2020 Student Financial Services Conference

Presenter(s):

Gayle Callahan, Johnson County Community College

Doug Schantz, Wittenberg University

Lissa Perrone, Oregon State University

Presenter(s):

Bryan Dickson, NACUBO

With an Election Day approaching in November, explore the current state of play in the nation’s capital. What are the prospects of a Higher Education Act reauthorization this year? What regulatory changes should staff begin preparing for? Discover what’s happening on the Hill and at the federal agencies that could impact colleges and universities.

Presenter(s):

Steve Kimata, University of Virginia

Christopher Doran, University of Virginia

Hear how one institution created its student financial wellness program and gain an understanding of how they obtained funding, staffed the program, prioritized modules implemented, and established key relationships across the university. Learn the importance of having a champion on your campus to raise the need for such a program. You’ll also review lessons learned—both positive and not-so-positive—so you can create a financial wellness program suitable for your institution.

Presenter(s):

Evelyn Nelson, Lynn University

Are you an engaged partner with your vendors and service providers, or just another client? How do you measure their performance and quality of service? Learn about the tools and techniques available to assist your institution in maximizing the efficiencies of working with your numerous corporate partners. You will hear from industry experts about best-practice solutions that engage and enhance your relationships while supporting your institutional goals.

Presenter(s):

Chris Foster, University of North Texas

Joey Saxon, University of North Texas

Review the transformative steps taken to establish Student Financial Services as a partner in student retention and enrollment initiatives with administrative and academic departments. Hear how one department made internal changes to improve its image and how the staff worked collaboratively with other departments to make improvements across the university. Time will be provided for small group discussions where participants can reflect on how they can improve collaboration at their college or university.

Presenter(s):

Lissa Perrone, Oregon State University

Joyce Farmer, DeSales University

While most student account transactions are straightforward, timely, and accurate, adjustments are not uncommon. They result from a multitude of student and administrative actions as provided for in institutional policies and government regulations and may occur after the add/drop period, the institutional refund period, or beyond the end of enrollment, among other times. Discover the various types of adjustments, their timings, and the transaction processes from the perspectives of student accounts and financial aid personnel. Then review best practices related to workflow, communications, and system support.

Presenter(s):

Christopher Cook, Vanderbilt University

Brett Cassell, University of Colorado Boulder

Barbara Madison, University of Southern Mississippi

Learn how three institutions with different dynamics have worked with other campus partners towards common goals in an effort to better serve their students. Besides learning how the structures of these three schools are different, attendees will also discover what they have in common with each other.

Presenter(s):

Steffon Gray, NACUBO

NACUBO’s Student Financial Services Benchmarking Study is in its 12th year. Study findings will be presented alongside the 2019 SFS Policies and Procedures survey results to facilitate a lively discussion on trends and practices in the SFS community, including late fee policies, collections and write-offs, and tuition rate structures.

Presenter(s):

Charmaine Daniels, Morehouse College

Are you interested in advancing your career in higher education? You most likely have goals for your job and/or department, but have you considered your career? Preparation and planning will help get you ready for the next step. In this session, you will begin to outline a goal and a plan to sustain momentum for your career advancement strategy. You will also learn about the various approaches to your personal and professional development that will support the career path you desire.

Presenter(s):

Chris Simon, Hendrix College

Ellen Curcio, Ursinus College

In this session, two different schools with share with you their experiences with emergency funds. They will discuss what an emergency fund is, how funds are raised to support their cause, and how and why funds are distributed to students. Attendees will leave this session understanding the benefit of having such a fund in place for students and their institutions.

Presenter(s):

Brenda Scherer, CliftonLarsonAllen LLP

Amanda Bierbrauer, Portland State University

The Perkins Loan program expired in 2017. Presently, institutions have the option to continue to follow the current process—where loans can continue to be assigned at any time—by servicing the outstanding loans and remitting the federal share of the repayments. Alternatively, institutions can liquidate the portfolio, turning all of the loans over to the federal government. This can be a difficult decision for leaders to make. In this session, you will review the factors to consider when electing to close-out your Perkins program and understand the process needed. Insight from a school that has completed the close-out process will be provided, along with references to tools and resources.

Presenter(s):

Christine Francavilla, CUNY Queensborough Community College

Lina Krasner, CUNY Queensborough Community College

So often, the bursar’s office is seen as a deterrent to enrollment and retention. Instead, presenters will discuss moving away from the traditional business model for student accounts and toward a holistic approach that aims to resolve the issues that often prevent students from paying their bills. Review the steps involved in revising business practices and creating a network of contacts across student services to help all parties meet their goals.

