Presenters: Lori Hartung, ECSI Regional Executive and Nathan Benge, ECSI Regional Executive

In today's fast-paced and highly competitive higher education landscape, institutions face the challenge of delivering exceptional customer service while managing increasing demands on their resources. In this session, we’ll explore the links between customer support and student retention and the expectations of today’s students. Attendees will learn how institutions can enhance their support programs to improve the student experience, and maintain a competitive edge in the higher education landscape.

Key Takeaways:

• Insights into how effective customer support directly influences student retention rates

• Proven techniques for implementing support systems that boost student satisfaction and engagement

• Tips for maximizing the effectiveness of limited resources in delivering high-quality support

Check in at the PDG Registration & Information desk to pick up your name badge and conference materials. Conference staff are here throughout the conference to answer your questions.

Meet exhibitors with creative technology and service solutions in the Exhibit Hall. Don't forget to get your PDG passport stamped at each exhibitor table to be eligible for fun giveaways and prizes!

Presenter: Steven Selander - President, Professional Development Group III

Presenter: Chris Selmi - Wespay and Laurie Beets - Oklahoma State University

Higher Education institutions face numerous challenges involving paying bursar accounts/student loans, issuing refunds, and accounts payable payments. Ensuring the security of these financial transactions is paramount to safeguarding resources and maintaining trust.

This session provides an interactive panel discussion led by Oklahoma State University’s Laurie Beets and Wespay’s Chris Selmi delving into best practices for mitigating fraud and overcoming common challenges associated with various payment methods such as ACH, checks, and credit cards. By attending, you'll be equipped with the knowledge and tools needed to protect your institution from fraud, enhance payment security, and navigate the complexities of receivables and accounts payable management.

Enjoy coffee and tea in the ballroom foyer while you network and visit with exhibitors on service/product offerings.

Presenters: David Fawcett - Salt Lake Community College

There are common pitfalls all of us face in our offices. FERPA guidelines will be discussed and what is a third party. We’ll discuss the common pitfalls and how to avoid giving out private information about student financial records. What are the best practices? Come with some suggestions.

Presenters: Lori Hartung - COHEAO, ECSI

Examine the three step formula to developing and maintaining policy writing success. You will learn the difference between policies, procedures, and work instructions, and how these three items, when coupled with an audit/monitoring system, will create a lifecycle flow that helps ensure compliance in your office.

Transition break between concurrent sessions.

Presenters: Maria Livolsi -State University of New York

As the winddown of the Perkins Program continues, many schools are wondering if it makes sense to continue servicing their outstanding Perkins loans. This session will provide an overview of assignment guidelines, best practices, and a guide to assist schools with making the decision on when is the best time to liquidate their Perkins portfolio.

Presenter: Holly Sutton - University of Florida

With over 15 years of higher education experience, Holly has had her fair share of communications with students and parents ranging from peachy and pleasant to downright nasty. Experience, education, and empathy have influenced the way she is able to effectively communicate with students and parents in a way that leaves everyone with a smile and a sense of satisfaction. In this session, Holly will provide insight on effective oral communications & insight on how to “fluff-up” your written communications for a more pleasurable customer experience.

Join your colleagues for a private reception on the Grande Lawn of the Marina Inn at Grande Dunes. Complimentary hors d'oeuvres and 1 complimentary drink ticket provided. Cash bar is also available. Thank you to our sponsor for sponsoring the reception.

PDG conference staff are available during this time if you have any questions.

Meet exhibitors with creative technology and service solutions in the Exhibit Hall. Don't forget to get your PDG passport stamped at each exhibitor table to be eligible for fun giveaways and prizes.

Join your colleagues for a hearty breakfast in the Ballroom at the Marina Inn at Grande Dunes.

Presenters: Tamy Abernathy - Department of Education

The Department of Education will provide an update on the federal loan programs, which includes the Department’s regulatory efforts, up-to-date information on the federal loan programs, and other important reminders.

Enjoy coffee and tea in the ballroom foyer while you network and visit with exhibitors on service/product offerings.

Presenter: Laurie Beets - Oklahoma State University

This session provides an interactive forum to discuss hot emerging business topics with peers. Learning Objectives:In this session you will take away the latest trends in the Higher Education. Take away cutting edge, innovative solutions schools have implemented and seen results

Presenter: Karen Reddick - National Credit Management

This presentation will provide the tools and techniques for collecting past-due student accounts. By addressing objections with empathy, clear communication, and practical solutions, educational institutions can effectively support students in meeting their financial obligations while minimizing barriers to academic success. We will learn to overcome student objections regarding payment of their student accounts using effective communication, empathy, and solutions tailored to their circumstances.

Learning Objectives:

• Provide techniques and tools to collect past due student debt

• Overview on how to overcome objections

• Providing solutions through empathy effective communication

• This session will be a group discussion, Q & A, and time for reflection.

Transition break between concurrent sessions.

