CC-1953 - USA (New York) - Call Center at Student Financial Services - Deadline May 14,2021

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1953

Government Authority located in New York; USA based organization looking for expert vendor for call center at student financial services.

[A] Budget: Looking for Proposal

[B] Scope of Service:

(1) Vendor needs to provide complete bus inspection services to Dutchess community college. Proposer will receive calls from Dutchess Community College telephone lines separately designated for Student Financial Services.  In addition, the successful proposer may be asked to provide email and/or chat support. Once trained, representatives of the successful proposer should be able to respond with a correct answer to students regarding financial aid matters. The successful vendor will also be required to submit a plan of action for how the more detailed and in-depth questions which will be transferred to Dutchess Community College personnel for final resolution. The Student Financial Services Call Center is responsible for providing timely and professional support and assistance concerning, but not limited to, the following types of inquiries:
1. Assist with FAFSA completion and respond to questions regarding the financial aid process and counseling.
2. Respond to inquiries concerning missing financial aid forms or other documentation.
3. Respond to inquiries concerning deadlines, available aid and status including disbursement dates and dates credited to a student’s account.
4. Assist students/families in understanding how the financial aid and payment processes work.
5. Discuss and assist students/families with payment plans for bill resolution.
6. Discuss residency issues and how that affects tuition and fees.
7. Discuss students’ academic situations and impact on financial aid eligibility.
8. Escalate unresolved inquiries to Student Financial Services staff as required.
(2) All questions must be submitted no later than May 7, 2021.
(3) Contract period will be for five years.

[C] Eligibility:

- Onshore (USA Organization Only);

[D] Work Performance:

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

Expiry Date : Friday, 14 May, 2021

Question Answer Deadline : Friday, 7 May, 2021

Category : Call Center and Answering, Auditing, Finance and Accounting, Staffing Services

Country : USA

State : New York

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