Jessica Sabourin, Harvard University

Part 1: Collections 101

In this section you will learn a general overview of debt collection in higher education, then we will get into specifics related to student accounts and student loan receivables. We will discuss the lifecycle of a student loan in relation to campus-based loans, servicing, collections and Federal regulations. We will also discuss campuses with internal collections departments as well as processes and procedures.

Learning Objectives:

• Collections 101 – Overview of Higher Education Debt Collection
• Student Accounts Receivable Collections – Active and Inactive Students
• Student Loan Receivables Collections – The Lifecycle of a Loan
• Internal Collections – Pre-Collections, Internal Collections Staff Departments

Part 2: External Collections and Working with Agencies

In this section you will learn about RFIs and RFPs for sourcing external agencies. Discuss the importance of a Financial Responsibility Agreement for tuition accounts and ensuring your Master Promissory Notes and TILA documents are up to date with required language for collections purposes. We will discuss contracts, security review and compliance for your external agencies as well as ensuring a positive vendor-client relationship is created and maintained. There will be a brief overview of auditing your collection agencies.

Learning Objectives:

• External Collections
• Working with Agencies
• Contracts
• Audits of External Vendors
• Security and Compliance

Part 3: International Students

In this section you will discuss including your international student population in your collections practices and share best practices as this can be a difficult population to obtain demographic data on for keeping in contact. We will learn about the new General Data Protection Regulation that is important for European Union students and what that may mean for your school as well as contracts with your agencies and vendors.

Learning Objectives:

• Best Practices when Working with International Students
• Student Accounts and Student Loan Receivables at the International Level
• Skip Tracing for International Students
• General Data Protection Regulation (GDPR)

Part 4: Wrap-up, Best Practices, Discussion

In this session we will have an open forum to discuss what we learned today, take-aways, best practices and what you are going to put into action when you get back to your campus!

More information coming soon.

More information coming soon.

Maria Livolsi, State University of New York
Karen Reddick, National Credit Management

Congress and other departments of the Federal Government are currently working on legislation, guidance and regulations that will change the way we do our jobs every day. How will these new Congressional challenges affect how we assist students in financing their education? What will our options be with the cost of higher education rising, financial aid options shrinking and new regulations continuously being released?

Members of the COHEAO board will walk you through the latest trends in laws, regulations and policy in Washington D.C. - and how they're likely to impact your campus. This will be an interactive discussion to discover what issues you have on campus and how we can influence lawmakers to make changes that will address these issues.

Part 1 - The panel will go through the three branches of government and how each one influences the laws and regulations that affect the higher education community. You will gain insight into the legislative process and what is happening in D.C. relating to higher ed.

Learning Objectives:

• Explore the impact of new rules and regulations in higher education
• Identify recent and upcoming changes in Federal regulations, debt collection rules and TCPA compliance
• Discuss challenges and opportunities in the current political and regulatory environment

Topics to Address:

• Department of Ed Regulatory Update
• Higher Education Reauthorization Update
• Status of the Perkins Program
• CFPB – Debt Collection Rules
• TCPA Update
• Financial Literacy Efforts
• Pertinent Case Law
• Current Lobbying Efforts

This session will conclude in group discussion, Q & A and time for reflection.

Darrnell Long, Morehouse College

Providing students with practical solutions for financing their higher education is critical for their success and the success of your institution. But do you ever take the time to think about where your office will be in the next 5 years? How about the next 15 or 20 years? Do you have enough experience in the industry to appreciate the dizzying advances in technologies for billing, refunding, cashiering, loan processing and servicing?

Regardless of whether you are a novice in the industry or a seasoned vet, this session will provide the opportunity to understand the state of the Student Financial Services offices of yesterday, today and where we hope to be tomorrow. Perhaps with a bit of nostalgia, we’ll look back at how we got to where we are today and engage one another on where we are headed in the future – and what steps are needed to get there.

Learning Objectives:

• Discuss and identify past legacy accounting methods and how they contrast with today's systems
• Differentiate between systems of the past and present
• Extrapolate where the future of the SFS office is headed
• Establish a clearer understanding of our past and explore a future vision for the industry

This session will include a Q & A opportunity with time for reflection and discussions.