Presenter(s):

Bethany Welsh, Augusta University

Shakeel Khan, Augusta University

Presenter(s):

Lindsay Wayt, NACUBO

Gayle Ta, University of California, San Diego

The 2019 NACUBO Study of Analytics demonstrated campus leaders want to see more importance placed on using analytics, but also showed several barriers to transforming data into actionable information. One tool that has potential to support institutions is the use of dashboards—but how do you use them to achieve tangible improvements? Hear how one institution identified the proper metrics to track and then gained buy-in from managers to make incremental improvements to client service. By regularly reviewing data and ensuring data integrity, the institution is now proactive in recognizing repeat issues and treats new client issues faster than before.

Presenter(s):

Chris Foster, University of North Texas

Ellen Curcio, Ursinus College

How can we help the student accounts office better understand the financial aid process and timeline? Knowledge is power, and that power provides us with the options to help our students stay in school. Walk through the process of applying for aid, what goes into determining a student’s Estimate Family Contribution, Cost of Attendance, aid eligibility, and professional judgement. Understanding these terms and what they mean to our students and their families will not only help our customers but will also assist in reducing outstanding receivables—creating a success story for all parties.

Presenter(s):

Benjamin Kennedy, Kennedy & Company

Kelly Epting, University of South Carolina Columbia

“How much will it really cost for me to attend?” Questions like this arise from complex fee and pricing structures that can have a negative impact on student yield, retention, and time to degree. Hear how one institution streamlined and simplified its fee structure to reduce student inquiries, improve price transparency, and alleviate strain on administrative units and technology systems, without adversely impacting academic units. Attendees will also learn how they reduced system-wide course fees from over 1,000 to less than ten and greatly improved price transparency.

Presenter(s):

Jacqui DiMaggio, Greenville Technical College

The Department of Education can conduct a program review at an institution at any time, typically with only a few weeks’ notice. These reviews can demonstrate an institution’s substantial compliance with Title IV rules or lead to significant compliance findings and monetary liabilities. In addition to helping attendees understand the overall process, presenters will share information about how to prepare for a program review, the most common program review findings, and areas where findings are especially likely to result in liabilities. Other tips and best practices will also be revealed.

Presenter(s):

Charmaine Daniels, Morehouse College

Morgan O'Sullivan, Lynn University

The student financial services office is often perceived as merely a financial and collection office on campus. Explore the steps two institutions took to build one-on-one relationships and connections with the student body. From outreach initiatives to marketing strategies, this session will inspire your creative side as you look to cultivate a positive image for your department on your campus. And you don’t have to break the bank to do it!

Presenter(s):

Rachelle McDonald, Texas A&M University

Peggy Carey, Texas A&M University

Students want the right information at the right time and in an effective manner. Hear how an institution is developing a better informed and more engaged customer base by implementing communication strategies centered on efficient use of our customer relationship management software, a revamped website, and promotional campaigns to increase efficiency and student success. Presenters will share best practices to enable students and parents to self-serve and easily obtain necessary information regarding their accounts.

Presenter(s):

Cynthia Grunden, Columbia College Chicago

Jim Hundrieser, NACUBO

Tuition discounting has become a hot topic on campuses and in news coverage of higher education. Although tuition discounting isn’t new to private institutions, it is more recently growing in prevalence at public institutions. Financial aid directors and enrollment management staff are now expected to develop sophisticated pricing models to grow enrollment in a sustainable way. Review an overview of key concepts and terms related to tuition discounting and explore research and perspectives on the topic. Attendees will walk away with a greater understanding of the many variables that should be considered when developing a tuition discounting strategy.

Presenter(s):

Christine Blakney, Texas Tech University

Chris Simon, Hendrix College

Cancellation for non-payment generally solicits negative feelings from students, academics, and even business officers; however, an effectively built cancellation process can benefit all of these constituents. By effectively communicating with students, you can provide an opportunity to work early with financial aid to adjust packaging, provide additional funding, or address prior balances. Cancellation may also provide an improved look at actual class size since payment can be an early indicator that a student may not be planning to attend. Finally, an effective process can improve cash flows, minimize bad debt and accounts receivable, and maximize state funding by ensuring reporting compliance.

Presenter(s):

Janet Burkhardt, University of Denver

Students rightfully want technology that suits them, not technology that was popular 30 years ago. They don’t want paper checks and don’t care to understand ACH transactions: they want their funds immediately. Zelle is an easy way to let students receive electronic funds and is compliant with Department of Education Regulations. The only information students need to know is their email address. Learn what Zelle is and how it differs from Venmo, PayPal, and other services available to anyone with a smartphone. Explore how to implement Zelle and address questions leadership may have about the security of payments sent using this method.