Financial Aid
When would paper funds acceptance be required?
The preferred method of funds acceptance is for the student to complete it electronically on their student website. If the student is having trouble accepting funds online, before offering paper acceptance, follow the steps in Issues with Funds Acceptance and Changing Loans (Troubleshooting) KB 61730.
What does COC mean?
Change of Control. KB 61522
If a student has a past due balance on the account, what is the amount that the upcoming class can be cleared?
$200.00. KB 59789
What is the general turnaround time for a Non Federal Resource (NFR) form to be processed, once received via email?
The general turnaround time for a NFR response after emailing the inbox is 48 hours. KB 61361
How often should you empty/check your Work bins in Genesys?
Before you leave each day it’s important that you’re emptying your work bins in Genesys and then logging out of Genesys correctly.
**Emails left in work bins risk not getting worked. Finance Advisors should not save emails or work items to the Workbin.
In some cases, when working the email channel, emails can get stuck in your workbin if Genesys force closes. It’s important to empty your workbin before the end of your shift. KB 61349
At the undergraduate level, what is the maximum/aggregate amount of subsidized loans a student is eligible to receive?
$57,500 ($23,000 sub/$34,500 unsub) KB 55144
Can a student who answered None of the Above, on their FAFSA application to the High School Question, be cleared for REG?
It depends. Typically, if a student needs to resolve a FAFSA High School Response - None of the Above (NOTA) high school response, they will have a Change of Control (COC) Hold. If it is too early for the hold to populate, review KB 71989 for additional details/steps.
For a cash paying student, would both a payment and Authorization to Charge (with valid credit card) be required to clear for class?
Either a payment on account or Authorization to Charge and Valid CC are required for clearance. Not both. KB 70529
True or False: A student is receiving a Near Grad Discount is eligible for an FDD??
False. KB 60032
What steps would you take to view the Contact History in Genesys?
Step 1: In Genesys, click on the 3 lines menu on the right-hand side and click the Contact Directory option
Step 2: Input a student IRN in the Quick search area and hit Enter. Find the student you are looking for. Note: make sure your list of results is showing in List View, not Grid View.
Step 3: When the student’s file is returned, click on the History tab
Step 4: Use the scroll bar in the History tab to find and select an available contact history. Double-click to open the item to review the details
KB 54275
For a c code 18 or 293 on the 24/25 FAFSA, would a copy of the student’s valid and current government-issued photo ID be required?
Yes. KB 61005
True or False. High School Discrepancy is only terminable for Reenroll/Reenter students?
True. KB 61662
What is the procedure for processing a refund to an expired credit card?
First, the finance advisor would process the refund back to the expired card in Oracle. If the refund is denied by the card issuing company advisors will see this denial in Oracle as an invoice with the transaction indicating a Chargeback (CHGBAK) has been received. Once the CHGBAK invoice is viewable in the Oracle transactions, accounting would then mail a check to student to the address on file automatically. KB 61585
What does STRF mean?
Student Tuition Recovery Fund. KB 61522
Are regular FA’s able to advise to students who are coded to our StAS FA Compliance Team?
Do not advise to this team of students. KB 55704
What does a student do if unable to cash an excess fund Check?
1st Step--Please advise the student to visit a JPMorgan Chase branch to cash their refund check if they are unsuccessful at a check cashing facility. If the student does not have a JPMorgan Chase branch in his/her state, the student can go to any bank to cash their check. If this is unsuccessful, please use the trouble shooting pointers in the KB. KB 62073
Can a student with a high school discrepancy and COC (Change of Control Hold) be cleared for class?
A Change of Control (COC) Hold is a Terminable Ccode and a student is Not Clear for future courses when a COC hold is present, unless there is an Osiris note with a DOC or ALT code indicating that the high school requirement has been met (see Review Process for High School Documents). Even if there are funds on the account, a COC hold is terminable so the student would be still be unable to be cleared for future courses. KB 60016
What is the amount of emergency aid the student can be awarded (if not exceeding their COA)?
At this time, the program is first-come, first served for students in need enrolled in an undergraduate degree program. Eligible students who apply and are awarded emergency aid will receive a one-time grant of up to $550 to assist with their unexpected expense related to a COA component. KB 77963
What is the Student Tuition Recovery Fund (STRF)?
Students residing in California who are enrolled at a local CA campus, online, or are enrolled in a California residency program with the University are covered by the Student Tuition Recovery Fund and must pay the state imposed STRF assessment. Effective April 1, 2024, the STRF assessment rate changed to $0.00 per $1,000.00 of institutional charges, rounded to the nearest $1,000 for enrollment agreements signed on or after 4/1/24. Financial Aid can be applied to STRF Fees. KB 74529
What team are these collector codes associated with ONLQX1-QAA111 (9998A), ONLQX1-QAA222 (9999A), ONLQX1-QAA333 (9997A), and ONLQX1-QAA444 (9996A)?
StAS FA Compliance Team. KB 55704
If a student was already awarded/disbursed financial aid funding, how many days do they have to submit a required document request to prevent an overpayment?
The student has 30 days to submit the requested documents. If documents are not submitted within the 30 days, SFS-O will cancel any future disbursements and report any need-based Title IV aid that disbursed for that award year prior to identification of the conflicting information as an overpayment to the Department of Education (ED). KB 77187A Change of Control (COC) Hold is a Terminable Ccode and a student is Not Clear for future courses when a COC hold is present, unless there is an Osiris note with a DOC or ALT code indicating that the high school requirement has been met (see Review Process for High School Documents). Even if there are funds on the account, a COC hold is terminable so the student would be still be unable to be cleared for future courses. KB 60016
What action can Help Desk take on a HS document, CoC hold, or High School Discrepancy hold?
What unexpected/unforeseen circumstance must a student have to be eligible for emergency aid?
To be eligible for emergency aid, the unexpected/unforeseen expense must be related to a COA component. Unexpected/unforeseen expenses may result from personal emergencies or crisis impacting student success and is beyond a student’s control.
Examples of an emergency include, but are not limited to:
What is the time frame for a final course grade to post (class is not in incomplete status)?
Faculty members have up to seven (7) days to post final grades. Often, it can take several days for the grades to replicate over to MyPhoenix once the final grade has been submitted. Occasionally, grades will not appear for up to two (2) weeks after the course has been completed. If the class has recently ended, the website may not have updated to reflect the final grade as submitted by the instructor. If an instructor has yet to post a grade after seven (7) days of a class' completion, please follow up with your Academic Counselor (AC) for further assistance. KB 48170.
What is the process if an escalated student is looking to speak with a manager?
If Next Level Support is unavailable or you are unable to reach them within 3 minutes, inform the student you will send an email to your FM to follow-up with the student within 24 hours. If the student refuses to hang up until they speak with a manager, message the FM covering for your manager, or any FM in the "Available" status. KB 61610