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Events and Programs
Events and Programs

2013 Student Financial Services Conference

March 10-12, 2013
Renaissance Austin Hotel
Austin, TX


Sunday, March 10

8:00 amPre-Conference Program: Bursar Fundamentals Registration/Continental Breakfast
9:00 amPre-Conference Program: Bursar Fundamentals

DeAhn Baucom, University of North Carolina at Chapel Hill
Michael Jacubenta, Emory University
Christine Wages, Flagler College

This preconference is designed for those new to the business office, student financial services, or the higher education workplace, or those who just want a refresher on the core responsibilities of the student accounts area.  
Note: A separate registration and additional fee ($109 member, $139 non-member) is required to attend this pre-conference program. You can register by selecting "Register Now" above. The program will run from 9 AM - 3 PM and lunch will be provided.

Topics will include:
  • Functions and organization of the office
  • Departmental relationships
  • Daily operations at the director level (budget, internal controls, technology, talent management, auditor relationships)
  • Daily operations at the office level (billing, payments, refunds, delinquent accounts)
  • Customer service and communications
  • Loan administration
  • Regulations and legislation such as FERPA, HIPAA , SOX, PCI compliance, and Red Flags rules
  • Resources to assist the SFS office, including associations, websites, listservs, and networking programs
  • Latest trends, together with mobile apps and social media
1:30 pmRegistration and Exhibits Open
3:30 pmWelcome and Opening Remarks

Ken Wolterman, University of Cincinnati Main Campus

3:45 pmLeveraging Your Strengths at Work and in Life

Carol Metzger, University of Cincinnati Main Campus
Mark Saine, TIAA
Cheryl Stephens, Columbia College
Ken Wolterman, University of Cincinnati Main Campus

With all the challenges and changes our institutions are undergoing, it is more important than ever for each of us to be operating at our peak.  New research in the area of positive psychology has shown scientific reasons why understanding your personal strengths is important and explaining the benefits you get from using those strengths. Explore how institutions have used the Strength Finders tools to build staff capacity. Attendees will receive a copy of Tom Rath’s book, Strength Finders 2.0, and have the opportunity to take a short online assessment in advance.
5:00 pmDiscussion Roundtables
5:45 pmNetworking Reception in Exhibit Hall

Monday, March 11

7:00 amContinental Breakfast in Exhibit Hall
8:00 amThree Patterns to Deception and a Radical Path to the Truth
Pam Meyer, author of LieSpotting
Studies reveal that we encounter an average of 10-200 lies per day. Meyer’s presentations combine her extensive training and research with soft skills and business acumen to deliver an interactive presentation teaching attendees how to recognize the facial expressions, gestures, and language of deception. Attendees leave a Meyers presentation armed with tools for better buying, protecting, interviewing, and negotiating.
9:15 amReimagining Aid Design and Delivery

Jason Delisle, New America Foundation
Terrell Halaska, HCM Strategists, LLC
Nick Lee, Bill & Melinda Gates Foundation
Jaimie Matthews, Institute for a Competitive Workforce

The RADD project has two goals:  to shift the national conversation on federal financial aid toward ideas that will make college more affordable, while giving students the support and encouragement they need to earn their degree or credential; and to seed the field with innovative policies that can make that happen. In 2011, 16 organizations received grants from the Bill & Melinda Gates Foundation to surface particular challenges presented by the existing aid system from their unique perspectives and to explore policy recommendations for improvement. Our panel will discuss some of the ideas that are emerging from this effort.
10:15 amRefreshment Break in Exhibit Hall
10:45 amConcurrent Session: 1, 2, 3- What Do We See? Staff Accountability in SFS

DeAhn Baucom, University of North Carolina at Chapel Hill
Christine Wages, Flagler College

Find out how two schools are working to improve operational performance with accountability tools. Take home information on how to provide a “tool kit” for your employees.  Discover how two schools of vastly different sizes and complexities have empowered their staff to take charge and be accountable for each task they perform—while they enjoy doing it.
10:45 amConcurrent Session: Financial Literacy- One Program May Not Fit All

Ruth Sharp, California Institute of Technology

Undergraduate and graduate students often have different issues with managing their finances, and there are a variety of factors that contribute to mismanagement. Hear about six financial literacy programs implemented on a small private school campus to better understand why one program may not fit all. Discover how to improve financial literacy programs by partnering with other campus departments.
10:45 amConcurrent Session: Leveraging Collaboration Between Financial Aid and Student Accounts

Tyson Cooper, Southern Virginia University
Melissa Stone, University of Delaware
Kimberly Wagner, Elgin Community College

Explore the benefits of effective collaboration between financial aid and student account areas. Three different types of institutions will share specific examples of change initiatives successfully implemented for optimal service delivery and operational effectiveness. Recognizing that an institution’s ability to collaborate depends in large part on the culture and relationships that exist at each campus, you will gain perspectives on ‘best practices’ for enhancing your own campus regardless of the organizational structure.
11:50 amLunch in Exhibit Hall
1:00 pmConcurrent Session: Achieving Sustainability Through Green Office Practices

