on StudentAid.gov

  11. Portal: Providing Feedback Access on StudentAid.gov FSAID Log-in (optional)

  12. Portal: Providing Feedback English/Spanish Capable Access on StudentAid.gov FSAID Log-in (optional)

  13. Portal: Contact Info

  14. Portal: Contact Info Knowledge-base: quick links to common questions

  15. Portal: Contact Info Knowledge-base: quick links to common questions Third-party capable

  16. Portal: Contact Info Knowledge-base: quick links to common questions Third-party capable Military info requested (Optional)

  17. Features: Categorization

  18. Features: Categorization Interactive Progress Bar

  19. Features: Categorization Interactive Progress Bar Simple Categorization

  20. Features: Complaint Info

  21. Features: Complaint Info School Data Selected from PEPS

  22. Features: Complaint Info School Data Selected from PEPS Customer can describe desired resolution

  23. Features: Case Management

  24. Features: Case Management Filterable Data

  25. Features: Case Management Filterable Data Sortable Tables

  26. Features: Case Management

  27. Features: Case Management Status Easily Identified

  28. Features: Case Management Status Easily Identified Can Provide Updates or Supporting Documentation

  29. QUESTIONS?

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