Standards of Services (Benchmarks)

Benchmarks

The Financial Aid Office has become increasingly more efficient and timely with services to our students and families. For example, many student files are complete and awarded in a matter of days after we begin awarding for that year. However, any manual process such as Verification or Review of an Appeal does take a long time. We will respond to your telephone and email inquiries within two business days, except during peak times when it will take us a little longer. The reception desks at the Alabama campuses have knowledgeable and dedicated staff to address your concerns. Global Campus (non Alabama locations) and the eTROY have student financial aid specialists who can assist you. The Call Center answers 99% of financial aid calls and is a great service for students (800) 414-5756.

The standards of service goals that follow are guidelines of what you can expect from our staff to ensure timely processing of information received in the office. If you have not received a response from the office within the applicable time frame (noted below), please contact us and find out why there is a delay.

Be sure to review the most recent Application Check List for the appropriate year to make sure you understand the sequence of processing.

• Missing Information Letters
  • Beginning in May for the approaching FALL, letters and email are sent every 10 days
  • If you have access to Trojan Web Express, you can view missing items
  • Review your Student Aid Report (SAR) for any comments or requests
  • Our response is faster if all documents are sent together
  • If you need help in understanding what is needed, try calling (800) 414-5756
  • or Check out Missing Information Letter Comments


• Award Notification
  • Beginning about May for the approaching award year - once a week
  • June through August - every 10 days
  • September through May - once a week
  • Twice a week just before the beginning of a semester or term


• Phone/Email Messages
  • During the academic year - 2 business days
  • During the month of August and start of each semester - 3 to 5 business days


• Processing Changes - 10 business days



• Processing the Partial Year Loan Request/Loan Reactivation Form - 10-15 business days



• Processing the Parent Loan (PLUS) Form - 10-15 business days



• Processing the Verification Documents (Your SAR is your first notification to submit documents)
  • Initial review - 30-45 business days (May through October)
  • Corrections - additional 3-5 business days
  • Final review and award - an additional 10 business days


• Processing Appeals
  • Bankruptcy review - 30-45 business days for initial review
  • Default proof of clearance - 30-45 business days for initial review
  • Proof of Marital Status/Separation - 30-45 business days for initial review
  • Repayment of Grant - 30-45 business days for initial review
  • Satisfactory Academic Progress - 30-45 business days for initial review


• Funds will be credited to your student account
  • At the beginning of a semester/term - your account will be credited 5-10 days after the first day of class - the day after the last day of free drop/add
  • During the semester/term - every Monday and Wednesday
  • Refund checks of credit balances are mailed by the Cashier's (Student Financial Services) Office starting 3 days after funds are credited to your student account


• Private Loan Certification Requests - 10 business days beginning in August for approaching semester/term

Last Updated: 09/14/2009