Darla Freeborn, Whitworth University
Laurie Beets, Oklahoma State University
Vincent Simonelli, Boston University
Necia Martins, Wilfred Laurier University
Jessica Sabourin, Harvard University

This session will cover several SFS topics including One Stops, Financial Literacy, Tax and Regulations, Loan Servicing, SFS Technology, Trending Topics and Team Building. Industry experts will be situated at each table and assigned one of the above topics (based on their specialized knowledge). In a format similar to 'speed dating' attendees will have a chance to get to know these mentors and learn more about their assigned topics in 10 minute increments. The session is a designed for beginner and intermediate staff to discover and interact with mentors at the conference - which should be helpful in deriving increased value from the conference through networking and familiarity with PDG's on-site experts.

Learning Objectives:

• Meet and engage industry experts at the conference
• Participate in a fun, interactive, gameshow-like atmosphere while discovering solutions to industry challenges
• Forge initial bonds between colleagues and presenters that may last an entire career

This session will include a Q & A session, followed by time for discussion and reflection.

Maria Livolsi, State University of New York
Karen Reddick, National Credit Management

Congress and other departments of the Federal Government are currently working on legislation, guidance and regulations that will change the way we do our jobs every day. How will these new Congressional challenges affect how we assist students in financing their education? What will our options be with the cost of higher education rising, financial aid options shrinking and new regulations continuously being released?

Members of the COHEAO board will walk you through the latest trends in laws, regulations and policy in Washington D.C. - and how they're likely to impact your campus. This will be an interactive discussion to discover what issues you have on campus and how we can influence lawmakers to make changes that will address these issues.

Part 2 - In this part of the presentation, the panel will review the functions of the Executive Branch, the agencies that fall under its jurisdiction and what laws and regulations it creates. They will also share how the judicial system works in creating rules that we need to comply with daily. Finally, they will teach you how you can make a difference and influence the influencers.

Learning Objectives:

• Explore the impact of new rules and regulations in higher education
• Identify recent and upcoming changes in Federal regulations, debt collection rules and TCPA compliance
• Discuss challenges and opportunities in the current political and regulatory environment

Topics to Address:

• Department of Ed Regulatory Update
• Higher Education Reauthorization Update
• Status of the Perkins Program
• CFPB – Debt Collection Rules
• TCPA Update
• Financial Literacy Efforts
• Pertinent Case Law
• Current Lobbying Efforts

This session will conclude in group discussion, Q & A and time for reflection.

Charmaine Daniels, Morehouse College

Does your AR operation need an overhaul - or maybe just a few tweaks to streamline and improve? Well, this is the session for you! We will cover best practices for the AR life cycle from fee assessment, to writing off bad debt and everything in between.

Learning Objectives:

• How to develop a foundation for operational success
• Organizing your team’s job tasks for maximum operational efficiency
• Understanding basic policy decisions that impact AR

This session will conclude in group discussion, Q & A and time for reflection.

Julie Selander, University of Minnesota

Creating an integrated student services model, also known as the "one stop shop", can assist your institution with providing a more seamless delivery of services, a more collaborative and engaged work environment for staff, and improve the overall student experience. Through deconstructing department and functional silos, streamlining processes, and cross-training staff, operational efficiencies can be gained and students can be provided with a more holistic counseling experience. The presenter will share student services integration across several dimensions including: virtual, physical, and organizational integration. Participants will gain knowledge of various approaches to creating a "one stop shop" on their campus, or how to think about continuous improvement of an existing integrated service model.

Learning Objectives:

• Identify what physical, organizational, and virtual integration means in a student services organization
• Understand various approaches and critical success factors to streamlining and integrating student services in higher education
• Learn about the One Stop model of service at the University of Minnesota from the visionary stages through successful post-implementation

This session will conclude in group discussion, Q & A and time for reflection.

More information coming soon.

Scott F. Walterbach, Bessine Walterbach, LLP
Robert Perrin, Williams and Fudge

More information coming soon.

Necia Martins, Wilfrid Laurier University

Getting students to read and respond to communications from the Student Accounts Office is a challenge. After all, we are the department that ultimately must deliver the message that a student isn’t really a student unless they pay! There is a simple solution to this PR issue and for better student engagement: Strategic Communication! It has been said, and tried, countless times before, but communication still and always will be your key to better internal collections outcomes. This session will focus on working with other campus entities to leverage communication channels that students do respond to and finding ways to collaborate that serve the needs of all parties.