Whitney Ahlo, Loyola Marymount University
Louisa Vakili, Loyola Marymount University

Since its first environmental initiatives in 1990, LMU's commitment to environment-friendly practices has grown into an innovative program known as "Green LMU." Review campus-wide initiatives and discuss the SFS office role in advancing this cause. Learn about direct and tangible changes that you could use in your office and some of the practices that could easily be translated into your day-to-day life. Discover resources that can help you start your own office green program and get buy-in by becoming a leader among the campus community.
1:00 pmConcurrent Session: NACUBO’s Post-9/11 GI Bill Benefits Workgroup: A Panel Discussion

Margaret Baechtold, Indiana University
Bryan Dickson, NACUBO
Patrick Quinn, George Mason University

For the past several years, a group of NACUBO members has been regularly meeting with staff at the Department of Veterans Affairs to discuss the administration and processing of Chapter 33 Post-9/11 GI Bill benefits.  The workgroup- comprised of bursars, registrars, and certifying officials-highlighted treasury offsets and antiquated VA systems its last meeting.  What will be next?  The first half of this session will review the history and efforts of the workgroup, while the second half will be devoted to questions and comments from the audience.
1:00 pmConcurrent Session: Streamlining the SFS Office

Marsha Lovell, University of California, Los Angeles
Christopher Ramos, University of California, Los Angeles

Learn how one SFS office cut out unnecessary steps, automated processes, and collaborated with business partners to make processes more useful and responsive to students. Discover how to use process mapping and other strategies to achieve savings in time and labor.
2:20 pmConcurrent Session: It Can Be Done: Improving Organizational Effectiveness and Service Levels

David Cooper, CMD Outsourcing Solutions, Inc.
Pearl Natali, Columbia College Chicago
Jennifer Waters, Columbia College Chicago

The integrated Student Financial Services office at Columbia College Chicago manages over 200,000 financial aid and receivables transactions annually. Discover how the college has worked with their call center partner to expand communication options for students to include a full range of communication services (online chat, video instruction, etc.). Discuss the successes and benefits of a long-term partnership which include organizational effectiveness, cost-effective leading services, and technological innovation.
2:20 pmConcurrent Session: Six Strategies to Increase Student Retention and Tuition Payments

William Patterson, University of Illinois at Chicago
Joseph Shroyer, University of Illinois University Administration

Every year, colleges and universities lose students because they cannot pay their bills. Learn about the strategies employed by the University of Illinois to increase student retention by improving communication with students and parents, providing additional payment options, and developing a financial literacy unit. These six strategies have proven to be successful in helping students meet their financial obligations to the University and earned it NACUBO’s 2012 Innovation Award.
2:20 pmConcurrent Session: That'll Never Happen to Us- SFS Data Security Program

Lissa Perrone

Data security regulations are meant to prevent, detect, and report potential fraud. Whether that fraud will lead to identity theft or financial loss, the SFS office needs to have a plan in place. After a data breach (a stressful experience even though no data was compromised) OSU put together an incident response plan that provides step-by-step actions to take. A new kind of staff training on the variety of regulations covering data security developed after the will be shared.
3:30 pmRefreshment Break in Exhibit Hall
4:00 pmConcurrent Session: Coming Together on the 1098-T

Marsha Lovell, University of California, Los Angeles
Ken Wolterman, University of Cincinnati Main Campus

Join an open conversation on the 1098-T and how we can work toward a common understanding of what should be reported where. What are the sources of confusion and, more importantly, how might they best be resolved? Join members of NACUBO’s Student Financial Services Council to start developing solutions.
4:00 pmConcurrent Session: Making Financial Cents Out of International Payments

Sharon Butler, Flywire
Brian Hill, Carnegie Mellon University
Rosemary Stallbaumer, University of San Diego
Louisa Vakili, Loyola Marymount University

International students increase the value of the institution by adding more depth to the student body in addition to providing a strong cash flow. Unfortunately, these positive returns are undermined by the additional time and money spent on international payments, impacting the business office as well as international students. Understand the costs, bottlenecks, and risks associated with international payments and discover ways to cope. Three universities will discuss how they were able to leverage technology and outside resources to mitigate costs and how they manage risks and compliance requirements.
4:00 pmConcurrent Session: Stanford University's Student Services Center and AskJane

Chris Cave, Stanford University
Dena Zlatunich, Stanford University

The Student Services Center provides the Stanford community with a friendly place to go (virtually and physically) to find information on a wide variety of student needs. In addition to well trained staff members, askJane, an online resource tool, is crucial to the Center’s success. Learn about the two forms of the askJane portal: one to help staff maintain the wide-ranging knowledge necessary for their jobs, and one which answers questions from the community 24/7. Discuss the pros, cons, and lessons learned from development of the SSC.
5:00 pmEnd of day

