Hello,
We are reviewing our collection processes and we are interested to find
out if any of you have effective collection practices that you are using
and are willing to share.
I also have the following questions:
1. At what point do you begin in-house collections? For example: when
do you begin sending collection notices, making phone calls, etc.? We begin our collection process 45 days into the new term placing restrictions on the account and a letter stating the restrictions were placed on, needing payment immediately. These are accounts that are not on our payment plan or have pending financial aid. Because we have a small staff we make at least 1 call within the week of receiving the account on accounts $750 and above. MCC has 5 campuses in which our collection department receives a different campus each week to work. Delinquent payment plans are sent to us and restricted the day after the final payment is due and the same collection process is used.
2. Do you send letters and/or make phone calls? As stated above we do both. Bills are sent monthly for 6 months after the term ends, a series of 3 letters are sent (1 the date account is received, 2nd notice sent 3 months after term ends and final letter sent 6 months after term ends. In the period we have the account we attempt at least 1 call on accounts $250 and below, at least 3 on accounts $251-500, at least 4 on accounts $501-750 and at least 5 on accounts $751 and above.
3. What other tactics do you use to collect past due balances? On our final letter we do hand address a colored envelope and use a regular stamp to accounts $750 and above. We have about a 50% success rate of at least getting a call back from the student. Which was better than never having an opportunity to speak with them.
4. At what point do you send to an outside collection agency? Generally it is 9 months after the term ends but could be sooner depending on how much the account got worked and information of willingness to pay.
Brenda Wagner
MCC Payment Services Supervisor
3200 Broadway
Kansas City 64111
Phone: (816) 759-1545
Fax: (816) 759-1132
brenda.wagner_at_mcckc.edu
>>> <bursar-l-request_at_list.mail.virginia.edu> 4/22/2009 8:07 AM >>>
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Today's Topics:
1. bursar-l: Effective collection practices (Dusenbery, Susan)
2. Re: bursar-l: Electronic Payments (Proctor, Joyce)
3. Re: bursar-l: Electronic Payments (Lovell, Marsha)
4. bursar-l: Military Withdrawals and State Refund Policies
(Jo-Ann Jansen)
5. bursar-l: Memo credits - Banner schools only (Wright, Marg)
6. Re: bursar-l: Effective collection practices
(Van Gossen, Marina Patrice)
7. Re: bursar-l: Effective collection practices (Piper,Patrick G)
----------------------------------------------------------------------
Message: 1
Date: Tue, 21 Apr 2009 09:07:42 -0500
From: "Dusenbery, Susan" <dusenberys_at_bhc.edu>
Subject: bursar-l: Effective collection practices
To: <bursar-l_at_list.mail.Virginia.EDU>
Message-ID:
<109ED090FF1EBA448B96868DEACFE88A83BED2_at_bhc-admail.bhc.edu>
Content-Type: text/plain; charset="us-ascii"
Hello,
We are reviewing our collection processes and we are interested to find
out if any of you have effective collection practices that you are using
and are willing to share.
I also have the following questions:
1. At what point do you begin in-house collections? For example: when
do you begin sending collection notices, making phone calls, etc.?
2. Do you send letters and/or make phone calls?
3. What other tactics do you use to collect past due balances?
4. At what point do you send to an outside collection agency?
Any information and/or documents that you could provide would be greatly
appreciated!
Thanks again!!
Susan L. Dusenbery
Bursar
Black Hawk College
Phone: 309/ 796-5332
Fax: 309/ 796-0838
dusenberys_at_bhc.edu
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Message: 2
Date: Mon, 20 Apr 2009 16:17:56 -0500
From: "Proctor, Joyce" <JProctor_at_elgin.edu>
Subject: Re: bursar-l: Electronic Payments
To: "Hultstrand, Jerry D." <jhultstrand_at_judsonu.edu>, "Kathy Cannon"
<kcannon_at_clarku.edu>, <bursar-l_at_list.mail.virginia.edu>
Message-ID:
<7397DB98A5216A49B907CF5D147F589E061E3524_at_Exchange5.office.elgin.edu>
Content-Type: text/plain; charset="us-ascii"
Thanks Jerry. Do you convert paper checks to ACH in person or through
the mail? If so, what are some things that you do internally to
accommodate this?
Joyce Proctor
Bursar
Elgin Community College
847-214-7381
847-214-7445 (Fax)
jproctor_at_elgin.edu
From: bursar-l-bounces_at_list.mail.virginia.edu
[mailto:bursar-l-bounces_at_list.mail.virginia.edu] On Behalf Of
Hultstrand, Jerry D.
