March 12–14, 2023 | Philadelphia | See Schedule for Details | All Times Listed in Eastern
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Overview
This conference covers various policy, technical, and management issues impacting student financial services operations on campus.
Speakers from a diverse pool of institutions will share their experiences, solutions, and best practices in areas such as analytics, vendor management, strategic communications, and more. You'll hear directly from panelists in real-time, earn CPE credits, have the ability to ask questions, and have access to the recordings from all the sessions.
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 www.nasbaregistry.org.
1:45–2:45 pm ET • 1 CPE credit in Specialized Knowledge
Where do things stand for higher education halfway through the first term of the Biden Administration? How will a divided Congress affect the administration’s agenda? Hear timely updates from the nation’s capital including recent rulemaking efforts at the Department of Education and other federal agencies. You’ll also learn about advocacy action items for the higher education community, and notable action within Congress and the federal agencies.
Speakers
Liz Clark, vice president, policy and research, NACUBO
Bryan Dickson, director, student financial services and educational programs, NACUBO
3:00 PM
Demo Session With TouchNet: One-Stop Support with Student Account Advisor
3–3:30 pm ET • CPE credit is not available for demo sessions
Delivering student services and support and answering their financial questions can be time-consuming and challenging. Student Account Advisor from TouchNet delivers a holistic view of the student account and engagement profile so you can quickly answer questions and proactively advise students. During this session, we’ll discuss how our integrated solution eliminates department and system silos, automates repetitive tasks, and achieves a one-stop, personalized experience for students and staff.
John McElroy, business development, product strategy, TouchNet
3:45 PM
Future-Proof Your Institution with Effective Pre-Collections
3:45–4:45 pm ET • 1 CPE credit in Finance
This session will highlight the pre-collections solution one institution has implemented to increase student engagement and retention. After reviewing the challenges that existed before a solution was identified, panelists will share best practices used to generate revenue for the institution while reducing staff workloads. The presenters will also share success stories from other institutions. By being proactive rather than reactive, these proven methods and processes will help your institution combat the upcoming enrollment cliff and the great resignation in higher education.
Speakers
Kristy Pritchett, director of student account services, The University of Alabama
Dante Gentile, program manager, ECSI
Lori Hartung, regional sales executive, ECSI
3:45 PM
How a Summer Reboot Program Can Increase Retention Rates
3:45–4:45 pm ET • 1 CPE credit in Finance
Explore how a regional public university’s student accounts office worked with the provost’s office and the financial aid team to collaboratively implement a summer reboot program in early 2022. The goal of this program was to identify first-year students who had lost their aid because they did not meet Satisfactory Academic Progress (SAP) requirements in their first two semesters but could meet SAP for the next fall term if they earned credits in the Summer with a “B” or better in each course. With a small investment by the university and academic coaching and support, this institution was able to increase retention of their first-year students.
Speaker
Wendy A. Pursell, director of student accounts, Kutztown University
3:45 PM
What’s Happening in Student Financial Services?
3:45–4:45 pm ET • 1 CPE credit in Specialized Knowledge
NACUBO’s Student Financial Services Benchmarking initiative is entering its 15th year and has added numerous participating institutions to its rich data set. During this session, presenters will present study findings alongside the results of the 2022 SFS Policies and Procedures Survey to facilitate a lively discussion on trends and practices in the student accounts community, including late fee policies, collections and write-offs, tuition rate structures, and financial literacy education programs.
Speaker
LaTonya Century, executive director, treasury management, Meharry Medical College
Jennifer Lightfoot, executive director , student business services, Texas A&M University
Jackie Agustin, manager, analytics and research, NACUBO
Kathleen Masterson, assistant director, research and policy analysis, NACUBO
Today’s payments landscape is rapidly changing. There are over 200 alternative payment methods globally and most are designed to move payments “faster,” which we know does not always mean practical, safer, or more efficient. So, what does “faster” really mean? This session will share insights on consumer adoption trends and what higher education needs to know about alternative payments. We’ve all heard of Zelle, Apple Pay, Venmo, and cryptocurrency, just to name a few. What are the leading faster payment methods? How do they compare to each other and to traditional payments like check, wire transfer, and ACH? Can they be accepted from both domestic and international payers? Are they safe? Are they regulated? Can they be integrated into your existing in-house and vendor provided systems? This session lays out the fundamentals of alternative and faster payments and provides insight into developing a payments strategy.
Speaker
Tina Shanks, director, student account services, University of Kentucky
This conversational roundtable is designed to bring like-minded individuals together early in the conference to collaborate, discuss trends and hot topics, and network. Come join your peers to review tips, tricks, and best practices. Chances are that if you are thinking about an issue, someone else is, too!