Learning Objectives:

• Identify common shared goals impacting department/university success
• Outline effective communication technics for better student engagement
• Explore creative ways departments can collaborate on messaging that taps student interest while achieving the goals of all parties
• Discuss and share tactics used in reducing debt levels and collections awarded to agencies through examples of effective communications

This session will conclude in group discussion, Q & A and time for reflection.

Laurie Beets, Oklahoma State University

This session provides a forum to discuss hot emerging business topics with peers.

Learning Objectives:

• In this session you will take away the latest trends in the Student Accounts Office
• Take away cutting edge solutions that schools have implemented

This session will conclude in group discussion, Q & A and time for reflection.

Scott F. Walterbach, Bessine Walterbach, LLP

More information coming soon.

Lori Hartung Todd, Bremer & Lawson, Inc.
Karen Reddick, National Credit Management
Robert Perrin, Williams and Fudge
Moderator: Maria Livolsi, State University of New York

A discussion of the current concerns, trends and pending regulation in the third-party collections industry from a panel of experts. The first half of the session will start with the panelists discussing the top issues of the day and the remaining time they will field questions from the audience.

Learning Objectives:

• A better understanding of "why" their third-party agency is asking for documents
• A general knowledge of the regulatory environment and pending FDCPA changes
• The understanding that the language in an institution's Student Financial Agreement is key to future collectability

This session will conclude in group discussion, Q & A and time for reflection.

Darla Freeborn, Whitworth University

Is your relationship with your 1098T, 1098E, 8300, and 1042S tax forms tenuous at best? In this session, we will try to ease the tension between you and your forms by covering that all important “need to know” information that will help you to successfully produce and file your various tax forms. Included will be the basic information you’ll need to have before forms can be generated; the IRS requirements regarding large cash payments, payment reporting, interest reporting, scholarship and grant reporting; processing the forms—whether you produce them in-house or outsource them; how to make corrections to your files; and uploading your final files to the IRS through the FIRE website.

Learning Objectives:

• Demystify the various tax forms in the student accounts office
• Identify the basic information needed from the student accounts office
• Discuss procedure to correct and execute the forms whether in-house or outsourced

This session will conclude in group discussion, Q & A and time for reflection.

More information coming soon.

Carinna Butters, The Ohio State University
Robert Schuerger, Schuerger Law

As student loan defaults rise, so too will litigation cases. In this session Robert will discuss current litigation strategies and how it will affect the student receivables landscape. In addition Ohio State's Assistant Bursar will shed light on some of their school's experiences and processes.

Learning Objectives:

• Define the current laws and legislation that protects your University Receivables
• Identify what your litigation attorney will need in the process
• Explore industry trends and the future of higher education regulatory environment

Session will conclude with an interactive Q & A session and time for reflection.

Maria Livolsi, State University of New York
Lori Hartung, Todd, Bremer & Lawson, Inc.
Charmaine Daniels, Morehouse College

This session will update you on the regulatory changes that have occurred since the Perkins Program expired, offer discussion on the negative impact of the expiration on college campuses as revealed through a COHEAO survey, review the new requirements for FISAP reporting and share the advocacy efforts that COHEAO is engaged in regarding the proposed Perkins ARC Loan Program. This session will be interactive and engaging and include a group discussion.

Learning Objectives:

• Provide regulatory information to ensure you are in compliance with all of the recent changes
• Discuss the impact of the expiration and how schools are filling the gap, and reveal national survey results
• Share the COHEAO grassroots efforts that are underway for a new Perkins ARC (Access, Retention, Completion) Loan Program

This session will conclude in group discussion, Q & A and time for reflection.

Geri Landwehr, University of Northern Colorado

How do financial aid policies and regulations affect the Bursar’s office? You may learn a few things that you didn’t even know you didn’t know! Join this session to learn how to make sure your Bursar’s and financial aid offices work closely together and have each other’s back with this difficult topic.

Learning Objectives:

• Understanding financial aid basics
• What are the basic financial aid disbursement rules
• How does return of Title IV refunds affect the Bursar’s office
• Helpful resources for financial aid

This session will conclude in group discussion, Q & A and time for reflection.

