It is the belief of the staff of Financial Services that it is important to identify problems, address them expeditiously with the persons involved through verbal or written communication.

It is the belief of the staff of Financial Services that it is important follow up on problems to ensure they are resolved or pending action is communicated to others involved.

It is the belief of the staff of Financial Services that it is important to network with fellow colleagues provided by attending workshops and conferences.

It is the belief of the staff of Financial Services that it is important to remain open-minded to constructive criticism.

It is the belief of the staff of Financial Services that it is important to remain current through professional development, cross training and continuous on the job training.

It is the belief of the staff of Financial Services to provide good customer service by treating others as we would like to be treated in the same situation.

Staff members of Financial Services are members of NACUBO, SACUBO and COGR.

Entering, prospective and currently enrolled students

Federal agencies

Entire campus family

The community

State agencies

Cost Efficiency – What is the cost average cost of mailing bills to students on a monthly basis? This will include the cost of additional paper, ribbons, postage, time of staff to print, review and fold bills prior to mailing.

Time Efficiency – What is the average cycle time to pay an invoice? This should include the time period between the receipt of the requisition to the date that the check is mailed to the vendor.

Time Efficiency – What is the average amount of time a student spends in the Cashier’s area during the Registration period?

Time Efficiency – What is the average amount of time it takes to produce a student’s refund check? This should include the time period between the date the aid is disbursed on the student’s account through the time that the check is disbursed.

Customer Satisfaction – Do our students feel they are being provided a customer friendly atmosphere within our Office of Student Accounts and Cashiering? A customer satisfaction survey will be developed and introduced for our students’ assessment on the level of service provided.

Customer Satisfaction – Do our faculty and staff members feel they are being provided a customer friendly atmosphere within our Business Office. A customer satisfaction survey will be developed and introduced for our faculty and staff’s assessment on the level of service provided.

Retention rate > 50%

The Financial Services Division has placed a greater emphasis on providing fast and efficient service to our students. Our renewed interest in offering good customer service is focused on the importance of retaining our currently enrolled students.

The staff in the Office of Student Accounts and Cashiering utilizes a flex hour schedule to accommodate the need to offer extended office hours for our students.

Provide additional training to create a more informed staff

Provide cross training among employees

Employees will compete for "Employee of the Semester"

Staff will be able offer prompt courteous service

Faculty, staff and students will appreciate the service provided

Have students respond to a survey on service

Have faculty and staff respond to a survey on service

To create a procedural manual for the area

Reduction in errors made

Staff productivity will increase

Goodwill in the community will be achieved

Supervisor will audit vouchers on a regular basis to determine the length of time it takes to pay an invoice

Random vendors will be asked to participate in a survey

To take a more aggressive stance in collections such as making more calls and writing letters to students.

To encourage students to consolidate their loan balances.

Students will begin to repay their loans and the default rate will reduce.

Supervisor will monitor the progress made on a quarterly basis.

To provide training workshops for faculty and staff.

Faculty and staff will have greater fiscal accountability.

Test will be given to faculty and staff at the end of the workshop.

To provide training workshops on travel.

To complete the procedure manual on travel and distribute it campus-wide.

Faculty and staff will be more informed on travel procedures and frustration level will decrease.

Faculty and staff will have a comprehensive document for referral.

Employees will be tested at the end of the workshop.