International/Transcripts
The amount of credits needed to be considered a transfer student
What is 12
Name at least 3 systems that are used every day
PeopleSoft, SalesForce, CXOne, Guru, AppXtender, Staff App, Slack and MyASU
FAFSA stands for
Free Application for Federal Student Aid
On a recorded line
You need to reassign a student to a different coach. You would put the student's name in this Slack channel
#putinmyname
A student with international transcripts wants a pre-evaluation. We can do this. True or False
False. We cannot do pre-evaluations for international transcripts
What do you do if a student never receives their MyASU activation email?
Send them this link:
https://weblogin.asu.edu/password/activation?step=resendCode.
A student enrolls in what program for $100 and has the chance to make 3 payments on their tuition for Session A only.
ASU Payment Plan - students enrolled in Session B are not eligible for this
Student wants to know why they didn't get admitted into their first-choice program. They are asking you for an explanation. Where can you look for this information? OR Who can you direct them to?
In PS in Overall AD OR direct them to their Academic Advisor
The three programs that have enhanced admissions requirements are
Business, Engineering, and Sustainability
A student has two different names on their transcripts. These are the documents that are needed to prove identity
Document that displays different name: Marriage certificate, social security card, birth certificate, other gov. issued ID
How do you make a new contact in Saleforce? (Ex. IB cold call)
Click the plus sign (Global Actions) in the top right corner. Then input the general information needed fro the student.
What are the tuition deadlines?
The 25th of every start month of classes
Student claims that they ordered their transcripts over a month ago and they haven't arrived and you cannot find them on AppX and PS. These are the 3 questions to ask:
1. What is the order confirmation number?
2. Is it under a different name possibly?
3. Do you have confirmation that it's been received by ASU?
How do you determine if a student is an International Student?
They must be living outside of the US or Canada
Admissions is looking for a "Generic Institution" transcript. Where do you find the information needed?
1. Look on AppX at all of their transcripts to see if any other institutions are listed
2. Contact student to see what institutions they have attended
3. After doing both, escalate if no one knows what "Generic Institution" is
How do you log an email from a student received in Outlook?
Salesforce
- salesforce cloud, should have it pulled up automatically or can search name, link it to proper opportunity, click "log email", then save.
Cirrus Insight
- hamburger icon, click on "search", Find student's name, then hit the little email icon
Unsubsidized loans accrue interest while subsidized loans do not accrue interest
The Dialer is active and you get a person that answers the phone and it is not the student. How do you proceed?
You verify that the student is not there or available, then hang up and disposition the call as "Dialer - Bad Number".
A student is already admitted and wants to change their major to a business degree. This is what you would tell that student
Contact W.P. Carey directly through SOS advising. https://wpcarey.asu.edu/undergraduate-degrees/advising (bottom of the page - SAVE THIS LINK)
An international student cannot get their transcripts from their international school due to extenuating circumstances (ie. natural disasters, school is closed, war etc.). This is what they had to do
Contact school or Ministry of Education at least 3 times, wait 2-3 weeks for a response, send us (ECs) all emails as proof to show this cannot be done.
Withdrawn status, app fee waiver is paid, multiple applications, individual review, app stuck in a process, TROV etc. can all be found in what part of PeopleSoft?
Overall AD View
What is the aggregate cap for undergraduate FAFSA?
$57,500
Student's parent calls in impersonating the student and wants information regarding the student's account. At some point within the call, it is revealed they are the parent of the student. How do you proceed?
If they pass FERPA verification, continue with the conversation but try to keep it broad but send the student an email letting them know what is occurring. Make sure they know about Guest Access.
What do you do if the student's social security number does not match?
Verify that it's the social security number that's wrong. The student will need to send a picture of their photo ID and their SIGNED Social Security card.