Sent: Monday, April 20, 2009 4:07 PM
To: Kathy Cannon; bursar-l_at_list.mail.virginia.edu
Subject: Re: bursar-l: Electronic Payments
See my responses below. If you need more detail, feel free to contact me
directly.
Jerry Hultstrand
Judson University
-----Original Message-----
From: bursar-l-bounces_at_list.mail.virginia.edu
[mailto:bursar-l-bounces_at_list.mail.virginia.edu] On Behalf Of Kathy
Cannon
Sent: Monday, April 20, 2009 11:34 AM
To: bursar-l_at_list.mail.virginia.edu
Subject: bursar-l: Electronic Payments
Dear Colleagues;
Clark University currently administers four different electronic
gateway/payment applications for different areas - Banner Student
Accounts, Development, Marketplace, and PayPal. We are currently using
Touchnet base-line product with Sungard Banner witch has a seamless
payment option for our students and their families that includes a
real-time update of the student account via self-service. This solution
has been very effective and successful. However, recently Sungard made
an announcement that due to enhanced requirements for PCI-DSS and PA-DSS
compliance they will discontinue support of the existing product
solution with Touchnet. The solution with Touchnet (they refer to as
"Moving the Button") comes with an incremental cost and implementation
expense. Therefore we are taking this opportunity to determine what
other options (including Touchnet) are available. We are interested in
all options but the Banner Student Accounts area is the key area.
What soltuion(s) do you use for electronic payments for Student
Accounts? CASHNet
What ERP do you use for Student Accounts? Jenzabar CX
If not real-time update of the Student Account - how often do you run
the process that updates? Real-time
Do you use other software solutions for other areas that accept
electronic payments (i.e. Raiser's Edge for Development)? Occasionally,
PayPal has been used for short term projects.
Do you allow both ACH and credit cards? Yes
Do you absorb the credit card fees or charge a convience fee? For
Student Accounts the CC user is charged, for Advancement (Development)
we absorb the charge.
Any assistance/guidance that you may be willing to share will be
appreciated.
Thank you in advance.
Kathy
Katherine Cannon
Controller and Director of Business and Financial Services
Clark University
950 Main Street
Worcester MA 01610
508-793-7499
fax 508-793-7500
kcannon_at_clarku.edu
Bursar-l Archives: http://fa1.finadmin.virginia.edu/bursar/
Subscribe or Unsubscribe:
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Message: 3
Date: Mon, 20 Apr 2009 15:33:18 -0700
From: "Lovell, Marsha" <mlovell_at_finance.ucla.edu>
Subject: Re: bursar-l: Electronic Payments
To: "Kathy Cannon" <kcannon_at_clarku.edu>,
<bursar-l_at_list.mail.virginia.edu>
Message-ID: <D1A0F56D429BD74386159D64D1150FBEF605D0_at_EM5.ad.ucla.edu>
Content-Type: text/plain; charset="us-ascii"
Hi Kathy,
Please see responses below:
Marsha Lovell
310-206-6034
-----Original Message-----
From: bursar-l-bounces_at_list.mail.virginia.edu
[mailto:bursar-l-bounces_at_list.mail.virginia.edu] On Behalf Of Kathy
Cannon
Sent: Monday, April 20, 2009 9:34 AM
To: bursar-l_at_list.mail.virginia.edu
Subject: bursar-l: Electronic Payments
Dear Colleagues;
Clark University currently administers four different electronic
gateway/payment applications for different areas - Banner Student
Accounts, Development, Marketplace, and PayPal. We are currently using
Touchnet base-line product with Sungard Banner witch has a seamless
payment option for our students and their families that includes a
real-time update of the student account via self-service. This solution
has been very effective and successful. However, recently Sungard made
an announcement that due to enhanced requirements for PCI-DSS and PA-DSS
compliance they will discontinue support of the existing product
solution with Touchnet. The solution with Touchnet (they refer to as
"Moving the Button") comes with an incremental cost and implementation
expense. Therefore we are taking this opportunity to determine what
other options (including Touchnet) are available. We are interested in
all options but the Banner Student Accounts area is the key area.
What soltuion(s) do you use for electronic payments for Student
Accounts? - An in-house process we call CyberPay that is based on a
CyberSource payment engine.
