CC-1757 - USA (South Carolina) - Financial Aid Services and Support - Deadline September 4,2020

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1757

Government Authority located in South Carolina; USA based organization looking for expert vendor for financial aid services and support.

[A] Budget: Looking for Proposal

[B] Scope of Service:

(1) Vendor needs to provide financial aid services and support to provide Financial Aid Services with an integrated Call Center.
- Provide student self-service training so they can independently and efficiently determine their status and/or next steps within a few minutes.
- Develop a broad-based knowledge base of information for students to access via the web, Work with staff to Build/Maintain website with knowledge base of common problems with step by step resolution solutions for the problem,
- Operate an In-Bound call center answering student questions regarding financial aid, admissions, registration, account status, and all enrollment services questions or referring them to the appropriate department in a timely and seamless manner.
- Answer all emails with routine Financial Aid questions and forward all non-routine questions to the appropriate Financial Aid Office Personnel.
- Provide incident tracking and resolution across multiple views of open tickets, aging tickets, alert users as they age tickets.
- System should allow flexibility to create reporting fields and issue types. 
- Should be able to identify appropriate service levels by issue type.
- Contractor should work with TCL to determine routing, dispatching, and escalation policies and procedures.
- Solution should include a reporting database which can generate real time support dashboard metrics for specified users.
- Solution should include a Customer Service Tracking and Monitoring component; preferably one that can be integrated with the dashboard.
- Provide case notes for individual students in a format that can be integrated into Ellucian Colleague Student Information System, integrated within individual student records.
- Contractor will participate in weekly or periodic conference calls and/or in-house meetings to discuss current issues and plans.
- Provide an out-bound call center that will support student enrollment campaigns and account management services. 
- Provide monthly, pertinent data which may include, but is not limited to; Financial Aid conversion rates; net revenues captured from enrollment management and financial aid case tracking; abandon rates, average seconds to answer calls, calls referred back to customer, average call handle time, types of calls, retention and completion goal attainment, etc.
- Contractor will provide with clear plan for mitigating any contract overages by increasing first call resolution and increasing customer satisfaction ratings. 
- Train existing staff to improve efficiencies in process management, troubleshooting problems and sharing best practices.
- Follow all Institutional Policies, SC State, and Federal Regulations.
- Staffing Quality and Quantity will remain unchanged unless otherwise approved.
- Provide with documentation regarding data security practices,
- Back Office Processing:
- Verification processing and C-code clearance (estimated 700 file per year)
- Processing of Student Loan Applications,
- Return to Title IV -R2T4 Completion,
- Monthly reconciliation of Title IV Funds,
- Remote and on-site support as needed,
- Advise students of missing documents by outbound calls or emails
- FISAP preparation and submission.
(2) All questions must be submitted no later than August 21, 2020.

[C] Eligibility:

Onshore (USA Organization Only);

[D] Work Performance:

Performance of the work will be Offsite. Vendor needs to carry work in their office location.

Expiry Date : Friday, 4 September, 2020

Question Answer Deadline : Friday, 21 August, 2020

Category : Call Center and Answering, Auditing, Finance and Accounting, Software, System and Application, Web Design and Development

Country : USA

State : South Carolina

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