Lori Hartung, Todd, Bremer & Lawson, Inc.
Jan Hnilica, Wheaton College

Examine the three-step formula for developing and maintaining policy writing success. Real-life examples will be included throughout the presentation, including how one institution maintains, updates and monitors its policies. 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.

Learning Objectives:

• Learn how to conduct a risk assessment of your office and prioritize which processes need immediate attention
• Identify the difference between, Policies, Procedures and Work Instructions
• Learn how to test and measure current policies.

This session will conclude in group discussion, Q & A and time for reflection.

Laurie Beets, Oklahoma State University
Cathy Resh Poiesz, Messiah College

More information coming soon.

Julie Selander, University of Minnesota
Judith Flink, Flywire
Betsy Burton Strunk, Bankmobile

The core component of any successful retention program is a robust financial wellness initiative for students currently enrolled as well as those in loan repayment. But how do you design a program that meets the needs of the new kids on campus-- GenZ. Presenters from several perspectives will share communication strategies and new approaches to financial education in order to promote college access and completion along with building financial literacy resources.

Learning Objectives:

• Recognize the shift in expectations from millennials to Gen Z
• Understand what financial literacy is
• Learn where to find resources that will support the development of financial literacy programs

This session will conclude in group discussion, Q & A and time for reflection.

Geri Landwehr, University of Northern Colorado

How do financial aid policies and regulations affect the Bursar’s office? You may learn a few things that you didn’t even know you didn’t know! Join this session to learn how to make sure your Bursar’s and financial aid offices work closely together and have each other’s back with this difficult topic.

Learning Objectives:

• Understanding financial aid basics
• What are the basic financial aid disbursement rules
• How does return of Title IV refunds affect the Bursar’s office
• Helpful resources for financial aid

This session will conclude in group discussion, Q & A and time for reflection.

Moderator: Charmaine Daniels, Morehouse College
Vincent Simonelli, Boston University
James Jones, Reliant Capital Solutions, LLC

In this session, we will explore topics related to compliance regulations including GDPR, California's Privacy Protection Act (CPPA), FERPA and California's AB 1313 Act. Two School Panelists will share their schools’ dramatic announcements to waive/forgive/pay graduating students’ debt (Morehouse College/Boston University). Plus, we will explore alternative loan practices such as Income Share Agreements and trends in GoFundMe models of alternative student funding.

Learning Objectives:

• Explore the latest trends in financial privacy and state compliance regulations
• Examine the logistics and implications of two schools eliminating the entire loan debt of their 2019 graduates
• Discuss alternative student funding sources such as ISAs and alumni/crowd funding

This session will include short presentations and a Q & A session followed by time discussion and reflection.

Darla Freeborn, Whitworth University

Do you wish your staff was more willing to jump in and help when issues arise? Do you have folks in your offices that have an “it’s not my job” attitude? It takes time, effort, and leading by example, but you can put together a top notch team willing to jump in and help anytime the need arises. Come prepared to share what works well in your office, too—we are all open to new ideas!

Learning Objectives:

• Discuss and Identify the shared goals and visions it takes to creating your team
• Explore some fun and interactive exercises you can do to encourage that teamwork

This session will conclude in group discussion, Q & A and time for reflection.

More information coming soon.

More information coming soon.

Darrnell Long, Morehouse College

Do you ever feel as though you are being asked to do more with less in your office? Do you feel that this tends to reduce the effectiveness of yourself and/or your team? Is morale impacted by the ever-growing demands of Student Financial Services? If you answered “Yes!” to any of these questions, then this session is for you.

Come discover how you can better manage workloads in your office by creating economies of scale. We will focus on tools and tips that you can apply to maximize productivity while realizing cost savings – resulting in more time for coaching and training, as well as a boost in general office morale. Become the office guru on evaluating and implementing economies of scale, and free up time to devote toward developing your vision and goals for your SFS office.

Learning Objectives:

• Discover tools and tips specific to higher ed to maximize student account office productivity
• Identify cost saving techniques which can lead to greater operational efficiencies in these areas: SFS Technology, Professional Development, Customer service, Office morale
• Utilize learned skills towards coaching, training and better customer service

This session will include a Q and A opportunity with time for reflection and discussions.