July 2008

Product News

A Behind-the-scenes Look at the Customer Services Provided by MDHE Client Managers

MDHE client managers provide proactive customer service to Missouri's FAOs on a daily basis, analyze reports, and assist MDHE's client service representatives. They research and respond to questions brought to our attention by postsecondary schools and answer phone calls on the department's toll free number (800-473-6757, option 2).

Client managers spend a great deal of time working the following three reports aimed to allow schools to identify and resolve as many potential processing issues as possible and as soon as possible.

Annual Loan Limits and Potential Overawards Report

This report provides information to client managers to assist in resolving a school potential overaward by confirming information and updating loans (through verifying loan history on ELM, for example). If that isn't necessary, client managers will contact the schools to notify them of a possible overaward. This report is worked for both schools that use the MDHE guarantee and for schools that participate in the ATOM disbursement process.

Application Processing Summary Report

Client managers use this report to work loans that are in an incomplete or rejected status due to missing or incomplete information by either 1) contacting the school or lender to get the loans updated and approved, or, 2) if the school requests, terminating the loans if they shouldn't/can't be approved to drop off of this report. This report is worked for both schools using the MDHE guarantee and for schools that participate in the ATOM disbursement process.

School Missing MPN Report

This report allows client managers to work ATOM loans that have not disbursed due to a missing MPN. They contact the lender/servicer to determine if they have a valid MPN and, if so, the client managers work to get the loan updated so it is approved to disburse or notify the school that certain MPNs are still missing. This report is only worked for schools that participate in the MDHE ATOM disbursing service.

In addition to working the reports noted above, client managers are here to help with any other loan issues or questions that a school may have. To sign up for any of these reports, please contact your client service representative or one of our client managers.