Speakers
Chris Foster, assistant vice president, student accounting, University of North Texas
Jacqui Gatlin, bursar, University of Colorado Denver | Anschutz Medical Campus
8:00 AM
Student Accounts and Financial Aid Collaboration for Account Changes and Adjustments
8–9 am ET • 1 CPE credit in Specialized Knowledge
Students change their class schedules, departments change their course offerings, and institutions change their enrollment and tuition strategies. All these changes impact operations in Student Accounts and Financial Aid. Collaboration across units is critical for managing the anticipated and unanticipated changes over the course of a term or academic year. Examine those routine actions that require Student Accounts and Financial Aid adjustments to student records, and how they can be standardized to be less disruptive. Presenters will discuss various best practices related to workflow, communications, and system support. Attendees will have the opportunity to share their experiences and suggestions, as well.
Speakers
Joyce Farmer, financial aid director, DeSales University
Christine Blakney, senior managing director, Texas Tech University
9:15 AM
Demo Session With TIAA: Helping Borrowers Create a Repayment Plan for Student Loans
9:15–9:45 am • CPE credit is not available for demo sessions
Many college graduates enter the workforce deep in debt, which hinders not only their financial well-being but also limits their career choices. Federally funded student debt-relief programs like Public Service Student Loan Forgiveness offer graduates a path toward long-term financial freedom. Learn the details of student debt repayment solutions, eligibility requirements, income-driven repayment plans, and policy changes on the horizon. You’ll leave with fresh insights on debt-repayment options and ways to simplify the loan-forgiveness process.
Speakers
Gina Catania, senior director, advice strategy and experience, TIAA
An Overview of FAFSA Simplification and its Impact on Student Aid
10–11 am ET • 1 CPE credit in Finance
Significant changes to federal student aid policy—including simplifying the Free Application for Federal Student Aid (FAFSA) form, expanding Pell Grant eligibility to incarcerated students, and making changes to the Cost of Attendance and Professional Judgment—were attached to the FAFSA Simplification Act. This session will outline those changes, implementation dates, and anticipated changes to current practices on campus. The presenters will also discuss the impact for students and families.
Speakers
Christal L. Chatman, director of financial aid, Montgomery County Community College
Dana Kelly, vice president of professional development and institutional compliance, National Association of Student Financial Aid Administrators
10:00 AM
Reducing Refund Costs with Strategic Communications
10–11 am ET • 1 CPE credit in Specialized Knowledge
Communicating effectively with students and parents is a universal challenge in higher education. A more significant challenge is getting them to act, even if they will benefit from doing so. Hear the changes one institution implemented to motivate students and parents to ultimately say, “I’ll do my part.” This effort resulted in a successful communications campaign for direct deposit re-enrollment and a reduction in the costs of generating checks and monitoring uncashed checks. Attendees will learn how to assess the human, financial, and logistical resources available and discover how to assign roles and empower team members to take initiative to resolve emerging issues.
Speakers
Amelia Campos, assistant director, student business services, Texas A&M University
Peggy L. Carey, director, student business services, Texas A&M University
Ivan Matip, communications manager, student business services, Texas A&M University
10:00 AM
Roundtable Discussion: Are YOU Holding Yourself Back from Advancement and Growth?
10–11 am ET • 1 CPE credit in Personal Development
Job opportunities in the student financial services industry have recently increased due to many reasons, such as the pandemic and retirements; but employees at all levels may find that they are holding themselves back from growth, often due to lack of self-confidence or what is commonly called Imposter Syndrome. Let's identify these attributes and the various ways we hold ourselves back, evaluate them as a group, and brainstorm ways that we can overcome them to get what we deserve!
Speakers
Ellen Curcio, director of student financial services, Ursinus College
Wendy A. Pursell, director of student accounts, Kutztown University
11:15 AM
Collections: Finding the Right Balance of Student Success and Operational Efficiency
11:15 am–12:15 pm ET • 1 CPE credit in Finance
Hear how one institution rebuilt its collections program—both internal and external—during the COVID-19 pandemic to focus on student success, increased efficiencies, and analytics. Presenters will share how the collections program evolved through policy changes, program reviews, and software implementations, and by leveraging institutional and vendor partnerships. Discover how to balance student success while maintaining compliance and an effective accounts receivable operation. You'll also gain a better understanding of ways to identify opportunities within your own organization to enhance its collections strategy.
Speakers
Chris Foster, assistant vice president, student accounting, University of North Texas
Renee McBride, director, student accounts, University of North Texas
11:15 AM
Viewing Data Through a DEI Lens
11:15 am–12:15 pm ET • 1 CPE credit in Information Technology
The use of data and analytics across higher education is on the rise and discussions around diversity, equity, and inclusion are at the forefront of today's conversations. There are myriad reasons to analyze data with a DEI lens—but what does it look like? In this session, we will explore key questions and principles to consider as you build or enhance your data strategy. Come ready to reflect on your data use and identify opportunities to effectively leverage data with DEI in mind.
