# Presentation: 259906

## Session 19

- A Day in the Life of the COD School Relations Center
- Barbara Davis
- Thomas Wrinn

## Objectives

- Customer Service staffing and assistance
- Tools used to assist schools/borrowers
- Top call reasons
- Troubleshooting edit code rejects

## Customer Service Staffing and Assistance

- Typical day of a Customer Service Representative
- Specialty teams

## Your CSR Team

## Typical Day of a Customer Service Representative (CSR)

- CSR assignment
- Incoming calls/e-mail
- Outreach
- Issue follow-up

## Specialty teams

- Reconciliation
- Issue Resolution
- Workflow
- Communication
- Quality Assurance

## Reconciliation Team

## Primary Duties	

- Pell and Direct Loan Closeout
- Cash monitoring and reconciliation
- Emergency funding and increase in authorization
- Unprocessed de-obligations
- Work with schools and CSRs on funding questions/issues

## Highlights

- Recon team has over 15 years combined experience in COD reconciliation
- Integrated database developed to streamline closeout and school cash monitoring
- Working with schools to gain monthly reconciliation mentality

## Issue Resolution

## Issue Resolution

- Research possible system issues
- Monitor high edit code rejects to locate possible system/school problems
- Coordinate school/vendor software testing
- Assist software developers with code changes

## Workflow, Communication, and Quality Assurance teams

- Workflow-helps CSRs maintain the balance between answering calls and e-mails quickly and performing follow up
- Communication-creates announcements keeping everyone on the same page
- Quality Assurance-monitors calls/e-mails for accuracy

## Tools

- IFAP Web site
- Common Origination and Disbursement Web site
- School monitoring weekly e-mail

## IFAP

**IFAP**

## HERA News

## What’s New

**What’s New**

- Get it the easy way!

## COD Technical Reference

## Implementation Guide

## Instructions for Processing in the COD system

**Instructions for Processing in the COD system**

## Technical Reference Processing, cont.

## Testing and Appendices

## Reports- How to get them, what they do

## Common Origination and Disbursement Web site

- Funding
- Batch Level
- Person Level
- Help Text

## Funding Screen

## Cash Activity

## Batch Search

## Batch Search Results - Person

## Batch Search Results – Date Range

## Person Screen

## Help Text

## Help Text

## School Monitoring E-mail

- Unsubstantiated cash
- Potential Overaward Process (POP)
- Unbooked loans
- Who gets them

## Slide 33

## The Top Call Reasons

- Password reset
- Online changes
- POP
- Student calls
- Rejected records

## Password Reset

- Security Administrators
- Unlock
- Reactivate
- Create
- Deactivations and Resets
- Only Security Administrators need to call COD

## Online Changes

- Access
- School Users 3, 4 and 5(admin)
- Responses
- Does your software accept Web responses?
- Help Available
- COD Customer Service can walk you through the change

## Potential Overaward Process (POP)

- How it happens
- Two schools pay one student over the yearly limit
- When does money get taken away?
- 30 days from overaward
- What do I do to fix this?

## Potential Overaward Process (POP)

**Potential Overaward Process (POP)**

## Pell POP Report

## Student Calls

- Why they call
- What we tell them

## Where to Call for What Reason

## Edit Code Rejects

- 039 (Incorrect Award Amount)
- 056 (Sequence Number Not In Sequential Order)
- 058 (Duplicate Disbursement Information On File)
- 067 (Incorrect Disbursement Amount)
- 074 (Incorrect Adjustment to Disbursement Release Indicator)

## Troubleshooting Edit Code Rejects

- 039 Incorrect Award Amount
- Common reason
- Submitting incorrect data
- How to fix the reject
- Review
- Grade Level
- Academic Dates
- Annual Award Limits

## Troubleshooting Edit Code Rejects

- 056 Sequence Number Not In Sequential Order
- Common reason
- Trying to change the disbursement amount or date of a previously accepted disbursement
- How to fix the reject
- You must increase sequence number

## Troubleshooting Edit Code Rejects

- 058 Duplicate Disbursement Information On File
- Common reason
- Sending disbursement records that were previously accepted
- How to fix the reject
- You may need to import recent responses from SAIG

## Troubleshooting Edit Code Rejects

- 067 Incorrect Disbursement Amount (sum of the disbursements exceeds award amount)
- Common reason
- Reducing number of disbursements without adjusting award amount or only sending partial disbursements
- POP
- How to fix the reject
- Review the disbursement amount for each disbursement number and compare to the total award approved
- Work with other school(s) to resolve

## Troubleshooting Edit Code Rejects

- 074 Incorrect Adjustment to Disbursement Release Indicator
- Common reason
- Disbursement Release Indicator changed to “False” after disbursement is funded (actual disbursement)
-  How to fix the reject
- If you are attempting to cancel a disbursement then you must send in an adjustment by reducing the amount to zero

## Questions or Comments?

- We appreciate your feedback and comments.
- We can be reached at:
- _[Barbara.davis@ed.gov](mailto:Barbara.davis@ed.gov)_  202.821.3953
- Tom Wrinn @ 1.800.848.0978 or 1.800.474.7268