Check out our latest issue of the Greenback. Read about the latest changes to the Verification Process and meet some of our newest staff members.
Help Us Help You. The Financial Aid Support Center has been in service for the past ten months and, as of the date of this article, has answered more than 46,000 inquiries. While this is wonderful news, NOVA financial aid is serious about helping students; and to that end, we need your help. The Financial Aid Support Center needs your feedback; tell us how we are helping you as you complete the financial aid process.
You can provide feedback on your support center experience three different ways; the first is via the web-based survey on the support center portal. This seven-question survey allows you, the user, to evaluate the support portal, the embedded knowledge base, the NOVA financial aid staff, and allows you to write in your own comments. This survey has provided some vital information thus far and, with your help, will be an even more effective tool.
The second is via a brief phone survey at the conclusion of your call to the support center. This will allow you to rate the service you received during your call on a scale of one to ten, with ten being the most positive score. This provides us with quick and instant feedback on your phone call experience. The support portal is currently getting about a 40 percent response rate via this feedback tool, and it is our goal to get that response rate to above 60 percent.
The final method for feedback is via an embedded survey in your support center e-mail that summarizes the nature of and response to your ticket. This short survey allows the support center staff to gain valuable insight on your financial aid needs and expectations. An example: via this survey, we have found that 75 percent of respondents have indicated that e-mail is their preferred method of communication. Therefore, the financial aid department is taking steps to increase our effectiveness in reaching students via e-mail.
Customer service is a very serious matter at Northern Virginia Community College. Your feedback is essential to improving the financial aid application experience. The Financial Aid Support Center is your first line of engagement in addressing financial aid concerns; and it is important that we all work together to continue to improve this service.
Did you know?
- During the month of December, the Financial Aid Support Center answered over 225 web tickets, 1200 online chats and over 3900 phone calls! This resulted in well over 5,500 successfully answered inquiries!! Call or log on to the Financial Aid Support Center today!!!
- What have you done to promote the Financial Aid Support Center on your campus or in your office today?
- Here are some suggestions:
- Post/distribute some flyers to students as they transit your office
- Personally tell at least “3” students about the Financial Aid Support Center and how it can help them.
- Make a point to remind at least 10 students to complete the online survey about the Financial Aid Support Center and let them know that their opinion matters to us. NOVA Financial Aid is serious about helping students!!
- Here are some suggestions:
Call for Action!
- Encourage or assist a student to use the “Live Chat” function of the Financial Aid Support Center to get an answer to their financial aid question.
Financial Aid Support Center Awareness Month
Avoid the lines, save some gas, financial aid support is right at your fingertips! NOVA financial aid has designated May as Financial Aid Support Center Awareness Month. Our goal is to make a college-wide push to promote the services available to our students via the Financial Aid Support Center. We are encouraging all our students and financial aid staff to visit the support center, ask questions and complete a survey to tell us about your experience. The Financial Aid Support Center is available 24-hours, 7-days a week and 365 days a year for your financial aid questions or concerns. Log on to the Support Center at: https://mysupport.nvcc.edu and chat with a representative; or call them at: (855) 323-3199.
NOVA Financial Aid is serious about helping students!!
Super Saturday: Free Financial Aid Workshop
Join the Annandale financial aid team for a Financial Aid Workshop on Saturday, February 4th from 10am to 2pm in the CA building. Learn about FAFSA and how financial aid works. Financial aid representatives will be available to answer your questions and help you file your FASA. Free Food and NOVA Bookstore gift card drawing. Join us for Super Saturday!!
The 2012-13 Free Application for Student Aid (FAFSA), will be available on January 1, 2012 at www.fafsa.gov. As you prepare to file your FAFSA for 2012-2013, note these very important changes to the submission and application process. See FAFSA Changes in our topics discussion.
Our scholarships, grants, loans and work-study opportunities can make your college education more affordable than you ever thought possible. Need-based financial aid is not available to international students, although many students can qualify for loans without demonstrating need. Apply today by filling out the Free Application for Financial Aid (FAFSA) at FAFSA on the web.
NOVA Financial Aid facilitates access to education for NOVA students by providing assistance in all areas of the financial aid process for the purpose of supporting student enrollment, retention and program completion at Northern Virginia Community College.
Financial Aid Newsletter – “Greenback”
Check out the latest issue of “The Financial Aid Greenback” our quarterly newsletter to help keep you up to date on what’s new in the world of financial aid. This issue is available in electronic form with some limited copies at your campus financial aid office. Check it out and give us your feedback on our Facebook page! The Financial Aid Greenback – Vol. 1