Communicating With Your Financial Aid Counselor
When you need to speak with your counselor, we have a few ways to make your visit more productive. For us to help you more effectively, we need you to partner with us during your financial aid process.
1. Make an appointment with your counselor, so that time is reserved for you and your concerns.
2. Keep your appointment. Your counselor has set aside that time just for you, and both your time and your counselor's time is important. If you need to cancel, please call the office and let us know so that you may reschedule your appointment. If your counselor is unable to meet with you due to extenuating circumstances, then you will be given the option of either seeing another designated counselor, or making a new appointment with your counselor.
3. Come prepared to discuss your specific situation. If you received electronic and paper forms or other correspondence that you do not understand, bring them with you when you come. Without seeing the paperwork you are concerned about, it is sometimes hard for us to determine how we can best help you.
4. Read all the information we send you, and act on it in a timely manner. All paperwork is sent for a purpose, and generally requires some action on the student's part. If you do not understand the information or what is required of you, bring the information with you when you see your counselor. Ignoring paperwork could cost you your aid!
5. Understand the Federal Privacy Act, once you reach the age of 18 we cannot discuss your information with anyone else (this includes parents and spouses). Please explain to your parent(s)/spouse that we cannot discuss your information in any detail.
6. Do not assume that we know what you need. While we can be pretty good at figuring it out, it is easier for all involved if you ask questions when you do not understand something, or check with us if you need to know how long it will take to process paperwork such as loans and appeals.
7. Be sure that Regent has your current address. Any mail sent from our office uses the mailing address shown on the registrar's database. If your address is incorrect, then you may not receive communications, which can slow down or bring your financial aid process to a halt. Contact the Registrar's Office at 757.352.4049.
8. Understand that we sometimes make mistakes. Of course we try our best not to make mistakes, and we will make every effort to correct any errors in a timely manner, as well as offer what help we can under the circumstances. We appreciate the fact that you apply for financial aid because you need assistance to pay for your educational costs, and we understand that it can be a frustrating process. We ask for your patience and understanding as we work through the process with you.
9.Give us your feedback. If you see ways we can enhance our customer service performance, or things we are doing well we'd like to know.