HESC Colleague NewsletterJanuary 1, 2007  

College and University Relations in Shape to Meet Your Needs

John Austin

Through the years, as your needs have changed, HESC’s Customer Service Division has worked hard to meet them. At times we have reorganized our staff; at others we have added additional staff members ─ all to adapt to current needs and provide the services that you and your institutions find most helpful.

Now, in response to your feedback, we have reorganized and expanded our customer service effort once again. We have defined four service units to work with schools on the issues and projects important to you, and grouped these units under a single umbrella called College and University Relations.

  • The first unit, Priority Services, is your first point of contact anytime you need to resolve loan processing issues, arrange training for loan and TAP based products, transition to EFT Express, return to HESC loan processing, and implement new products and processes. Lisa Simpson is the manager to speak with for all Priority Service issues.
  • The second unit is School Services. School Services managers provide field demonstrations of all HESC products, visit your campuses to assist in training staff, and act as the primary liaisons between HESC and school customers. The manager of the School Services unit is Bonnie Evans.
  • The third unit is a very new group to HESC called Client Relations. Currently under the leadership of John Austin, this group will develop HESC business, demonstrate new products at your school, and ensure that the services that you need are delivered.
  • The fourth unit, Consulting Services, provides program evaluations, default management training, Overture demonstrations, and financial aid round tables. To take advantage of any of these services, contact the manager of Consulting Services, Ed Gilbert.

With the creation of these units, HESC has tripled the size of our field staff.

This month we will be sending you the names of the staff members dedicated to your institution as well as those devoted to your region.

We are confident that the new College and University Relations team will improve our communications with you, our customers, and bolster our ability to help you meet your ever-evolving financial aid administrative needs.