POST - PAYMENT CLASS CLASS UPSKILL

Transcription

1 POST - PAYMENT CLASS CLASS UPSKILL The Learning Team 1

2 Contents Introduction 5 Accessing Post-Payment CLASS 6 Searching for a Customer 6 Authentication 8 Customer Selection screen 8 Loan Details Tab 9 Management Accounts 10 The example below has: 12 Status and Activity Codes 13 Status Codes 13 Activity Codes 14 Product Codes 14 Debt Owners 14 Stand Alone - Duplicate Details 15 Red Flags 16 Maintain Personal Details 17 Personal Details Tab 18 Change of Telephone Number 18 Suppression of Correspondence 19 Name Details Tab 20 Change of Title 21 Change of Name 21 Receipt of Customer Documentation Action 22 Birth Details Tab 23 Updating a Customer s Address 24 UK Address 24 Overseas Address 27 2

3 Course Tab 30 ICR Details Tab 31 The Enquiry Screens 33 Customer Activity Enquiry 33 Customer Account Transaction Enquiry 36 Customer Balance Enquiry 40 Repayment Methods 43 Direct Debit 43 Standing Order 43 Cheque 43 Debit / Credit Cards 44 International Repayments 44 Repayment Portal 44 Bank Details 45 Bank Details 45 Guidelines 45 4 Day Rule 45 9 Day Rule Day Rule 46 Maintain Repayment Date 47 Requesting a Direct Debit Instruction 49 Paperless Direct Debit 52 Verifying Bank Details 52 Update a Paperless Direct Debit 57 Begin by following the Paperless Direct Debit Script. 57 Direct Debit Overrides 65 Credit / Debit Card Payments 70 3

4 Requesting an Ad Hoc Statement 76 Requesting a Reprint 77 Cancelling a Print Request 79 Withdraw from Course 81 4

5 Introduction The aim of the CLASS training course is to provide customer advisors with the skills needed to use the CLASS system when handling customer calls or correspondence. The emphasis of this manual is on Loans borrowed after 1998 known as Student Support Loans and in repayment status under Income Contingent Repayment (ICR). Any reference to Mortgage style loans (MS), loans which were borrowed before 1998 will only be for information purposes only and not required for the inbound calls received at Glasgow. By the end of this module you will be able to answer enquiries and make the relevant updates on a customer s IC loan account: Post-Payment CLASS 5

6 Accessing Post-Payment CLASS To display Post-Payment CLASS, click on Post-Payment Maintain Account Customer Selection: Searching for a Customer CLASS will then take you to the Customer Selection screen. The screen below is used to search for your customer: If possible, search for a customer using their Loan Account, Customer Reference or Student Support Number as these are unique to the customer. You can also search using the Name and Date of Birth (remember to use the wildcard %). Once you have input your criteria click on the Search button. If you have searched using the Name and Date of Birth a list of results matching your search criteria will display: 6

7 Highlight the correct customer and click on the Detail button to view the Detail screen. If you searched using a unique reference number the details screen will automatically display showing the customer s address and telephone numbers: Click on the Accept button to enter the customer s account. This takes you to the Customer Selection screen, this screen may be referred to as the 24 screen as there are 24 sections to choose from: 7

8 Authentication Where appropriate, ask the customer to confirm their Customer Reference Number (CRN). When the CRN is provided, it should be entered into the CRN field in Agent Desktop; clicking the search button. If the customer does not have their Customer Reference Number, the appropriate questions should be asked to enable a search for the customer's account through Agent Desktop. The system will check if a Secret Answer has previously been issued for this customer. In the event that it has, the screen will pop to prompt you to ask for the appropriate 2 characters from the Secret Answer. When no Secret Answer has been previously issued, the screen will pop straight to the secondary authentication process below: Their Full Name (including any middle names) Date of Birth 1st Line of Address & Postcode Telephone Number (full number including area/dialling code)* Name of previous HEI attended (remember to use the blue arrows for previous hei's) If the customer cannot confirm the telephone number, you can ask a alternative question such as the customers National Insurance Number. Customer Selection screen 8

