Financial Aid Verification Services

The Vendor is required to provide financial aid verification that includes an intrusive communication plan, web-based easy to use student and parent portal, SFTP banner integration, and a dedicated call center for all students and parents.
- Verification processing
•    Upload all selected ISIR’s into student and parent portal.
•    Institutional verification to school selected students. 
•    Students will be verified as v1 verifications
•    Request and collect required documents, and scan and upload those received via secure fax and mail in the instances when the student and parent cannot access portal or is having trouble with accessing their portal.
•    Electronically submit ISIR corrections, as needed, to the central processing system (cps).
•    Individual(s) to perform verification services utilizing the student and parent portal software.
•    A quality control process will consist of:
o    Reviewing a minimum of 20% of initial student verifications for accuracy and completeness.
o    Reviewing a minimum of 20% of verifications requiring ISIR corrections after the new transaction is received back from the cps.
•    Once processing is complete for an aid year, the vendor must provide college with a PDF document containing verification documents and history for each student loaded into the system for that aid year.
- Student parent portal requirements:
•    Students and parents must be able to register to the portal immediately once ISIR’s is received by vendor. 
•    Students and parents should not have to wait on any email or secured link to gain access to the portal. 
•    Student and parent portal must provide an intelligent question and response experience. 
•    It should not simply pose the questions listed by the federal government and allow for answers or documents to be submitted. 
•    Help text to be provided throughout the process, along with infographics to ensure a user-friendly experience. 
•    Must not include any pdf fillable forms.
- School web-based platform requirements:
•    Report on completed verifications, verifications in process, and exceptions are available 
•    Easily assist the student with questionnaire completion and uploading of any documents 
•    Download documents and interactions submitted within the system 
•    Act upon the student when necessary 
•    View a dashboard with specific school verification metrics such as average time to verify a file. 
•    To pull customize reports of the verification data. 
•    Tech lock® certified: service provider preferred 
•    A system that provides the ability and flexibility for the aid office staff to assist students through the verification process. 
•    Grant different users access and permission roles.
- Call center
•    Call center support to assist students, parents, and college with questions on the verification process and technical questions related to the student and parent portal 
•    Require bilingual call staff; hours of availability from 8am – 7pm central standard time 
•    Ability to record calls 
•    Reply to emails with dedicated verification mailbox
- Communication plan requirements
•    Welcome email to all ISIR’s selected for verification 
•    Account reminder email (every 15 days, 10 attempts) 
•    Notification emails and text messages should be generated as student’s complete tasks coaching them to the next step (every 5 days until complete verification)
•    Completion email and text messages should be sent once entire process is complete 
•    Direct mail post cards should send to those ISIR’s selected for verification that do not engage the portal within 30 days.