PDG CONFERENCE. Training, Communication, & Technology Strategies For Receivable Management. Presented by: Judith Flink & James Burgdorf

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1 PDG CONFERENCE Training, Communication, & Technology Strategies For Receivable Management Presented by: Judith Flink & James Burgdorf

2 JUDITH FLINK Judith Flink has served as a senior-level higher education administrator for over 30 years with nationally acclaimed expertise in student financial services operations including bursar/cashier operations; student loan repayment improvements and student retention and government relations. She possesses an unusual blend of strategic thinking and operational savvy with proven experience in creating process improvements that accelerate cash flow and increase student satisfaction and retention. Judith has a keen insight for identifying untapped talent and building high-impact teams that conquer difficult goals. Judith is recognized nationally for the establishment of best practices and for making a positive impact on legislation relevant to all aspects of student financial services. In her leadership role as Executive University Student Financial Services and Cashier Operations for all three University of Illinois campuses. Judith served on a number of National Higher Education Committees including serving as the President Coalition of Higher Education Assistance Organizations -COHEAO. Judith was a member of the National Association of College and University Business Officers (NACUBO) Committee on Veteran Affairs and Committee on Third Party Billing Systems. She has held leadership responsibilities and presented professional papers for the National Council of Higher Education Loan Programs (NCHELP); the Illinois Student Loan Association (ISLA); the Illinois Bursars Organization (IBO); the Big Ten Bursars Association; and the Postsecondary Electronic Standards Council (PESC) where she was a Board Member from Judith Served as the interim Associate Controller at Rutgers University. Judith holds a BS in Management and has completed coursework toward her graduate degree in Management. Presented by: Judith Flink & James Burgdorf

3 JAMES BURGDORF James Burgdorf is an Associate Director with University Student Financial Services and Cashier Operations (USFSCO) at the University of Illinois. Prior to starting with USFSCO in 2007, James built a strong background in cash handling and customer service through ten years of banking experience. In his current role, James manages policies and procedures for all cash handling inquiries across the University of Illinois System. He also designs and delivers Cash Handling and Basic Banner Accounts Receivable trainings for University departments. James additional duties include facilitator of an internal USFSCO professional development cohort. The professional development activities has improved cross unit collaboration, teamwork, and communications within USFSCO. He also designed and implemented a new collection agency auditing protocol. James facilitates a University wide campus meeting on the University of Illinois at Springfield campus. The meeting provides opportunities for University departments to share information, announce upcoming events, and celebrate successes. James holds a Bachelor of Science in Business Administration/Economics from Illinois College, and a Master of Science in Accountancy from the University of Illinois at Springfield. He became a Certified Fraud Examiner in September 2015.

4 STRATEGIC BET Utilizing a combination of training, communication and technology strategies may achieve the following: Enhance Customer Service Reduce Payment Delays Improve Cash Flow Decrease Outstanding Receivables Increase the collective knowledge of your team

5 STRATEGIES Training/Professional Development Communication: Different Deliver Methods Webinars Information Sessions Webisodes Proactive Outreach Marketing & Mass Communication Implement a Pre-Collect Program

6 TRAINING STAFF It does not matter whether you have two or two hundred employees You must train everyone in the art of customer service.

7 TRAINING STAFF We cannot tolerate rudeness, incorrect information, or apathy on the part of staff. Not taking the time to thoroughly train all employees from the bottom to the top is a common mistake

8 THE SMALL THINGS MATTER Please Thank You We re Sorry About The These are simple but muchappreciated phrases that cost nothing, take little effort, and win big points Inconvenience

9 THE SMALL THINGS MATTER Listen closely to customers especially when the customer is upset about something. Typically their response does not match the problem. Practice the art of listening and even taking notes. Respond to each inquiry in a timely fashion.