What ERP do you use for Student Accounts? An in-house system based on
SIS+
If not real-time update of the Student Account - how often do you run
the process that updates? We offer real time updates.
Do you use other software solutions for other areas that accept
electronic payments (i.e. Raiser's Edge for Development)? No. Due to
PCI constraints we have now centralized all payments into one payment
engine that we certify. The only exceptions are for Third Party
processors and they must have a need that we cannot meet - integration
into a medical software program, etc. We have found it much easier to
control.
Do you allow both ACH and credit cards? Yes
Do you absorb the credit card fees or charge a convience fee? We absorb
it right now but that may change.
Any assistance/guidance that you may be willing to share will be
appreciated.
Thank you in advance.
Kathy
Katherine Cannon
Controller and Director of Business and Financial Services Clark
University 950 Main Street Worcester MA 01610
508-793-7499
fax 508-793-7500
kcannon_at_clarku.edu
Bursar-l Archives: http://fa1.finadmin.virginia.edu/bursar/
Subscribe or Unsubscribe:
https://list.mail.virginia.edu/mailman/listinfo/bursar-l
------------------------------
Message: 4
Date: Tue, 21 Apr 2009 12:50:38 -0400
From: Jo-Ann Jansen <jansenj_at_erau.edu>
Subject: bursar-l: Military Withdrawals and State Refund Policies
To: <bursar-l_at_Virginia.edu>
Message-ID: <7ED7C24039BBCB479F6F22EAD9CB490AE354BD_at_DBEXVS01.erau.edu>
Content-Type: text/plain; charset="us-ascii"
We have a large number of campuses throughout the United States and some
of these states have state refund schedules that exceed ours so we must
apply the state refund applicable to the state they are attending. We
currently extend the state refund to all our civilian students however,
our military students do not have reside in the state they are attending
both online and classroom so they have been excluded. We also discount
our military students (they pay less then our civilian students) so our
contracts with the military only lists one refund schedule. In reading
all the state(s) guidelines there is a gray area for the active
military. Some states exclude the military, some don't mention and
others leave it up to interpretation. Also, we electronically bill for
all our active military and each entity has "one" refund schedule. Is
anyone out there refunding active military students using multiple state
refunds for those states that have a refund policy that exceeds the
schools? And if so how do you handle the portal and electronic billing
issues? As far as I can tell, we would have to alert the military on a
individual basis since they are not set up for multiple refund tables.
Any information would be appreciated. We are a Datatel school.
Regards,
Jo-Ann Jansen
Director of System Operations
Embry-Riddle Aeronautical University
600 S Clyde Morris Blvd
Daytona Beach, FL 32114
email: jansenj_at_erau.edu
Office: 386-226-6284
Fax: 386-226-6275
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Message: 5
Date: Tue, 21 Apr 2009 12:38:43 -0400
From: "Wright, Marg" <wright_at_lasalle.edu>
Subject: bursar-l: Memo credits - Banner schools only
To: "bursar-l_at_list.mail.virginia.edu"
<bursar-l_at_list.mail.virginia.edu>
Message-ID:
<139ADB702AFD7649B06A036E209588F9022C6BC773_at_mail-srv.email.local>
Content-Type: text/plain; charset="us-ascii"
Good afternoon.
I need information about your memo credit process as it relates to outside payment plans. We post the payments monthly, and reduce the memos by the amount of the payment each month. Currently, we're using this process with the standard 10 and 12 pay annual plans. We need to add a 4 pay plan for fall and spring. If you have similar processes, please share.
The semester's almost over - stay strong. I look forward to the great parking in the summer. :)
Thanks, as always.
Marg
Marg Wright
Director, Student and Accounts Receivable
LaSalle University
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Message: 6
Date: Wed, 22 Apr 2009 08:33:26 -0400
From: "Van Gossen, Marina Patrice" <vangossenmp_at_philau.edu>
Subject: Re: bursar-l: Effective collection practices
To: "Dusenbery, Susan" <dusenberys_at_bhc.edu>,
<bursar-l_at_list.mail.Virginia.EDU>
Message-ID:
<70A27FC1107B8F4CA27DD087C8D1C99F13103959_at_triton.facstaff.philau.edu>
Content-Type: text/plain; charset="us-ascii"
Please see below.