Tuesday, March 12

7:00 amContinental Breakfast in Exhibit Hall
8:00 amWashington Update

Liz Clark, NACUBO
Anne Gross, NACUBO

With a new Congress and the start of a second term for President Obama, what is the current state of play in the nation’s capital? Get an update on federal actions that will impact your campus and a look at what to expect in 2013.
9:30 amConcurrent Session: Perkins Loan Assignments

Christy Egler, Ohio Dominican University
Debora Jones, University of Cincinnati Main Campus

The process of assigning Perkins Loans to the Department of Education is a potential tool for all schools participating in the Perkins program; however, the task can appear daunting and many schools are hesitant to take on the process.  This presentation will reduce some of the anxiety about assignments by methodically walking participants through the assignment process and clearly identifying which loans are eligible for assignment.
9:30 amConcurrent Session: SFS Benchmarking Study

DeAhn Baucom, University of North Carolina at Chapel Hill
Craig Lockwood, Tuition Management Systems
James Ward, NACUBO

NACUBO’s Student Financial Services Benchmarking initiative is entering its fifth year, and has grown to almost 350 participating institutions. Join a discussion on the survey results and how to use them on your campus. Share your suggestions for improving the survey.
9:30 amConcurrent Session: The Consumer Financial Protection Bureau and Higher Education- What It Means for You

Betsy Burton-Strunk, Sallie Mae, Inc.
David Glezerman, Temple University
Barbara Hoblitzell, University of California Office of the President

The CFPB seeks to make the markets for consumer financial products and services work for Americans — whether they are applying for a mortgage, choosing credit cards, or financing their education. This session will focus on the work of the CFPB as it pertains to the higher education arena to help you understand the trends and what they mean for you and your students. Discuss how schools can leverage the CFPB’s recommendations to ensure that families will have the tools and resources available to them to better understand their options.
10:30 amRefreshment Break in Exhibit Hall
11:00 amConcurrent Session: Engaging Parent Support

Kimberly Wagner, Elgin Community College

Learn how ECC’s student financial services team collaborated across campus, along with local high school counselors, to educate families on how to pay for college and how the financial assistance process works.  Today’s students look to their parents for guidance and will often need their parents’ financial information to complete financial aid documentation.  Informed parents will lead to less confusion and fewer questions as students begin their college enrollment process.  Discover how ECC’s STEPS (Student Transitions/Engaging Parent Support) committee took a holistic approach to providing the information a parent needs.
11:00 amConcurrent Session: Make or Buy and the Third-Party Relationship

Linda Combs, James Madison University
Jo Ann Esposito, Wagner College
Ken Wolterman, University of Cincinnati Main Campus

Join a panel discussion on the pros and cons of building an internal system, leveraging your ERP’s components, or outsourcing to a third-party vendor for student and departmental e-commerce.
11:00 amConcurrent Session: PCI DSS Compliance- How Ready Are You?

Tyson Cooper, Southern Virginia University

In today’s plastic world we all accept credit cards whether for tuition payments, books, or simply a snack in the café.  Doing so requires our institutions to comply with the Payment Card Industry’s Data Security Standards (PCI DSS).  There are audits to perform, questionnaires to complete, and training to be done.  With increasingly limited staff and resources, compliance becomes progressively more difficulty, especially for small institutions with limited in-house expertise.  See how one small school tackled this challenge by working with CampusGuard and their qualified security assessors to conduct a readiness review of its campus, what lessons they have learned, and their plans going forward.
12:00 pmEnd of Program
12:00 pmPost-Conference Program: Legal Aspects of Collections

Chad Echols, The Echols Firm, LLC

Attorney Chad Echols will lead the discussion in this post-conference workshop focusing on the legal aspects of collections. Echols, one of NACUBO’s highest rated speakers, will address bankruptcy issues, collections, and creditor and collector liabilities.  Several case studies will be reviewed, and attendees will be provided with key takeaways, including examples of contract language and provisions, which can be used to assist in everyday activities to help strengthen their institutions’ ability to recover defaulted obligations.

Note: A separate registration and additional fee ($89 member, $119 non-member) is required to attend this post-conference program. You can register by selecting "Register Now" above. The program will run from 12:15 PM - 5 PM and a boxed lunch will be provided.

Program Overview

2013 Student Financial Services Conference
March 10-12, 2013

Estimated CPEs:14


Higher One

Interested in Exhibiting?

Exhibiting Opportunities

Exhibitor Registration Form

Have quesitons? Contact Gloria Nehemiah, Exhibits Manager.

Payment Options

For online registration NACUBO only accepts Visa, Mastercard, and American Express.

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To pay by check or purchase order
please use our
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For further information regarding administrative policies such as refunds, cancellations, and complaints:


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CPE Information

NACUBO is registered with the National Association of State Boards of Accountancy (NASBA) as a sponsor of continuing professional education on the National Registry of CPE Sponsors. State boards of accountancy have final authority on the acceptance of individual courses for CPE credit. Complaints regarding registered sponsors may be submitted to the National Registry of CPE Sponsors through its website:

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