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