NYSOBBA Novice Training 101

WorkshopMonday, June 9, 2014

2014 June NYSOBBA ConferenceAlbany, NY

Organization Officers – regions Conference Listserv Website

www.nysobba.org Regions Access to committed vendors John Karrer Scholarship

NYSOBBA

If it is NOT documented –

It did NOT happen.

Words of Wisdom

Who are YOU? And what do you do all day!?

Relationships:StudentsFA Finance Registrar Admissions Controller and AuditAnd, oh by the way – each other!

Tasks◦ Charges – automatic, from other depts ◦ Bills – paper/online, how often◦ Payments – paper/ach/online/credit ◦ Reports – error catching, reporting to Finance, cashing out◦ Disbursement of financial aid – regulations◦ Delinquent accounts – Brief collection discussion◦ Disaster planning?◦ What do you outsource?◦ How do you communicate with:

Students Parents Other departments

Tasks & Responsibilities

Quick history – how do we get there?◦Negotiated Rule-Making

Changes – importance of staying informed

What’s available and where www.ifap.ed.gov/ifap/index.jsp (Information for Financial Aid Professionals)

Regulations!

LOTS of regulations◦ Again – see IFAP

Refund process – our most angst Cash management Direct Lending

◦ Several sessions here – take advantage of them! Now add TILA Regulation Z

Title IV

FERPA◦ Family Education Rights and Privacy Act

GLBA◦ Graham-Leach Bliley Act

Privacy Safeguards PCI

◦ Payment Card Industry Compliance Red Flag rules

◦ School by school – what raises your eyebrows? Reg Z

Privacy and Safe Guards

NYS archives rule◦ www.archives.nysed.gov/a/records/mr_retention

Feds – FA – three years after graduation◦ Problem for us > five and seven years

Perkins a few different rules? Your own school retention policies

A Word to the Wise : Do Not Save Anything Any Longer Than You Have To – Avoid A Lot of Issues! (Right from our Counsel)

Record Keeping

Blue Book, the bottom line Academic glossary – handout Useful Financial Terms More definitions Handout –

◦ Questions and answers◦ Glossary of academic terms◦ Financial terms◦ Acronyms◦ Helpful links

Extra Resources

NYS Higher Education Services Corp Brief overview……… Sessions here at the conference?

◦ Will show enhancements and changes◦ Everything is online for us and for students

TAP

1. I apologize for this mistake and will take full responsibility to make it right.

2. I’m not sure, but I will find out and get back to you (and then DO get back).

3. What else can I do to help you today?4. What would be the most convenient for

you?5. Thank you for coming in to the office to

discuss this.

Bursar’s Top Ten Expressions of Good Customer Service

6. Your time is valuable. We will make this as quick and painless as possible.

7. Policies are in place to ensure fairness, not to be roadblocks. Let me check to

see if there is another solution we can offer.

8. We understand and will help you all we can.

9. Thank you.10. Yes.

…..Customer Service

You will never find a more helpful and generous group of people to work with, than your colleagues in NYSOBBA – at any time, pop into the listserv and ASK.

There is a wealth of information available – there is always at least one person who can help – usually more!

Thank you all – Enjoy the Conference!

Questions?