Presenters: Nathan Benge & Gina Santoro ECSI

Many colleges and universities face the challenge of having substantial funds tied up in past-due tuition and fees. This session will explore the financial impact of past-due accounts on institutional budgets and provide practical solutions for recouping these funds.

In this session, learn how to implement effective strategies that balance financial recovery with compassionate student support. Discover innovative technologies to address overdue payments while still fostering a supportive and empathetic environment for students, ultimately enhancing both your institution’s financial stability and student success.

Key Takeaways:

• Unpack the latest survey data about how outstanding tuition and fees affect institutional budgets

• Understand new tools for recovering past-due tuition and fees

• Discuss approaches for managing past-due accounts in a way that supports student success

Presenters: Kelli Van Cleave Krueger - ACA International

Are you tired, or losing skilled employees and then being ghosted by job candidates? Do you wish you knew how to outwit, outplay, and outlast your competition in the hiring and retention game? Then you’re going to want to be part of this session.  Guaranteed this will not be your typical, dull employee retention class. We'll be having a blast and thinking outside the box along the way!

Get ready to unleash your inner boss as we explore new and creative approaches to hiring, training, and retention. From brainstorming best practices to role-playing exercises, and a dash of game play, you will be challenged to develop innovative solutions to real-world problems. You'll learn how to craft a compelling employer brand, attract top talent, conduct effective interviews, and implement a training program that sets your employees up for success. All in an hour!

But that's not all - you'll also discover how to keep your employees engaged and motivated, create a positive company culture, and develop retention strategies that will help you outlast your competition. Don't just survive, thrive as the ultimate hiring and retention champion! Say goodbye to lost revenue, hiring delays, slowed production, and increased costs. Because you will now have the skills to navigate the competitive job market and emerge victorious with a winning team that will outwit, outplay, and outlast your competition.

Enjoy lunch in the Ballroom of the Marina Inn at Grande Dunes, and meet exhibitors in the Exhibit Hall to learn more about creative technology and service solutions. Don't forget to get your stamp at each exhibitor booth for the passport contest to be eligible for fun prizes. 

Presenter: Lynette Wheeler - Saint George Consulting

Presentation will be regarding Chapters 31, 35 and 33 Veteran Benefit basics. Other topics include: qualification requirements, payment amounts, who receives the payment, Chapter 33 Add-On Benefits Nourse STEM Scholarship, Fry Scholarship, the the Yellow Ribbon program.

Presenters: Tamy Abernathy - Department of Education & Joe Weglarz - Marist College

Do you have pressing questions related to the federal loan programs, collections, servicing, negotiated rulemaking or other issues you’d like to ask? Please join us for this session and get your questions answered.

Enjoy coffee and tea in the ballroom foyer while you network and visit with exhibitors on service/product offerings.

Presenter: Kristol Flanigan - Baylor University & Denise Ray - Baylor University

This session will summarize how previous policies and practices increased workload, manual processes, and confusion within our operations. We will share the changes we've made to simplify our processes and develop a systematic approach that enhances seasonality in our work. Additionally, we will discuss how tracking data in Banner has improved our reporting, allowing us to understand our current status, identify our goals, and support more informed decision-making.

Presenter: Dave Wilbur - Williams & Fudge and Holly Sutton - University of Florida

This session will provide attendees with a deeper understanding of how Regulation F, data integrity, and effective banking practices can help their agencies maintain compliance while improving recovery outcomes. By aligning these key elements, participants can better navigate regulatory requirements and enhance operational performance.

Transition break between concurrent sessions.

Presenter: Brett Cassell - University of Colorado Boulder

Providing top-notch service to students is an important aspect of Student Financial offices across the nation. Learn how CU Boulder partners with various vendors to provide flexible payment options and self-service past-due account access, among other services. Further, institutions and vendors must work together to help shape the student financial landscape regarding legislation and regulations. Learn ways to work together to have a positive impact on the student financial industry.

Presenter: Maria Livolsi -State University of New York, Karen Reddick - National Credit Management & Joe Weglarz - Marist College

Financial institutions, including colleges and universities, are required by federal debt collection and consumer protection laws to be transparent with their billing and payment policies and procedures, and collection practices. The panel will walk us through implementing a comprehensive financial responsibility agreement. They will cover all aspects of the agreement, including capturing information that will not only assist you in enforcing the student debt but also protect your institution from liability. The panel will share examples with you and review the recently published NACUBO Advisory Report.

PDG conference staff are available during this time if you have any questions.

Meet exhibitors with creative technology and service solutions in the Exhibit Hall. Don't forget to get your PDG passport stamped at each exhibitor table to be eligible for fun giveaways.

Join your colleagues for a hearty breakfast in the Ballroom of the Marina Inn at Grande Dunes.

Presenter: Lori Hartung - ECSI

Join Lori Hartung, President of the Coalition of Higher Education Assistance Organizations (COHEAO), as she shares an update on the higher education related activity in Washington D.C. and topics relevant to higher education institutional staff and their third-party service providers.

Enjoy coffee and tea in the ballroom foyer while you network and visit with exhibitors on service/product offerings.

