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2009 Vangent, Inc. All rights reserved. Not for Distribution A Day in the Life of a Customer Service Representative at the Federal Student Aid Information Center (FSAIC) Tri-States DC-DE-MD ASFAA November 8, 2011 1

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2009 Vangent, Inc. All rights reserved. Not for Distribution Presenters Presenter: Carol Mowbray, Customer Experience Manager Vangent 2

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2009 Vangent, Inc. All rights reserved. Not for Distribution About the Federal Student Aid Information Center Being a CSR Role, Responsibilities and Responsiveness CSR Resources, Updates and Incident Management Commitment to Quality FSAIC School Advisory Group Questions Federal Student Aid Information Center FSAIC - Arizona 3

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2009 Vangent, Inc. All rights reserved. Not for Distribution 20 million FAFSAs 2011-2012 Encourage FOTW/ PIN FAFSA Self-Service Online Help Text Automated Self Services Federal Student Aid Information Center 4

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2009 Vangent, Inc. All rights reserved. Not for Distribution Established through the HEA, the Federal Student Aid Information Center (FSAIC) has primary responsibility for providing best in business service for the Federal Student Aid programs to ensure equal access to post-secondary educational opportunity for every individual. Federal Student Aid Information Center 1-800-4-FED-AID Jose - AZ 5

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2009 Vangent, Inc. All rights reserved. Not for Distribution Information about FSA programs FAFSA, PIN and SAR assistance Information on student loan history Publication requests Contact information for related entities (Default Resolution, Direct Loan Servicing, etc.) Federal Student Aid Information Center Tasked to provide timely and accurate information and services for inquiries such as: 1-800-4-FED-AID Sarah - AZ 6

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2009 Vangent, Inc. All rights reserved. Not for Distribution FSAIC Locations Coralville, IA Phoenix, AZ Lawrence, KS Load balancing between three contact centers creates a single virtual service center 7 Las Cruces, NM

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2009 Vangent, Inc. All rights reserved. Not for Distribution Federal Student Aid Information Call Center (FSAIC) FSAIC Phoenix, AZ 8

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2009 Vangent, Inc. All rights reserved. Not for Distribution IVR Call Flow Callers have several options for voice-recognition, self-service in English or Spanish Top Ten Questions Say FAQs Application status, Request duplicate SAR. Assistance with Corrections Say Application Status Assistance with PIN or FAFSA on the Web Say Web Site Assistance Information on existing loans or lender Say Loans Callers may transfer to a CSR for assistance at any time Press 0 or Say Customer Service Heidi Live Chat - AZHeidi - AZ 9

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2009 Vangent, Inc. All rights reserved. Not for Distribution Call Monitoring Peer monitoring Joint monitoring sessions with staff, management, & client Calibration between contact centers ensures consistency Call recording Our Commitment to Quality FSAIC - Iowa 10

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2009 Vangent, Inc. All rights reserved. Not for Distribution FSAIC Customer Satisfaction Survey Survey ratings of 4 or greater (on 5 point satisfaction scale): IVR : Standard is 79.0% Highest week: July 17 at 83.0% Lowest week: October 9 at 76.9% CSR : Standard is 86.5% Highest week: July 17 at 90.8% Lowest week: October 9 at 83.4% QuestionsJanFebMarAprMayJuneJulyAugSept IVR Service 80.7%79.1%78.8%79.4%80.5%80.4%80.6%80.8%78.7% CSR Service88.2%88.1%87.4% 88.1%88.9%89.1%89.0%88.1% John Jackson, IA 11

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2009 Vangent, Inc. All rights reserved. Not for Distribution Voice of the Customer Professional Community Federal Student Aid Vangent Team Voice of CSR Improving the Experience McKenzie, IA 12

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2009 Vangent, Inc. All rights reserved. Not for Distribution Engagement with Financial Aid Community FSAIC School Advisory Group established in each FSAIC delivery location. Vangent delivered a presentation on the FSAIC for the Iowa Association of Student Financial Aid Administrators in November. We presented at the Tribal College and University Training event in May 2011. FSAIC CSRs at FSA Conference each year. November 30 - December 3, the FSAIC supported the annual Federal Student Aid Conference in the PC lab, providing demonstrations of the 2011- 2012 FAFSA. 13

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2009 Vangent, Inc. All rights reserved. Not for Distribution CSRs: Role and Responsibilities Agenda Typical Days Activities CSR Skill Set Call Structure Peaks and Valleys Top Ten Questions Customer Focus Estrella Leija-Homewood Trainer/Lead Training Specialist, Iowa June 2011 CSR Phoenix, Arizona 2003 FSA Conference Support 14

