NYSFAA Customer Service Presentation Ithaca College Student Financial Services Lisa Hoskey

1. NYSFAA Customer Service Presentation Ithaca CollegeStudent Financial ServicesLisa Hoskey

2. Discussion Topics • History and structure of SFS office • New structure and assumptions • Specific Actions • Teambuilding • Technology • Measurable outcomes

3. Former Structure • Still divided by previous definitions • Bursar • Financial Aid • Three managers • 5 direct reports • 11 direct reports • 1 direct report • Detailed and defined job roles • Limited flexibility • Limited cross communication

4. New Structure • Small teams, cross collaboration • More nimble approach to cyclical challenges • High level of communication among management team members • Staff members get individualized attention

6. Specific actions • Focus on what we could control • Focus on teambuilding • Focus on collaboration across teams • Focus on problem solving and technology • Measurable outcomes

7. What we control • Telephone response time • Answer the phone more consistently • Email response time • Respond within 24 hours if possible • Communication with families from our office • Coordinate what is mailed/emailed when • Filing • Filing party during staff meeting time • Processing • Implementation of a processing calendar

8. Teambuilding • Active listening • Work groups • Shared problem solving • Management Team Collaboration • Weekly meetings • One meeting a month with team members • First Thursday of the month • One on one meetings regularly

9. Collaboration and Technology • All hands on deck! • Collection calls shared • Everyone answer the telephone • Work group..streamlined billing/collection process • One process instead of two • Weekly bills • Technology • Self service implementation • Auto-refunding • Updated Website

10. Measurable outcomes

11. Contact Information Lisa Hoskey Director Student Financial Services Ithaca College lhoskey@ithaca.edu 800.429.4275 (phone) 607.274.1895 (fax) www.ithaca.edu/finaid sfs@ithaca.edu