Specifications include, but are not limited to: Kent State University (KSU) requires a vendor to provide Inbound Financial Aid Call Center Services. KSU is a multi-campus institution with more than 30,000 students. KSU’s current Enterprise Resource Planning (ERP) system is Ellucian Banner. This RFP is for a call center to answer all student financial aid and scholarship questions from prospective and current students, faculty, and staff members. We estimate the call volume to be around 45,000 for the duration of the contract term. The call center will respond to calls requesting financial aid services information such as: how to apply for financial aid, scholarships, grants, loans, work study; and questions regarding account status, missing documentation, selection for verification, outstanding requirements, and award amounts. The center will respond to questions regarding the conditions for receiving aid, requirements necessary for disbursement, cost of attendance, federal loans, private loans, current balances, fund disbursement information, short term loan information, and refund information.
