A Day in the Life of a Customer Service Representative at the Federal Student Aid Information Center (FSAIC ) Tri-States

1. 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

2. Presenters Presenter: Carol Mowbray, Customer Experience Manager – Vangent

3. Federal Student Aid Information Center FSAIC - Arizona 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

4. Federal Student Aid Information Center • 20 million FAFSAs • 2011-2012 • Encourage FOTW/ PIN • FAFSA Self-Service • Online Help Text • Automated Self Services

5. Federal Student Aid Information Center 1-800-4-FED-AID 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. Jose - AZ

6. 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 1-800-4-FED-AID Tasked to provide timely and accurate information and services for inquiries such as: Sarah - AZ

7. FSAIC Locations Load balancing between three contact centers creates a single virtual service center Coralville, IA Phoenix, AZ Lawrence, KS Las Cruces, NM

8. Federal Student Aid Information Call Center (FSAIC) FSAIC – Phoenix, AZ

9. IVR Call Flow Heidi – Live Chat - AZ Heidi - AZ • 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’

10. Our Commitment to Quality • Call Monitoring • Peer monitoring • Joint monitoring sessions with staff, management, & client • Calibration between contact centers ensures consistency • Call recording FSAIC - Iowa

11. FSAIC Customer Satisfaction Survey John Jackson, IA • 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%

12. Improving the Experience McKenzie, IA Voice of the Customer Professional Community Federal Student Aid Vangent Team Voice of CSR

13. Engagement with Financial Aid Community • November 30 - December 3, the FSAIC supported the annual Federal Student Aid Conference in the PC lab, providing demonstrations of the 2011-2012 FAFSA. • 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.

14. CSRs: Role and Responsibilities Agenda Typical Day’s 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

15. Customer Service Skills and Expectations

16. 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,

17. 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

18. 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 Coralville, Iowa Lawrence, Kansas

19. This just in from Phoenix…! Dust storm of July 5, 2011. Looks scary, but no harm, no disruption.

20. Top Ten Customer Questions Is my application on file? I would like my loan information. How much financial aid will I receive? How do I request a duplicate PIN? My school has not received my FAFSA, what do I do? How can I add a school code to my form? Kansas

21. Top Ten Customer Questions How do I get to my saved application? Could you reset my password on my FAFSA? How do I sign my FAFSA application? Why do I need my parent’s information? Yvette - AZ

22. CSRs: Resources and Recognition Agenda Staying current • Training • QuickSource • Updates Incentive and Recognition programs Ron Townsend Phoenix, AZ - Work Force Management Specialist– May 2011 CSR – 2009 & Lead Supervisor – 2010 FSA Conference Support

23. 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

24. Incentives and Recognition Program Job Whale Done! Customer Service Recognition Program Customer Service Program Activities

25. Incentives and Recognition Program Customer Service Award Winner – Kevin Gilmer, Phoenix Kevin was monitored by FSA customer and received high praise for his outstanding service. Kevin’s 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.”

26. 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

27. Composition • 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

28. Customer Interactions

29. Questions or Recommendations? Sarah, KS

30. Presenter Information Carol Mowbray Carol.Mowbray@vangent.com (o) 703.284.5633 (m) 571.289.3658