a) Service Requirements: The contractor shall be responsible for providing the following services: 1. Remote financial aid services and complete verification of Institutional Student Information Report’s (ISIR), including reviewing all verification documents; 2. Request and collect all documents required for clearing conflicting information and any documents necessary to prepare and finalize a file for awarding; 3. Submit corrections to the Department of Education as required and ensure return of corrected transactions to Richard Bland College’s Financial Aid Office through Banner; 4. On the spot monitoring and supervision of file reviewers/verification specialists; 5. Be cognizant of “red flags” that could indicate fraud/abuse and escalate those files to the Director of Financial Aid; 6. Utilize web-based forms to collect student /parent information; 7. Utilize a management system that provides a seamless flow of information between the vendor and college financial aid staff; staff from both entities will be able to track and share files and comments on student files to provide a seamless experience for students; 8. Use a Support Interaction Management System (SIMS) to integrate with the College’s financial aid system; 9. Provide real time access to information by RBC staff that details the current status; 10. Work with the college to develop and maintain a current knowledge base of file review/verification information that will be available to the vendor and to college financial aid staff for ready reference; 11. Collect and analyze data concerning trends and patterns or inquiries to identify potential problem areas; keep the college apprised, using a schedule that is mutually agreeable to the college and the contractor, of these areas to promote continuous improvement in our processes; 12. Provide data reporting options to support data-driven decision-making by the college.
