1. UCM Financial Services: Customer Communication Donna Bodenhamer & Verona Lambert

2. DONNA BODENHAMER University of Central Missouri

3. Communication Methods Service Tracking – Student Inquiries – Parent/Prospective/Other Inquiries Frequently Asked Questions – Student – Parent/Prospective/Other Access Online Appeals System – Secure Student Access – Automatic Routing for Course Refund Appeals – Secure Administrator Access

4. Service Tracking - Student

6. Service Tracking - Other Accessed through the University’s webpage www.ucmo.edu/contactsfs

7. Service Tracking - Other FERPA rules still apply to responses if submitted from a non-university email address. To identify prospective students

8. Service Tracking – Administrator View Search by date range or ID Create a ticket

9. Service Tracking – Administrator View Click on ticket number to respond or forward Indicates if ticket has been assigned. “Initial” indicates, action required.

10. Service Tracking – Administrator View FERPA reminder – double check email address.

11. Service Tracking – Administrator View

12. FAQ - Student

13. Omits PLUS application information Includes aid acceptance information Includes billing authorization information

14. FAQ- Other Enlarged Version Includes PLUS application information Omits aid acceptance information

15. Online Refund Appeals Director routes to the correct Advising Department Notifies of correct channel for full withdrawals Course drop required before request can be processed Form continued…

16. Online Refund Appeals Continued Allows student to indicate class change Explanation for request Acknowledgement of additional documentation possibility

17. Administrator Side of Refund Appeal Administrator logs in and can search by Student ID or View All. The View All option has additional filters to sort data.

18. Administrator View Needs to be Assigned to an Advising Department Forwarded to Department; decision not yet made Denied Approved, student not yet refunded by Administrator Approved, student refunded by Administrator

19. Assigning an Advising Department Click here to add text.

20. Assigning an Advising Department Continued… Administrator chooses appropriate department, then clicks “Send To” button.

21. Appeal Not Yet Reviewed

22. Appeal Denied Comments that were sent to the student.

23. Appeal Approved

24. VERONA LAMBERT Southeast Missouri State University

25. Using Tracking Systems to Build Your Customer Service

26. A day in the life of a Financial Counselor

27. Queue Admin Tracking Designed by IT, Queue Admin tracks walk-in traffic Customer signs in and waits to be displayed Type name or Scan ID -- (If scanned, staff is automatically sent student’s information)

28. Queue Admin Tracking Monitors display name and assigned station after staff selects student (below) “In Use” displays for added security

29. Queue Admin Tracking Staff View: - Serving vs Waiting - Staffed

30. Queue Admin Tracking Staff View (above): See students waiting and staff location Staff View (left): - Displays student & picture - Shows topic of question - Add “Assistance Provided” or notes of visit - Ability to call student after fully finished with previous account

31. Queue Admin Tracking Assistance Provided: - Check as many as apply - Add comments for others

32. Queue Admin Functionality Views from non-assigned staff Assign yourself to a station. or remove

33. Queue Admin Functionality Other Options: - Find student visits - Add students - Administrator view - Add/Remove Station - Filters

34. Queue Admin Functionality Add student into queue: - Choose area and assistance - Add comments for others

35. Managing Qadmin

36. Queue Admin Reporting Walk-in Traffic By Office: TERMSFSREG*HD* Summer 2012 2,07833236 Fall 2012 6,8433,151971 Spring 2013 6,6923,168677 Summer 2013 2,8221,044143 Fall 2013 7,2922,211820 Spring 2014 7,685N/A Summer 2014 3,417N/A Fall 2014** 3,393N/A *REG/HD Ended 11/15/13 **Thru 9/11/14

37. Utilizing the Information Provide overview of office traffic at all time Ability to instantly see if additional staff is needed in location Reports can show trends in traffic and peak times