Services for Financial Aid Offices Nationwide
Contact/Call Center Services
Today more and more institutions and companies are using professional call center services. If any office in your institution is receiving more calls than they can efficiently handle, we can help! The Kenaly Complement offers call center services customized to your specific needs.
Our Financial Aid Office call center service provides experienced financial aid administrators to answer student calls. Our professionals can assist students with financial aid file status updates and/or another information that you need relayed.
The Kenaly Complement’s call center services don’t stop there. We also provide outbound calls. Our services are not limited to the Financial Aid Office. We provide both incoming and outgoing call services for any office on your campus.
Our agents receive client specific training to ensure that we provide the highest quality service while being able to effectively answer your calls and provide call center customer service during specific hours or 24 hours a day.
Our shared agent model means your institution only pays for labor as it is needed. This allows you to avoid the high cost of inefficiency while still being able to absorb spikes in call volume during peak times and seasons.
Contact us today for additional information regarding The Kenaly Complement’s Contact Center Services.
Program Review Preparation
"FSA reviews schools' eligibility, financial statements, and deficient audits and program reviews as part of a Comprehensive Compliance Review (CCR). In FY 2010, FSA conducted 2,923 CCRs. These CCRs were performed on schools that constituted 46 percent of participating schools and accounted for 47.5 percent of total Title IV funding. Liabilities were identified where audit or program review findings revealed non-compliance. . . . Approximately 22 percent of these audits resulted in findings." - Department of Education The Program Compliance Office hired 50 Institutional Review Specialists to perform CCRs in 2010, and The Kenaly Complement is seeing a significant increase in the number of Comprehensive Compliance Reviews (Program Reviews) being conducted.
What Can We Do?
The Kenaly Complement can help you prepare for program reviews and audits. We perform a "pre-review," which provides an opportunity for schools to not only correct issues but to be better prepared for the Department of Education's visit. The Kenaly Complement also assists schools with responses to the Department of Education's findings. If a school is cited for fraud or other serious program abuses in a program review or audit, the school may be subject to "corrective action and/or sanctions, such as fines, emergency action, or limitation, suspension, or termination." Program reviews sometimes result in schools being placed on Heightened Cash Monitoring.
Customer Service Workshops
Our Customer Service Workshop was developed specifically for the Financial Aid Office. We know that financial aid administrators face unique challenges when assisting students. So, we have developed customer service workshops that help you help your students in a way that leaves them complimenting rather than berating your Financial Aid Office Staff. We want your office to set the customer service example for your entire campus, and we know how to make that happen. Not only do we provide proven customer service tools, but we also provide tools to measure your ongoing success.
Process Assessment
Financial Aid Office Performance Assessment and Enhancement
Our Five-Point Comprehensive Financial Aid Office Performance Assessment and Enhancement provides valuable insight and recommendations for office operational improvement. We thoroughly review the following critical points:
Point 1 - Customer ServicePoint 2 - TechnologyPoint 3 - Application Process & Delivery of AidPoint 4 - Checks, Balances & CompliancePoint 5 - Staffing
If you are uncertain of the productivity, compliance, staffing, electronic capability, customer service, or another area of your financial aid office - whether simply for improvement purposes or a crisis in the office - this is the perfect program for your Financial Aid Office. Because we know that implementation is an essential component of Office enhancement, a complete implementation plan is an integral part of this program.
Functional Analysis of Office Processes
We provide experienced financial aid consultants to review and analyze the financial aid process closely. Working with the Director of Financial Aid and the office staff, we map the entire financial aid process in its current state. Through this process mapping, we will identify any gaps and deficiencies that exist and discover why certain errors occur. We then use this information to develop a more efficient operational system.
Peer Regulatory Review
We conduct an in-depth review of financial aid files, policies and procedures, reports and records, identifying possible issues of noncompliance in all areas, such as budgets, file verification, awards, return of Title IV funds, disbursements, consumer information requirements, dependency overrides and other professional judgment decisions. We provide a detailed report of findings as well as recommendations for effective and appropriate corrective action. This report is for the institution's use only; it is not forwarded to the Department of Education or other agencies.
Executive Search
What We Do
The Kenaly Complement's unique executive search services are designed for all administrative and faculty positions in higher education -- from Director of Financial Aid to College President (and everything in between.)
Assignment Specification
Every assignment begins with a client consultation where the unique requirements of your position are clarified in detailed specifications. We make sure that we understand what it will take to make a high-quality match.
Advertising
Advertisements are placed in print and other targeted media as appropriate. The Kenaly Complement has developed a range of proven techniques to enhance the impact and effectiveness of its advertising and to maximize the inquiry rate from quality candidates. We also maintain an extensive database of qualified candidates for all positions. It is highly likely that the candidate you seek is already in our database. If not, through our professional networking, we reach out to thousands of contacts across the nation to find the perfect candidate for you.
Short Listing
The Kenaly Complement has the experience and resources to ensure that only the top-quality candidates who will meet your expectations are recommended on a shortlist.
Interview and Assessment
When your main goal is to appoint the best person for the job, we believe it is essential to conduct a rigorous interview and assessment process. All shortlisted candidates are thoroughly screened to reliably profile their professional skill set and the personal attributes necessary to determine how well they will fit your position, organizational structure, and campus culture.
Background and Reference Checks
As a mandatory part of the process, exhaustive reference checks are conducted. These checks are designed to identify reasons why a candidate should be eliminated from consideration rather than justify giving a candidate the job. We exceed all expectations in our recruiting efforts!