Marina Patrice Van Gossen
Bursar
Philadelphia University
P: 215.951.2708
F: 215.951.2633
"Work is love made visible." ~ Kahlil Gibran
________________________________
From: bursar-l-bounces_at_list.mail.virginia.edu
[mailto:bursar-l-bounces_at_list.mail.virginia.edu] On Behalf Of Dusenbery,
Susan
Sent: Tuesday, April 21, 2009 10:08 AM
To: bursar-l_at_list.mail.Virginia.EDU
Subject: bursar-l: Effective collection practices
Hello,
We are reviewing our collection processes and we are interested to find
out if any of you have effective collection practices that you are using
and are willing to share.
I also have the following questions:
1. At what point do you begin in-house collections? For example: when
do you begin sending collection notices, making phone calls, etc.? We
consider accounts in the current semester to be the responsibility of
our front line staff to collect. Once they are from the prior semester,
our senior staff members handle them. Accounts are placed on financial
hold once the initial due date has passed and this restricts students
from receiving transcripts and diplomas as well as registering for
future semesters.
2. Do you send letters and/or make phone calls?
We have a series of three demand letters and we make ongoing phone
contact.
3. What other tactics do you use to collect past due balances?
We maintain accounts in house for 365 days, spacing our three demand
letters over this time and making ongoing attempts to contact the
student via phone and email (University and any other email address
provided at the time of application).
4. At what point do you send to an outside collection agency?
We assign to an agency around 366 days past due.
Any information and/or documents that you could provide would be greatly
appreciated!
Thanks again!!
Susan L. Dusenbery
Bursar
Black Hawk College
Phone: 309/ 796-5332
Fax: 309/ 796-0838
dusenberys_at_bhc.edu
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Message: 7
Date: Wed, 22 Apr 2009 09:05:14 -0400
From: "Piper,Patrick G" <ppiper_at_ufl.edu>
Subject: Re: bursar-l: Effective collection practices
To: "Dusenbery, Susan" <dusenberys_at_bhc.edu>,
<bursar-l_at_list.mail.virginia.edu>
Message-ID:
<F7E967358A5C914C89BA3C4C76348DD607200926_at_ofa-net-021.ad.ufl.edu>
Content-Type: text/plain; charset="us-ascii"
Hi Susan,
Here are our student loan collection procedures. We have also just
begun to place our delinquent AR with ECSI for additional billing and
collection activity after a student leaves school with unpaid charges.
I have attached a document that describes this process. This will
replace our previous procedure of placing delinquent AR directly with
collection agencies once each term after the drop-add process. We
expect that this new procedure will improve AR collections by using
ECSI's auto-placement feature to place these debts with all three of our
collection agencies as we do with our loans.
Let me know if you have any questions.
Good luck!
Patrick Piper
Administrative Services Coordinator
University of Florida
University Financial Services
S-113 Criser Hall, PO Box 114050, Gainesville, FL 32611
Voice: (352) 392-0766 Fax: (352) 392-3448
ppiper_at_ufl.edu <blocked::mailto:ppiper_at_ufl.edu>
http://fa.ufl.edu/ufs/ <blocked::http://fa.ufl.edu/ufs/>
Correspondent, Florida Association of Bursars and Student Accounting
Administrators (FABSAA)
http://www.fabsaa.fsu.edu <http://www.fabsaa.fsu.edu/>
The information transmitted is intended solely for the person(s) or
entity to which it is addressed and may contain confidential and/or
privileged material. Any review, retransmission, dissemination or other
use of, or taking of any action in reliance upon this information by
persons or entities other than the intended recipient is prohibited. If
you received this email in error, please contact the sender and delete
the material from your computer.
From: bursar-l-bounces_at_list.mail.virginia.edu
[mailto:bursar-l-bounces_at_list.mail.virginia.edu] On Behalf Of Dusenbery,
Susan
Sent: Tuesday, April 21, 2009 10:08 AM
To: bursar-l_at_list.mail.virginia.edu
Subject: bursar-l: Effective collection practices
Hello,
We are reviewing our collection processes and we are interested to find
out if any of you have effective collection practices that you are using
and are willing to share.
I also have the following questions:
1. At what point do you begin in-house collections? For example: when
do you begin sending collection notices, making phone calls, etc.?
2. Do you send letters and/or make phone calls?
3. What other tactics do you use to collect past due balances?
4. At what point do you send to an outside collection agency?
Any information and/or documents that you could provide would be greatly
appreciated!
Thanks again!!
Susan L. Dusenbery
Bursar
Black Hawk College
Phone: 309/ 796-5332
Fax: 309/ 796-0838
dusenberys_at_bhc.edu
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