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2009 Vangent, Inc. All rights reserved. Not for Distribution Customer Service AttributeExamples Phone and people skills Tone Grammar Attitude Adherence to required procedures Standard greeting Privacy Act Standard responses Problem solving skills and knowledge Probing questions Clear resolutions Appropriate options General call expectations Verify school year Verify address Create phone log Customer Service Skills and Expectations 15

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2009 Vangent, Inc. All rights reserved. Not for Distribution Customer Service Representatives: Greet callers and assess their needs Request identifiers to comply with the Privacy Act Use resources to answer callers questions or refer them to the correct entity Scripting for specific situations / topics Code the call and leave historical logs End the calls with the appropriate closing CSR Call Structure Kansas Rachel and Anna, Iowa, 16

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2009 Vangent, Inc. All rights reserved. Not for Distribution FSAIC Peak Activity Spring and Summer Extended hours established Peak volume forecast and staffing model established Increase FSAIC seats and supervisor headcount New Hire training classes held in all three FSAIC locations New cycle update training provided to all FSAIC team members Specialized Customer Service Training College Goal Sunday support in all sites Chelsea, IA 17

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2009 Vangent, Inc. All rights reserved. Not for Distribution Coralville, Iowa Lawrence, Kansas FSAIC Disaster Recovery Multi Site Delivery Model Fair Weather Location (Phoenix, AZ) Broad Employee Base for Rapid Hire / Training Redundant Infrastructure for Failover / Continuity of Service Tested by Real World Events; Midwest Blizzards & Iowa Floods 18

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2009 Vangent, Inc. All rights reserved. Not for Distribution This just in from Phoenix! Dust storm of July 5, 2011. Looks scary, but no harm, no disruption. 19

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2009 Vangent, Inc. All rights reserved. Not for Distribution Top Ten Customer Questions 1.Is my application on file? 2.I would like my loan information. 3.How much financial aid will I receive? 4.How do I request a duplicate PIN? 5.My school has not received my FAFSA, what do I do? 6.How can I add a school code to my form? Kansas 20

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2009 Vangent, Inc. All rights reserved. Not for Distribution Top Ten Customer Questions 7.How do I get to my saved application? 8.Could you reset my password on my FAFSA? 9.How do I sign my FAFSA application? 10.Why do I need my parents information? Yvette - AZ 21

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2009 Vangent, Inc. All rights reserved. Not for Distribution CSRs: Resources and Recognition Agenda Staying current Training QuickSource Updates Incentive and Recognition programs Phoenix, AZ - Work Force Management Specialist May 2011 CSR 2009 & Lead Supervisor 2010 FSA Conference Support Ron Townsend 22

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2009 Vangent, Inc. All rights reserved. Not for Distribution Our Commitment to Quality Train-the-trainer Initial employee training Refresher training Annual update training Annual in-service Supervisor training Emphasis on Training Arizona Training Room 23

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2009 Vangent, Inc. All rights reserved. Not for Distribution Customer Service Recognition Program Customer Service Program Activities Incentives and Recognition Program Job Whale Done! 24

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2009 Vangent, Inc. All rights reserved. Not for Distribution Incentives and Recognition Program Kevin was monitored by FSA customer and received high praise for his outstanding service. Kevins caller was homeless, and tried to get information at the library but received poor service due to her appearance. FSA had this to say: Kevin listened and was extremely patient with the caller keeping the caller focused while offering words of encouragement. Customer Service Award Winner Kevin Gilmer, Phoenix 25

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2009 Vangent, Inc. All rights reserved. Not for Distribution FSAIC School Advisory Group The FSAIC School Advisory Group is a forum of practicing financial aid administrators and educational professionals who consider FSAIC policies, practices and procedures. They advise FSAIC, and by extension, Federal Student Aid, about programs, services and activities of the Federal Student Aid Information Center Lawrence, KS Advisory Group Members and Students 26

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2009 Vangent, Inc. All rights reserved. Not for Distribution All school types are represented: 2- and 4- year publics, 4-year privates, graduate, private-for-profit, college access and awareness organizations, secondary counselors Face-to-face meetings 2 to 3 times each year Began June 2009 Composition 27

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2009 Vangent, Inc. All rights reserved. Not for Distribution Customer Interactions 28

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2009 Vangent, Inc. All rights reserved. Not for Distribution Sarah, KS Questions or Recommendations? 29

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2009 Vangent, Inc. All rights reserved. Not for Distribution Presenter Information Carol Mowbray Carol.Mowbray@vangent.com (o) 703.284.5633 (m) 571.289.3658 30