Excess Funds
"Just making sure I'm still receiving excess funds." (Disbursement occurred the day before-- QC hold for credit balance on file/on hold)
Example: Thank you for staying actively involved with your account. It’s smart to follow up on these details to ensure everything aligns with your financial needs and expectations.
"I thought my financial aid would cover everything, but I just got a bill for tuition. What am I supposed to do now?"
Example:
It can be concerning and stressful when an unexpected balance occurs, and I'm glad you reached out for support. I am here to help you find the best solution.
Identify situation legitimizing phrase is coming from
Thank you for your question! It's completely reasonable to ask about disbursement timing, and I value your proactive approach with your account.
Example:
"When can I expect my disbursement?"
"I've been getting a lot of different answers with my financial aid. Can you help?"
Example: It's valid to seek clarifiction, especially when receiving different information.
Identify situation that legitimizing phrase is coming from:
I understand that you feel frustrated and distrustful, and I want to assure you that your concerns are being taken seriously.
Example:
"That's a convenient answer, but I know you all are lying. I hope the University treats you better than they treat their students."
Good legitimizing phrase?
"My excess funds should be in my account by now. What's the hold up?"
"That's a valid question. Excess funds can take up to 14 days to be released. I'll look into this for you."
The phrase could be more specific to the student's concern, instead of just acknowledging their question
"Why is my financial aid package less this semester? I can't afford to pay more!"
Example: Your concern is completely reasonable, especially when an unexpected cost occurs. Let's review this together and find the best solution.
"Is everything alright with my financial aid? The disbursement didn't happen today, so I'm worried."
Example:
It is completely reasonable to seek clarity about your disbursement, especially when the date has passed.
Good legitimizing phrase?
"I'm really confused and worried. One person told me I was getting excess funds, but another person just said that I had a balance of $2,000.00. Can you please help?"
"I can see how that would be confusing. I would be worried, too! "
The legitimizing could be more specific to what the student mentions, but does a good job validating the student's feelings.
"This school sucks. You always change the answer and my funds NEVER come on time."
Example: I understand your frustration with this situation. Let's work together to address these concerns and find a solution
Identify situation that legitmizing phrase is coming from:
I understand the urgency of your situation and the need for the excess funds to be released promptly. Please bear with me for a few minutes while I review our options.
Example: "I'm in a bind. I really need the excess funds to be released now for rent and bills, but keep getting told we're within the processing time. Is there anything you can do?"
Good legitimizing phrase?
"I applied for a scholarship, but I haven't heard anything back. I'm really worried about paying for school."
"I appreciate your active involvment in managing your financial situation, and understand that paying for school can cause a lot of stress. Let's review the scholarship and other options together."
Yes -- it is specific and validating
"I was told my financial aid would be disbursed by now, but I haven't received anything. How am I supposed to pay for courses and my bills?"
Example: I understand your concerns about funding being late, and can see how that can be frustrating. I am happy to look and see how I can help.
"So now you're giving me a completely different answer. Why did the other person lie?"
Example: I understand it can be concerning and frustrating when the information changes. Let's review this further, so we can understand why the information changed, and how we can move forward.
Good legitimizing phrase?
"Your apology doesn't mean anything to me. This whole situation is unacceptable."
"I apologze for the situation, and really understand where you're coming from. This is the information I have right now."
The student doesn't feel seen or heard by the FA apologizing. Instead, the FA could say something like this: "I hear your frustration and understand that this situation has been very stressful for you. Let's work together to find a resolution that addresses your concerns"
"Why aren't my excess funds released yet?! I depend on these funds to live! My bills are going to be late because of this."
Example: It's completely reasonable to ask about the timing of excess funds, and I recognize how important this is to you.
"I don't want another course to be added to my payment period. I can't pay for that balance, and didn't ask for another course!" (Student has a NPG that caused a shortfall)
Example: I understand your concerns about another course being added, and recognize the stress a shortfall can cause. I am going to review your account for more information and other possible solutions.
Identify situation that legitimizing phrase is coming from:
"We understand that receiving updates promptly is essential, and recognize that any delay can be disappointing."
Example:
"This is completely unacceptable. My disbursement was supposed to happen yesterday, and now you're telling me it won't happen for three more days?!"
Good legitimizing phrase?
"Everyone always tells me something different, and it's always a new issue that's happening. I don't understand why you all can't figure it out, but I need some real answers!"
"I hear how frustrating this situation is and recognize it is really stressful when there are multiple answers during the financial aid process. "
Yes; it doesn't indicate that other answers were incorrect, and helps validate the stress of new information
"Are you serious? Do you even know what you're doing?"
Example: " I am here to support you, and want to ensure we maintain a respectful conversation. I hear your frustration. Let's look at what we can do right now."
Good legitimizing phrase?
Student has been chatting in every 30 minutes, asking if their excess funds have released yet. They're frustrated they are being told the same thing.
"I hear how frustrating this situation is, and am happy to work with you."
The example isn't specfic to the student's concern/doesn't reassure the student.
Good legitimizing phrase?
"I'm not paying for that so you better find out a different solution. I need this money for rent. I can't believe you all are just now telling me about this!"
"I hear your frustration regarding this update and its timing, and am here to support you."
The example acknowledges frustration, but the FA could empathize/validate student's concern about needing the money for rent/living expenses.
"I am really concerned. You all are holding my financial aid, which I have to pay interest on. Why do you get to wait to disburse it and then take even longer to give me the excess funds? That isn't fair at all! This is my money!"
Example: I understand it is concerning when financial aid is delayed, and recognize how frustrating this situation is.
Identify situation that legitimizing phrase is coming from:
"I understand your frustration and appreciate your patience as we work to resolve this issue. Let's take a moment to review the information together to ensure we have the correct details. Your concerns are important to us, and we want to make sure everything is clear before moving forward.
Example: "That's not what I was told, and I demand you find the correct answer right now. Until this is figured out, I won't be making any payments or attending any courses."
Good legitimizing phrase?
"Clearly you can't comprehend what I'm saying, and don't know what you're doing. Get me someone that can actually help me and isn't useless."
"I understand that this situation is very stressful, and want to be sure I am helping you accurately. Let's work together to maintain a respectful conversation, and to find a solution."
The statement places a boundary, while still reassuring the student that the FA is here to help and validates their feelings.