Speakers
Jackie Agustin, manager, analytics and research, NACUBO
Karen Jones, bursar, Cincinnati State Technical and Community College
12:15 PM
Lunch
12:15–1:15 pm ET
1:30 PM
SFS Award and General Session: A Conversation with the U.S. Department of Education [HYBRID]
1:30–2:45 pm ET • 1 CPE credit in Specialized Knowledge
What is on the regulatory agenda at the United States Department of Education? How might those policies impact bursar operations, student success, and completion? Hear an update from the United States Department of Education’s Rich Williams, who will share the latest from ED. NACUBO’s Liz Clark will then sit down with Rich to continue the conversation on some of the issues on top of business officers’ minds. Come ready with questions for Rich and Liz—this session is expected to be highly interactive.
Speaker
Rich Williams, senior advisor, office of the under secretary, U.S. Department of Education
Liz Clark (moderator), vice president, policy and research, NACUBO
1 CPE credit
2:45 PM
Break
3:15 PM
Empowering Students Through Virtual and Self-Service Platform Implementations [HYBRID]
3:15–4:15 pm ET • 1 CPE credit in Specialized Knowledge
In planning for a one stop service model, one institution had to quickly adjust its priorities when given a two-year timeline to complete their physical space. The team then began a journey of constant process improvement to drive effective student-focused change by challenging a decentralized model, understanding the complexities of a legacy environment, working with limited resources, and assessing the efficacy of current practices and policies. During this session, presenters will highlight the student-centered approach, situated in a process improvement framework, that led to enhancements in virtual and self-service options. They’ll also outline the theoretical underpinnings of the process improvement framework. Attendees will leave with the ability to adapt these strategies to meet the needs of their unique campuses, further bolster the student experience, enhance self-service options, and drive student success outcomes.
Jay Stefanelli, director, one stop student services center, Rutgers University–New Brunswick
3:15 PM
Helping Students Achieve Long-Term Financial Success [HYBRID]
3:15–4:15 pm ET • 1 CPE credit in Finance
Student debt is the second-highest consumer debt category after mortgages, totaling $1.7 trillion for 47.9 million Americans, with 95 percent holding federal loans. Over the last decade, the number of people with student loans has increased on average by 1 million annually. Programs like Public Service Student Loan Forgiveness provide debt relief to those choosing a career path that has a meaningful impact—like teachers and nurses. Hear how you can help students entering the workforce find a career path that helps them gain valuable experience while eliminating debt to achieve financial success by partnering with your Human Resources offices.
Speakers
Jared Aupperle, assistant vice president for HR support and services, University of Delaware
Adam Murphy, managing director, advice solutions, TIAA
Aaron Smith, co-founder, Savi Solutions, PBC
3:15 PM
Roundtable Discussion: Staffing, Teams, and the Student Accounts Office
3:15–4:15 pm ET • 1 CPE credit in Specialized Knowledge
The post-COVID world has seen a period of adjustment at many colleges and universities throughout the country. The challenges found in the sphere of recruitment and maintaining a happy team amidst the great resignation have been experienced by all. Combine this with the new approaches to working from home and the concept of the hybrid office, and it is safe to say that the workplace has forever changed. This roundtable discussion will provide an opportunity to share how different schools have approached these issues and will help generate ideas on how you can move your team forward.
Facilitators
Morgan O'Sullivan, director of student financial services communications and operations, Lynn University
Kristy Pritchett, director of student account services, The University of Alabama
4:30 PM
Communicating with Students and Families [HYBRID]
4:30–5:30 pm ET • 1 CPE credit in Specialized Knowledge
We face the daily challenge of explaining to students and families why payments are due, regardless of whether they dropped out, failed their classes, or disliked their instructors. This session’s presenters will share how they have the necessary conversation with students and families, sometimes with tough love, regarding finances. They’ll share the university’s Top 10 expressions of good customer service, along with a discussion on the how the institution differentiates between high-touch customer services and streamlining the communication medium, all while maintaining the elite service for which they are known.
Speakers
Mary A. Dwyer, assistant director of student financial services, Lynn University
Jana Werksman, student financial services specialist, Lynn University
4:30 PM
Keeping the Student in Student Financial Services: Trends and Research on Student Needs [HYBRID]
4:30–5:30 pm ET • 1 CPE credit in Specialized Knowledge
Simply put, colleges would not exist without students. All the best financial practices, business operations, and collaborations cease to be applicable if students are not kept at the forefront when planning and executing financial services. This presentation will weave together new, original research, conducted by the presenter, with an overview of trends within American higher education that are likely to affect the way business officers carry out their operations. As students and their concerns and expectations evolve, so must the way we serve this ever-changing population.