Presenter: Glenn Karaban - TFC Tuition

In the face of unprecedented challenges, including ongoing FAFSA delays and the looming enrollment cliff, student retention, and an evolving regulatory landscape, colleges and universities need innovative solutions. This timely discussion offers attendees a strategic roadmap to financial resilience and student success through reimagined tuition payment plans that put students first while safeguarding your institution’s financial stability. Discover how flexible, extended payment options can become powerful tools for enhancing enrollment, retention, and graduation rates while ensuring compliance with CFPB (Consumer Finance Protection Bureau), TILA (Truth in Lending Act), and state RIC (Retail Installment Contract) laws. We’ll explore ways to maximize tuition revenue without sacrificing accessibility and demonstrate how aligning financial strategies across departments creates a robust support system for students. This discussion is tailored for professionals in student loan and tuition receivables, collections, and student financial services, who will gain actionable insights on: - Enhancing enrollment, retention, and graduation rates by leveraging flexible, extended payment plans. - Navigating complex CFPB and TILA regulatory requirements and state RIC laws - Maximizing tuition revenue without compromising accessibility. - Aligning strategies across departments for comprehensive student financial support. Join us to learn how innovative, proven payment solutions can become your institution’s competitive advantage in today’s challenging higher education landscape.

Presenter: Jennifer Lightfoot - TAMU

Cash payments have long been a staple in university financial transactions. However, Texas A&M University-College Station recognized the need for modernization and embarked on a mission to eliminate cash payments within their Bursar’s Office. This presentation outlines their successful journey, highlighting the benefits and challenges encountered along the way. As educational institutions strive for efficiency and innovation, eliminating cash payments emerges as a pivotal step. Join us to explore the Texas A&M success story and discover what’s holding you back from creating a seamless payment processing environment.

Transition break between concurrent sessions.

Presenter: Kelli Van Cleave - ACA International

Wouldn’t it be great if we could recognize the needs and the priorities of those around us and respond accordingly to furthering our relationships with others in a more productive and mutually beneficial way? Whether it’s with your team, a consumer, a co-worker, or even your significant other, would your ability to effectively communicate with others improve effectiveness?

Productivity? Morale? Would it improve your ability to be more successful in all aspects of your life? Individual behavior styles and preferences directly impact our interpersonal relationships at home and in the workplace. People differ in fundamental ways, including their values, behaviors, talents, temperaments, wants, and beliefs. This Communication Styles session will instantly create a paradigm shift as to why you have difficulty communicating with some, but it just flows effortlessly with others. Communication is a little about you and a lot about the people you communicate with. That’s why it’s critical to understand others’ communication styles, so you can better understand “why they do what they do” and help you and your team develop strategies to be more effective in dealing with stress, deadlines, time management, and creative thinking.

Presenter: Brett Cassell - University of Colorado, Boulder

With anticipated legislative changes on the horizon that may affect the way that higher ed institutions collect debt, institutions need to be forward thinking, anticipate the impacts change may bring to campuses, and find innovative ways to navigate the road ahead. Join this session to find out how the University of Colorado Boulder and Flywire partnered to automate and streamline collections, keep more students enrolled, increase cash flow, and improve efficiencies. 

Discover best practices and ways to improve efficiencies and save costs by:

• Customizing payment terms to meet unique financial circumstances

• Reaching out when there's a gap in a student's ability to pay

• Engaging with students via contemporary communication channels

• Rescuing delinquent accounts to avoid collection agency fees.

Enjoy lunch in the Ballroom at the Marina Inn at Grande Dunes.

Presenters: Michelle Hartman - Conserve, Karen Reddick - National Credit Management & Dave Wilbur - Williams & Fudge

A discussion of the current concerns, trends and pending regulation in the third-party collections industry from our panel of experts. This panel will provide a high-level overview of Compliance Laws and Regulations affecting higher education collections. We will address state laws and federal regulations as it relates to higher education collections. We will go over what elements need to be regulations as it relates to higher education collections. We will go over what elements need to be present in a Financial Responsibility Statement that will help enforce past due debt and protect both institutions and their partners against liability. Learning Objectives: · A better understanding of "why" their third-party agency is asking for documents · A general knowledge of the regulatory environment and state laws · The understanding that the language in an institution's Student Financial Agreement is key to future collectability

Presenter: Jennifer Lightfoot - TAMU

Join us for an insightful session on how Texas A&M University is leveraging LEAN methodologies to enhance efficiency in the review of Collection Agency invoices. We will explore the step-by-step process implemented to streamline invoice reviews, ensuring timely payments while reducing costs. Discover the key strategies and outcomes of this initiative and learn how these practices can be applied to improve operations within your own organization.

Transition break between concurrent sessions.

Join your colleagues for a closing town hall to share and learn from one another in small group round table discussions about the topics most important to us all. Following this session we’ll end with closing remarks from Steven Selander, President - Professional Development Group and drawings for a variety of giveaways.