Please complete this 20 Question Pop Quiz. We will use the results to evaluate training needs.
To ensure I’m providing you with Quality Service today, this call may be recorded.
To ensure I’m providing you with Quality Service today, my calls are recorded.
To ensure I’m providing you with Quality Service today, this call will likely be recorded.
None of the above. Calls are not recorded.
True
False
I am Financial Aid and we need your missing documents.
I am calling regarding your Verification Worksheet. It is past due.
I am with Student Outreach and we are the government.
I am with Student Outreach and we are document collectors.
I am with Student Outreach. We work with your campus when additional information is needed to ensure your student file is complete.
True
False
Inappropriate Call Management, which is against policy
Appropriate Call Management
Courteous Call Management
Wrap Up time
Last four digits of his Social Security Number
Date of Birth
Federal Pin Number
Zip code
All the documents listed as Missing in the CampusVue Document Tracker
Check OnBase to figure out what is missing
Call SupportDesk to ask what is missing
LiveVox Agent Panel lists the missing documents Student Outreach should be calling on
Hung Up
No Answer
Call Back
Document already provided to Campus
Portal Walked student to Portal while on phone
Hung Up
No Answer
Call Back
Document already provided to Campus
Portal Walked student to Portal while on phone
Hung Up
No Answer
Call Back
Document already provided to Campus
Portal Walked student to Portal while on phone
Hung Up
No Answer
Call Back
Document already provided to Campus
Portal Walked student to Portal while on phone
Hung Up
No Answer
Call Back
Document already provided to Campus
Portal Walked student to Portal while on phone
The student is going into the campus to complete the form
The student cannot appear in person at the campus to complete the form
The student wants to email the form back to the agent
The student wants to fax the form back to the agent
Fax it back to the Outreach Center
Email it back to the Outreach Center
Mail it to the address listed on the notarized version of the Statement of Educational Purpose form
Upload it into the Portal
True
False
Tell the student that you will be emailing him the form after you hang up.
Email the 14-15 Low Income form to the student while they are on the phone, but then hang up once they receive it.
Email the 14-15 Low Income form to the student while they are on the phone, walk them through the form, and then walk them through the Portal to upload the document in the Document Center.
Tell the student to get the form in as soon as possible and set a call back.
Verification Documents need to be uploaded in the Student Portal Document Center
C-Code Documents need to be uploaded in the Student Portal Document Center
Entrance Counseling needs to be completed in iGrad
A parent PLUS credit check needs to be competed at studentloans.gov
Yes, because you only need one of these documents to fulfill the C-Code requirement
No, because all of these documents are missing
No, because a U.S. Passport and Birth Certificate are required at all times
Check Activities
Look for an 02 code on page 3 of the ISIR
Look for any code on page 3 of the ISIR
Check the Estimate
Go to http://www.irs.gov/Individuals/Get-Transcript and download a copy of her taxes real time. Then the student can upload her taxes into the Student Portal Document Center.
Visit her tax preparer for a printout of her taxes. Then the student can upload her taxes into the Student Portal Document Center.
Visit TurboTax for a free copy. Then the student can upload her taxes into the Student Portal Document Center.
Email Outreach a statement confirming why she was not able to use the IRS Data Retrieval Tool successfully
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