Comment on Maricela Guzman's post: continue lining is paramount with integrity
Continuing to learn, staying updated on new regulations, and providing accurate knowledge to our students with the most up-to-date information is crucial.
Regarding Exit Counseling, I wasn't aware that it could be mailed out when a student withdraws.
When you don't know the answer don't reply "I don't know" instead say " Let me check on this!"
Interesting reasons why people leave programs
I learned that there are timelines for each process and that training is definitely needed in order to run a organized and successful financial aid office.
I was surprised at the statistics for why a student may choose to leave for a different institution. It is our responsibility to provide great customer service and show empathy about each individual student.
I have learned that most students leave a school because of poor customer service. A financial aid administrator can get caught up in regulations and give less priority to customer service; however, the priority should be student satisfaction and service.
always listen to the student's needs and strive to find resolution
Customer service is everything, even when we are having a rough day! Students are coming to the Financial Aid Department to get help and probably already have a heavy load outside of school. Students can forgive a mistake but not bad attitudes is such a powerful statement, especially when they are trying to figure out the financial side of things.
Being new to Financial Aid, I have learned how crucial timeliness is to the overall financial aid process, especially the first 48 hours of initial contact. Understanding and interpreting the ISIR is also crucial. Customer service is key. I'm a big advocate for customer service; therefore, I speak with each student as if I am in their shoes. I intend to stick to the timeline of each step in the process. I will definitely implement creating a list of the crossover students to potentially be packaged for the current and new award year at the same time. I believe this will alleviate chasing students down.
Time, empathy, consideration matters.
Need to get the student in front of the FA office within 48 hours of the student contacting a Field rep. Keep the process moving.
I have learned the importance of a timeline for the financail aid office, when both recieving an ISIR and for repack students. I have also learned some pointers on handling student complaints.
I have learned the importance of taking care of the student needs and concerns by being as through as possible using all the tools that are available to me. especially, by educating myself and adding other layers of processing in order to prevent costly, and time consuming mistakes.
Efficient time management, effective customer service, and thorough processing is what creates an effective Financial Aid department. Since starting this profession, I have learned that financial aid is not a race it is a marathon, taking your time is okay to ensure your office is in compliance, but also ensuring the students are meeting their needs. Financial aid is practically in the customer service industry so being respectful, informative, and understanding is certainly important for individuals in the department.
I learned that for an efffective financial aid office that meets program compliances and achieve student satisfaction; timeliness, accuracy and service are instrumental requirements for that success.
Maxis Casanueva
I learned that the time of respond it's of the essence, we need to respond in a timely manner to best help our student, within 48 hours of the 1st meeting from Admissions. and that we all are an extension of Customer service.
In this Module i learned about the importance of implementing a Procedure that allows knowing the student's eligibility, giving a timely response to their concerns, identifying financial aid opportunities, processing it, if applicable, as well as monitoring their disbursements, once the aid is approved.
I have learned that a financial aid office is a customer-service oriented office. For it to run effectively, representatives need to be knowledgeable about financial aid, and also possess customer service skills.
