All three characteristics are critical for successful Financial Aid officers. However, we're all human and mistakes will be made (on rare ocassions!). Timeliness and accuracy may happen and can be corrected/overlooked. But poor customer service is unforgivable -- we must all choose to treat those we serve with courtesy and dignity in every interaction.
All three characteristics are critical for successful Financial Aid officers. However, we're all human and mistakes will be made (on rare ocassions!). Timeliness and accuracy may happen and can be corrected/overlooked. But poor customer service is unforgivable -- we must all choose to treat those we serve with courtesy and dignity in every interaction.
I feel like customer service is the most important aspect. Taking care of the student does several things and one of those is creating a student who is responsive in the future when you may need documents to process their aid which leads to timeliness.
If you are creating a clean file with no errors you are in a sense providing excellent customer service so that the student receives their funding in time.
Timeliness and Accuracy are provided good service to the student.
I feel the most important characteristic of the Financial Aid department is service. The reason being is that if you process students' aid in a timely manner as well as accurately you are doing them a big service as you are delivering excellent customer service on the back end. Many may look at Service as its own characteristic however I view it as all encompassing. If we are not timely and accurate we are not providing the best service we possibly can to our students.
As a grad school accuracy is crucial however without timely responses to prospetive students and a pleasant upbeat manor at all times we would not be doing our job. This applies to retaining students also.
Daniela, I couldn't agree with you more. All three characteristics work hand-in-hand. Providing aid timely and accurately is providing good customer service to the student.
Regards,
David McGuffee
Margaret, I agree with you. Accuracy in the information you provide your students is very important. Actually, all three - timeliness, accuracy, and customer service go hand-in hand and are all very important.
Regards,
David McGuffee
I agree Service to be the most important, we strive to put students first. Timeliness sometimes is also a aspect to service, and while accuracy is important; if you own up to the mistake (when made), students are more forgiving, especially if you got back with them timely in the first place.
Rhonda,
I understand your thoughts on Service being the most important from your perspective. Also, I especially appreciate your comments on mistakes and taking responsibility for these. There have not been many post that address mistakes and the importance of owning the issue and resolving. Great points.
Sincerely, Chyrl
Chyrl Ayers
I would rank customer service as the top priority because accuracy and timeliness are a part of good customer service.
Jennifer,
Many of the participants in this forum made the same observation. If Customer Service is placed as the number one priority in the Financial Aid Office then accurate and timeliness of processing would follow. When you are striving to provide students with excellent customer service it is difficult to separate it from accurate and timely processing. It is important to build in report to verify that the exemplary customer service is creating accurate collection of FA information and timely awarding/disbursing and reporting.
Sincerely, Chyrl
Chyrl Ayers
Although all are very important when dealing with students in general, I believe customer service is the most beneficial to the students as well as myself. Great customer service creates a bond with you and the student which helps them trust you when dealing with school issues.
Nathaly ,
I agree with your thoughts on the importance of great customer service skills as it relates to students and parents. Our focus at the campus level is about building relationships with our students to ensure their overall success from start to graduation. Also, when you are focused on servicing the student I believe accurate and timely processing financial aid will occur as part of the overall process.
Sincerely, Chyrl
Chyrl Ayers
I believe that accuracy is one of the most important processes when dealing with Financial Aid. We are dealing with Federal Aid and are being audited on this information. It is all black and white and no grey areas.
Sincerely,
Lazara Tapia
Lazara,
Accuracy is very important and this forum was a very personal question posed to all that participated. As you can see many participants had varying thoughts on each characteristic and how all come together to form a perfect balance.
Sincerely, Chyrl
Chyrl Ayers
it is essential that the student is satisfied with your explanation
Yusimi ,
I agree that it is important to provide students with accurate, clear, and timely responses. Are there any techniques you use to ensure this occurs when students have questions? Do you try to set appointments to address the students' concerns or do you implore a more open door policy? Your feedback could provide other participants with ideas for their Financial Aid Office.
Sincerely, Chyrl
Chyrl Ayers
Accuracy is the most important aspect of the above three items. As a financial aid professional, one needs to ensure that the student records are completely accurate. Records that are not kept in order can cause chaos for auditors and possibly the Department of Education if a representative visits the office.
All three items are important but if I were to pick one, I would pick service. Timeliness and accuracy are both required parts to providing good service. In the chance that timeliness and accuracy don't work out, the service that was provided during that time is what is going to stand out in the student's memory of the situation.
Nicholas,
The selection on which is the most important characteristic is a very personal decision and probably reflects on the approach your team has to students. It is difficult to have just one item since good service would be directly related to timely and accurate processing. Good service is all inclusive of meeting all of the needs of your students.
Sincerely, Chyrl
Chyrl Ayers
