Call Etiquette
Case Management
Financial Services Competencies
MISC
100

Before closing a call what should you ask?

Examples of Verification of Resolution:

  • Have I been able to answer all of your questions today?
  • Is there anything else that I can assist you with today?
  • If you have any other questions along the way, please give us a call.
100

When an case status shows "Open: Update" what does this mean?


If you send the student an email, then close your case, then the student replies, it will reopen in the Open:Updated  status.

100

What is our school code number?

033394

100

When a supervisor or TC is not able to take an escalated call, what should you do?


  • If the student would like a callback, please complete the Escalated Student Callback Request form for your Supervisor and Team Coordinator.
  • Transfer the case to your Supervisor/Team Coordinator as they take over communication with the student.

Please Note: *Please be sure to contact your Supervisor/Team Coordinator directly through Teams to determine their availability, do not send a message in the General team chat.

200

When leaving a voicemail for a student who has a non- FERPA Block, please avoid saying what?



Do not provide any information regarding the reason for the call in the voicemail

ex: Hello, this is __________ from WGU Financial Services. Sorry, I was unable to reach you. I will be sending an email to your WGU email address with more details. Please reply to that email at your earliest convenience or give us a call at (385)-428-3104. Thank you! 

200

When sending a case to R&R create what type of case?

Financial Services

200

What is CPS used for?

CPS is used to locate a students FAFSA and only requires their Social Security Number and first two letters of the student's last name

200

What does FERPA stand for?

Family Educational Rights and Privacy Act

300

On occasion, third parties may request information regarding a student's account. What is needed to provide directory information? 

* Prior written consent by completing a FERPA Release form

*Their verbal consent on the phone call,

300

When merging cases and you see that they contain attachment, what should you do?

You will need to download and save the attachments to your computer to re-upload to the merged case later.
MERGING CASES CAN GET RID OF ATTACHMENTS.

300

What is COD used for?

  • COD is used to review a students Master Promissory Notes, Loan Entrance Counseling, PLUS loan application status', Overlapping Loans, and Pending Disbursements. COD only requires the students Social Security Number
300

What is the Undergrad and Grad Aggregate loan limit for independent students?

$57,500 for undergraduates—No more than $23,000 of this amount may be in subsidized loans.

$138,500 for graduate or professional students. The graduate aggregate limit includes all federal loans received for undergraduate study.

400

No more than how many seconds of continuous silence on a call?

No more than how many minutes of hold time before checking back with the student?

20 Seconds 


5 Minutes 

400

Where do you check to see if the student has completed their intake interview in order to send to either personal or WGU email?

This is viewable in the CARE Notes Channel in Dashboard, or directly on the student's CARE profile in Salesforce.

400

What is NSLDS used for? 

  • NSLDS is used to review loan and Pell history, and well as loan servicers and guarantors and requires the students Social Security Number, DOB, and first name
400

What are the three automatic "Not Pass" criteria?

  • Missing any of the criteria to verify a student or third party's identity prior to providing information (FERPA & Call Verification).
  • A case was not created within 15 minutes of the end of an interaction, or at all.
  • A call log was not created within 15 minutes of the end of an interaction, or at all.
500

What are some examples of non-directory information? 

Non-Directory Information:

  • Social Security Number
  • Student Identification Number
  • Race, Ethnicity, and/or Nationality
  • Gender
  • Transcripts
  • Grade Report
  • Satisfactory Academic Progress (SAP)
  • Etc.
500

 If their CARE status has not reached ( Blank ) or later then you may send information to the personal email that we have on file.  Please keep in mind that it may take up to (Blank) hours for the CARE status to update.

Fill in the blanks 

INTV (Intake Interview Completed) 

24 hours

500

When you see that the 2425 Select My Financial Aid Plan has an "9" status, what should you tell the student? 

Please advise the student to complete the Intake interview with their Enrollment Counselor. Once completed, the 24-25 SMFAP will automatically update and will be available for completion in the student portal.

500

How do you dispute a scored QA? 

  • At the end of the scorecard, please put comments in the "Review Comments" section, referencing the question you would like to have clarified.
  • Select "I Have Reviewed This Evaluation"
  • Click the "Dispute" button
  • The QA who completed the audit will be notified to review the dispute. If a revision can be made, the QA will revise the score and re-submit it. If a revision cannot be made, the QA will reach out to you to discuss the interaction and why a selection may have been made.
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