Student Financial Services: On the International Student Recruitment Frontline
4:30–5:30 pm ET • 1 CPE credit in Specialized Knowledge
For international students, one of the principal determinants to a college or university admissions choice is the student’s on-boarding experience which starts with in-country, peer to peer evaluation of payment providers and the influence of education agents. Processes of workarounds to send money out of the country, even with a campus branded payment portal available, are increasingly regulated and limited, and expose students to the most common fraud schemes. Mitigating those risks can improve net tuition inflows and an institution's ability to recruit more international students. Walk away with a greater understanding of students’ experiences in-country as they are making college and university payments, international banking regulations, and challenges impacting tuition payments.
Speakers
Stephen Golding, chief financial officer, Ohio University
Karen Gumin, vice president, university support and business development, EasyTransfer
An Enterprise Approach to Vendor Management and PCI Compliance
8:15–9:15 am ET • 1 CPE credit in Finance
Speakers
Kristy Pritchett, director of student account services, The University of Alabama
John McElroy, senior manager product strategy, TouchNet
8:15 AM
Student Financial Literacy: Building it Back
8:15–9:15 am ET • 1 CPE credit in Finance
Do you know how to build a financial literacy program from scratch, or take your current program to another level without impacting your departmental budget? Attend this session to learn how to build out a program for your entire campus. You’ll leave with a concrete plan for your institutions and a framework for running individual financial literacy sessions. This highly interactive session will have games, Kahoots, and polls, so come ready to learn in a fun environment where you will leave energized and ready to bring a dynamic student financial literacy program to your institution.
Speakers
Ellen Curcio, director of student financial services, Ursinus College
Morgan O'Sullivan, director of student financial services communications and operations, Lynn University
9:15 AM
Break
9:45 AM
Collections Panel
9:45–11 am ET • 1.5 CPE credits in Finance
Students with stranded credits, new laws and policies governing use of transcript holds, and the need to balance enrollment and revenue goals with customer satisfaction are among the issues creating changes in how institutions must look at billing and collecting for their student accounts receivables. Factor in a changing workplace with both student and workforce needs along with new laws and regulations adding layers of institutional requirements, and debt collections take on a new look and feel. Hear from industry experts about those trends and solutions that require your immediate attention, as well as how to construct new business models that will facilitate necessary changes with minimal friction. This presentation will dive into the newest legal constraints as well as alternatives to still make sure the student is not incurring overwhelming debt to finance their education while ensuring institutions have sustainable financial models.
Speakers
DeAhn Baucom, university cashier, University of North Carolina at Chapel Hill
Christine Blakney, senior managing director, Texas Tech University
Joe Weglarz, executive director, student financial services, Marist College
David R. Glezerman, managing partner, The DRG Group, LLC
James Jones, executive vice president, Reliant Capital Solutions
9:45 AM
Transcripts, State Laws, and Compliance
9:45–11 am ET • 1.5 CPE credits in Specialized Knowledge
Withholding transcripts due to an unpaid balance has been a long-held, widespread practice among colleges and universities. While many institutions argue for its effectiveness in collecting past due balances, national attention is challenging that notion. This session will cover state and federal laws, regulations, guidance, and institutional policies related to transcript and diploma holds for outstanding financial debts owed to the institution. You will also hear how one institution leveraged data to examine the unintended impact of its transcript withholding policy on certain student populations and how the school ultimately ended the practice.
Speakers
Megan Casey, director, bursar operations, Johnson County Community College
Jacqui Gatlin, bursar, University of Colorado Denver | Anschutz Medical Campus
Karen Reddick, vice president-business development, National Credit Management
11:15 AM
Remaining Mission-Focused While Moving Forward: A College President’s Perspective [HYBRID]
11:15 am–12:15 pm ET • 1 CPE credit in Specialized Knowledge
In the bursar’s office, it can sometimes be easy to be focused on tasks, challenges, and the here-and-now so that staff may lose focus on their college or university’s mission and how their work fits in to the institution’s strategic goals. Working together, higher education leaders at all levels in all departments can help an institution move towards its vision. Hear perspectives from one college president on how business officers fit into these conversations. The transformational changes faced by colleges and universities will be covered as he draws upon personal experience to emphasize how to stay true to mission in turbulent times and beyond.
Speaker
Dr. Donald Generals, president, Community College of Philadelphia
Located just steps from Reading Terminal Market, Independence Hall, and the Fashion District Philadelphia, the Philadelphia Marriott Downtown will host the 2023 Student Financial Services Conference.
NACUBO's Group Rate for the 2023 Student Financial Services Conference has expired but please check the hotel website to make your reservation.
Exhibitor and Sponsorship Opportunities
This meeting is your opportunity to reach bursars, student financial services directors, loan collectors, financial aid administrators, and other staff within the college and university finance services.
