# Presentation: 799078

## Session 25

- COD Customer Service

## Customer Service

- Agenda
- Customer Service Overview
- Statistics
- Current Initiatives
- COD Issues

## Customer Service Overview

- Calls routed by your school or vendor code to assigned teams
- Teams are currently structured by process
- Direct Loan and Pell schools
- Pell only schools
- Full Participants (includes vendors coding FP version)
- Pell only schools with 3rd party servicer
- Pell/Direct Loan schools with 3rd party servicer

## Behind the Scenes

- Calls are tracked on the COD system.
- Issues are opened if school representative can not resolve the issue during the phone call.
- Other resources are engaged to resolve the issue:
- Support Specialists
- Business Analysts
- Technical Support Specialists
- Customer Service will provide updates on a regular basis.

## Communication Methods

- COD Web Site Postings
- COD Daily Processing Updates
- P-Messages (for Pell related issues)
- Direct Loan Bulletins
- E-mail via _[CODSupport@afsa.com](mailto:CODSupport@afsa.com)_
- Outreach campaigns (when necessary)

## COD Customer Service
Statistics

- Statistics

## COD Inbound/Outbound Calls

## Average Speed of Answer (ASA)

## Average Talk Times

## Source of Calls

## Web User Requests

- •  There are currently 21 Third Party Users  •

## Current Initiatives

- More direct access to Primary Rep
- Reduce need to transfer to LOC regarding Promissory Note issues
- Recurrent training developed for CSRs
- Training of Support Specialist Team

## Current Initiatives

**School Testing:**
**Common Record Manual Verification – February 2003**
**Structured Application Testing – Mar. 2003 – Sept. 2003**
**School Testing Guides available on IFAP beginning in January 2003 and sign up sheet**
**Software Vendors supporting Common Record are encouraged to test**
**Full Participant Schools that use their own software product are encouraged to test with COD**
**Schools are encouraged to talk to their vendor about test plans**** ****and testing results**

## Current Initiatives

**COD Support:**
- Buddy system to share lessons learned
- Revamp current FAQ process to ensure more dynamic information bringing attention to NEW postings
- Evaluate List Serves/Bulletin Boards to introduce a virtual COD Community for schools and vendors to post questions, concerns and feedback on COD 2003/2004
- Have an onsite team to provide technical support for XML, COD processing and School Testing.
- Utilization of  Area Code Routing to get you to your representative eliminating the need to input school I.D. in the Voice Response Unit.

## Top Issues

- Pell Year to Date
- Promissory Notes
- System Edits
- 024
- 039
- 994/996
- 074
- 824/827
- Funding

## How do I become a COD Full Participant?

- Schools must register with COD to become a Full Participant in Award Year 2003-2004
- To register, contact COD School Relations
- Email _CODSupport@afsa.com_
- Indicate “2003-2004 Full Participant”  in Subject Line
- Call COD School Relations
- Select Award Year 2002-2003 and express interest to COD CSR
- All EDExpress Users must register as Full Participants for 2003-2004

## How do I obtain access to the COD Web Site?

- Submit a Security Administrator Request Letter on school or corporate letterhead
- Security Administrator is responsible for setting up additional users at your institution
- Reporting/Attending school relationships in COD will automatically allow access to other school codes
- Refer to announcements on IFAP for detailed instructions and mailing address
- 6/3/02 - Updated: COD Website Access for Schools
- 6/3/02 - COD Website Access for Vendors/3rd Party Servicers

## How do I contact COD Customer Service?

- Email  _CODSupport@afsa.com_
- Call COD School Relations Center
- 1-800-4-P-GRANT for Pell Grants
- 1-800-848-0978 for Direct Loans
- Enter Award Year 2002-2003
- COD Web Site (www.cod.ed.gov)

## Where can I get more information?

- IFAP Web Site (www.IFAP.ed.gov)
- Common Origination and Disbursement page
- Announcements and FAQs
- COD Technical Reference
- COD Web Site (www.cod.ed.gov)
- Daily Processing Updates
- School Funding and Processing Information
- Contact COD Customer Service

## Other COD Sessions

- Session 21 – What’s New for Direct Loan 		Processing in 2003-2004?
- Session 22 – What’s New for Pell Grant 	Processing in 2003-2004?
- Session 23 – COD and Pell Grants: Updates to 		Edits and Record Layouts for 2003-	2004
- Session 24 – COD and Direct Loan: Updates to 		Edits and Record Layouts for 2003-	2004

## Other COD Sessions

- Session 25 – Meet the COD Customer Service Team 	and Get Answers to Your COD Questions
- Session 26 – COD: Using the New Web Site
- Session 27 – COD Full Participants for 2003-2004
- Session 28 – COD and Direct Loans: Balancing the Books
- Session 29 – COD, Pell, and Direct Loans: 		Funding for Schools

## Slide 22