Post on 15-Jan-2016
UCM Financial Services: Customer Communication
Donna Bodenhamer&
Verona Lambert
DONNA BODENHAMERUniversity of Central Missouri
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
Service Tracking - Student
Service Tracking - Student
Service Tracking - Other
Accessed through the University’s webpagewww.ucmo.edu/contactsfs
Click to ask…
Service Tracking - Other
FERPA rules still apply to
responses if submitted from a
non-university email address.
To identify prospective students
Service Tracking – Administrator View
Search by date range or ID
Search by date range or ID
Create a ticket
Service Tracking – Administrator View
Click on ticket number to respond or forward
Indicates if ticket has been assigned. “Initial” indicates, action required.
Service Tracking – Administrator ViewFERPA reminder – double check email address.
Service Tracking – Administrator View
Response to student OR
Person assigned to issue…
FAQ - Student
FAQ - Student
Omits PLUS application information
Includes aid acceptance information
Includes billing authorization information
FAQ- Other
Enlarged Version
Includes PLUS application informationOmits aid acceptance information
Online Refund AppealsDirector routes to the correct Advising Department
Notifies of correct channel for full withdrawals
Course drop required before request can be processed
Form continued…
Online Refund Appeals Continued
Allows student to indicate class changeExplanation for requestAcknowledgement of additional documentation possibility
Student Notified via Email
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.
Administrator View
Needs to be Assigned to an Advising DepartmentForwarded to Department; decision not yet madeDeniedApproved, student not yet refunded by AdministratorApproved, student refunded by Administrator
Additional Sorting Options
Assigning an Advising Department
Click here to add text.
Assigning an Advising DepartmentContinued…
Administrator chooses appropriate department, then clicks “Send To”
button.
Appeal Not Yet Reviewed
Appeal Denied
Comments that were sent to the
student.
Appeal Approved
VERONA LAMBERTSoutheast Missouri State University
Using Tracking Systems to Build Your Customer Service
A day in the life of a Financial Counselor
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)
Queue Admin TrackingMonitors display name and assigned station after staff selects student (below)
“In Use” displays for added security
Queue Admin Tracking
Staff View:- Serving vs Waiting- Staffed
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
Queue Admin Tracking
Assistance Provided:
- Check as many as apply- Add comments for others
Queue Admin FunctionalityViews from non-assigned staff
Assign yourself to a station. or remove
Queue Admin Functionality
Other Options:
- Find student visits
- Add students
- Administrator view
- Add/Remove Station
- Filters
Queue Admin Functionality
Add student into queue:
- Choose area and assistance- Add comments for others
Managing Qadmin
Queue Admin ReportingWalk-in Traffic By Office:
TERM SFS REG* HD*
Summer 2012 2,078 332 36
Fall 2012 6,843 3,151 971
Spring 2013 6,692 3,168 677
Summer 2013 2,822 1,044 143
Fall 2013 7,292 2,211 820
Spring 2014 7,685 N/A N/A
Summer 2014 3,417 N/A N/A
Fall 2014** 3,393 N/A N/A
*REG/HD Ended 11/15/13**Thru 9/11/14
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