10 WHY PROFESSIONAL DEVELOPMENT Increase the collective knowledge of your team Make employees feel satisfied Enhance your company s reputation Attract more qualified candidates Bolster your retention strategy Make succession planning easier

11 CONSISTENT MESSAGE Billing Process Payment Options FERPA Release Direct Deposit Financial Literacy

12 CONSISTENT MESSAGE Billing Process No Paper Bills!

13 CONSISTENT MESSAGE Billing Process S M T W T F S No Paper Bills! Tuition & Fee Due Dates Fall: September 28th Spring: February 28th Summer: June 28th

14 CONSISTENT MESSAGE Payment Options PAY MY BILL Financial Aid Online Payments Mail Third Party Billing Wire transfer Payment Plan

15 CONSISTENT MESSAGE FERPA Release FERPA Implications Authorized Payer (FERPA Release)

16 CONSISTENT MESSAGE Direct Deposit So long paper Enrollment Instructions Benefits Success Rate checks!

17 CONSISTENT MESSAGE Financial Literacy Student Money Management Center Outreach to Priority Students Present Webinars Financial Literacy Video Content for International Students Constant tweets and s

18 ORIENTATION WEBINARS Webinars Hosted June - September Overview of Accounts Receivable Policies Demonstration of Online Services Question & Answer Session

19 PARENT INFORMATION SESSION Hosted in August Overview of Accounts Receivable Policies Demonstration of Online Services Question & Answer Session

20 DEPARTMENT INFORMATION SESSIONS Hosted in May - August Overview of Accounts Receivable Policies Demonstration of Online Services Question & Answer Session

21 WEBISODES UI Developed 12 Webisodes Provides Step-by-Step Directions

22 SUNY - BUFFALO Webinars for students.

23 UI USFSCO WEBSITE

24 MARKETING Campus Newspaper Postcards Advertise in Student Planners Parent Handbook Signage on Campus Bus

25 MASS COMMUNICATIONS Leveraging auto dial systems, texting, call center & mass s

26 DELINQUENT STUDENTS Proactive Outreach Multiple Touch Points Flexible Payment Options

27 PROPOSED PRE-COLLECT SCENARIO: Students that have a financial aid adjustment after start of term: Start of Term Financial Aid Posts for Term OnPlan notifications begin for students that have a receivable balance due to financial aid adjustment OnPlanU closes accounts that have not established a payment plan and sends file to institution specified collection agency Aug 2015 Sept 2015 Oct 2015 Nov 2015 Dec 2015 Feb 2016 Mar 2016 Students that registered between March and August sign-up for payment plan Students receive financial aid adjustment creating a balance on their student AR Not Eligible to Enroll Due to Open Balance OnPlan Pre-Collect follow-up accelerates, adding language to notices for collection agency placement pending

28 PROPOSED PRE-COLLECT SCENARIO: Students That Have Payment Plan Cancelled for Non-Payment Start of Term October 5th; Payment Plan First Attempt (failed) OnPlan Pre-Collect Notifications begin for students that had a failed payment plan OnPlanU closes accounts that have not established a payment plan and sends file to CLC collection agency Aug 2015 Oct 2015 Nov 2015 Dec 2015 Feb 2016 Mar 2016 Students that registered between March and August sign-up for payment plan October 20 th ; Payment Plan Second Re-Attempt (failed) Not Eligible to Enroll Due to Open Balance OnPlan Pre-Collect follow-up accelerates, adding language to notices for collection agency placement pending

29 TEAMWORK Building Relationships Across The Campus IT Financial Aid Registrar Academic Departments Provost

30 STRATEGIC BET Utilizing a combination of training, communication and technology strategies did achieve the following: Enhance Customer Service Reduce Payment Delays Improve Cash Flow Decrease Outstanding Receivables Increase the collective knowledge of your team

31 IN CONCLUSION

32 QUESTIONS OR COMMENTS Judith Flink Retired Executive Director of Student Financial Services and Cashier Operations University of Illinois System Served as Associate Controller at Rutgers University James Burgdorf Associate Director of Student Financial Services and Cashier Operations University of Illinois System

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