Session 19

A Day in the Life of the COD

School Relations Center

Barbara Davis

Thomas Wrinn

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Objectives

• Customer Service staffing and assistance

• Tools used to assist schools/borrowers

• Top call reasons

• Troubleshooting edit code rejects

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Customer Service Staffing and Assistance

• Typical day of a Customer Service Representative

• Specialty teams

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Your CSR Team

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Typical Day of a Customer Service Representative (CSR)

• CSR assignment

• Incoming calls/e-mail

• Outreach

• Issue follow-up

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Specialty teams

• Reconciliation

• Issue Resolution

• Workflow

• Communication

• Quality Assurance

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Reconciliation Team

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Primary Duties

• Pell and Direct Loan Closeout

• Cash monitoring and reconciliation

• Emergency funding and increase in authorization

• Unprocessed de-obligations

• Work with schools and CSRs on funding

questions/issues

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Highlights

• Recon team has over 15 years combined

experience in COD reconciliation

• Integrated database developed to streamline

closeout and school cash monitoring

• Working with schools to gain monthly

reconciliation mentality

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Issue Resolution

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Issue Resolution

• Research possible system issues

• Monitor high edit code rejects to locate possible

system/school problems

• Coordinate school/vendor software testing

• Assist software developers with code changes

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Workflow, Communication, and Quality Assurance teams

• Workflow-helps CSRs maintain the balance

between answering calls and e-mails quickly and

performing follow up

• Communication-creates announcements keeping

everyone on the same page

• Quality Assurance-monitors calls/e-mails for

accuracy

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Tools

• IFAP Web site

• Common Origination and Disbursement Web site

• School monitoring weekly e-mail

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IFAP

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HERA News

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What’s New

Get it the easy way!

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COD Technical Reference

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Implementation Guide

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Instructions for Processing in the COD system

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Technical Reference Processing, cont.

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Testing and Appendices

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Reports- How to get them, what they do

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Common Origination and Disbursement Web site

• Funding

• Batch Level

• Person Level

• Help Text

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Funding Screen

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Cash Activity

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Batch Search

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Batch Search Results - Person

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Batch Search Results – Date Range

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Person Screen

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Help Text

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Help Text

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School Monitoring E-mail

• Unsubstantiated cash

• Potential Overaward Process (POP)

• Unbooked loans

• Who gets them

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The Top Call Reasons

• Password reset

• Online changes

• POP

• Student calls

• Rejected records

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Password Reset

• Security Administrators

– Unlock

– Reactivate

– Create

• Deactivations and Resets

– Only Security Administrators need to call COD

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Online Changes

• Access

– School Users 3, 4 and 5(admin)

• Responses

– Does your software accept Web responses?

• Help Available

– COD Customer Service can walk you through

the change

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Potential Overaward Process (POP)

• How it happens

– Two schools pay one student over the yearly

limit

• When does money get taken away?

– 30 days from overaward

• What do I do to fix this?

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Potential Overaward Process (POP)

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Pell POP Report

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Student Calls

• Why they call

• What we tell them

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Where to Call for What Reason

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Edit Code Rejects

• 039 (Incorrect Award Amount)

• 056 (Sequence Number Not In Sequential Order)

• 058 (Duplicate Disbursement Information On

File)

• 067 (Incorrect Disbursement Amount)

• 074 (Incorrect Adjustment to Disbursement

Release Indicator)

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Troubleshooting Edit Code Rejects

039 Incorrect Award Amount

• Common reason

– Submitting incorrect data

• How to fix the reject

– Review

Grade Level

Academic Dates

Annual Award Limits

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Troubleshooting Edit Code Rejects

056 Sequence Number Not In Sequential Order

• Common reason

– Trying to change the disbursement amount or date of a

previously accepted disbursement

• How to fix the reject

– You must increase sequence number

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Troubleshooting Edit Code Rejects

058 Duplicate Disbursement Information On File

• Common reason

– Sending disbursement records that were previously

accepted

• How to fix the reject

– You may need to import recent responses from SAIG

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Troubleshooting Edit Code Rejects

067 Incorrect Disbursement Amount (sum of the disbursements exceeds award amount)– Common reason

• Reducing number of disbursements without adjusting award amount or only sending partial disbursements

• POP

– How to fix the reject

• Review the disbursement amount for each disbursement number and compare to the total award approved

• Work with other school(s) to resolve

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Troubleshooting Edit Code Rejects

074 Incorrect Adjustment to Disbursement Release Indicator

• Common reason

– Disbursement Release Indicator changed to “False” after disbursement is funded (actual disbursement)

• How to fix the reject

– If you are attempting to cancel a disbursement then you must send in an adjustment by reducing the amount to zero

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Questions or Comments?

We appreciate your feedback and comments.

We can be reached at:

• Barbara.davis@ed.gov 202.821.3953

• Tom Wrinn @ 1.800.848.0978 or 1.800.474.7268