9 Loan Details Tab The Loan Details tab holds important loan and grant information that can be viewed at a glance, it will assist you with the majority of customer enquiries and it is good practice to view this tab for every account that you access. You can access the Loan Details tab from the Customer Selection screen: The Loan Details tab is read only: 9

10 Management Accounts A Management Account is created when a customer makes an application for a student loan. Loan Account Numbers are contained within a Management Account. Each Management Account has its own set of bank details or its own repayment method; therefore all the loans in one Management Account must be repaid by the same bank details or the same repayment method. Each Management Account will show the Management Account Number, Repayment Method and will hold the Loan Account numbers of all the loans that belong to the Management Account. The customer below has: One Management Account Five ICR loans with a payment status of Repayment Management Account number 10

11 The example below has: 3 Management Accounts 1 ICR Grant account Management account number 2 ICR Loans accounts Management account number 1 Loan is a Tuition Fee Loan (FL) 1 Loan is a Student Support Loan (SS) 4 Mortgage Loan accounts Management account number 11

12 The example below has: 2 Management Account 1 for the Mortgage style loan highlighted in Blue. This can be identified by the Repayment Method of manual and the loan reference number starting with 2 numbers for the academic year ( ) that the loan was taken out, followed by 4 letters referring to the HEI attended ( ) and followed by 5 random numbers at the end ( ). The ICR accounts highlighted in red are identified by the Repayment Method of ICR and the structure of the loan account number starts with the year the loan was taken out (00) followed by 9 random numbers If a customer has more than three Management Accounts you can view all Management Accounts by using the icon. 12

13 Status and Activity Codes Status Codes Beside each loan account held in the Loan Details tab there will be a Status Code. This code will be in brackets and how we deal with an account depends on the status of the loan(s): The table below lists each Status Code and its meaning: A PP P R D O F W AUTHORISED The account has not been paid to the customer, further instalments are scheduled PART PAYMENT The loan has been partially paid to the customer PAYMENT The full amount of the loan has been paid but is not due to be repaid yet REPAYMENT Repayments are expected to be made each month DEFERMENT The account has been deferred. No repayments are expected at the moment OVERDUE The repayments are overdue and the loan is with Collections REPAID IN FULL The account has been repaid in full * with the exception of HSL & FFHE accounts covered later in the manual WRITTEN OFF The account has been written off Note! If you come across any account with O states you must provide the customer with the collections telephone number. You would not deal with these accounts. 13

14 Activity Codes Unlike a Status Code an account does not need to have an Activity Code. An Activity Code is only allocated to Mortgage style account or ICR overseas account in arrears as shown below: The table below lists each Activity Code and its meaning: A T G D U F B arrears The account has outstanding repayments to be collected refer to the appropriate department trace The account requires an address update refer to the Trace Dept agency The account is with an outside agency refer to the correct Collections Agency DECEASED unknown The account has not yet been routed to a state within Tallyman fraud The customer has possibly committed a fraud pass to an SIU advisor ICR overseas Product Codes SLC Product Code SS SG FL - FT FL - PT HB Supplementary Support loan paid to the customer Supplementary Grant grant paid to the customer Tuition Fee loan for a full-time student Tuition Fee loan for a part-time student HEI Bursary Debt Owners The debt owner will be shown beside the Status Code on each account. The debt owner will be: SLC Owned by SLC and administered by SLC LTF Owned by Lombard Tricity Finance and administer their own loans NDB1 Owned by Nationwide Building Society and Deutsche Bank. The company are known as HSL and administer their own loans 14

15 Stand Alone - Duplicate Details If a customer provides conflicting information on a repeat application form from their initial application, CLASS will not recognise that the application is for the same customer and will separate the two accounts. Previously these were called Stand Alone accounts and had to be dealt with manually by an advisor identifying these Stand Alone accounts and updating the information in the Notepad. A fix has now been put in place to include these Stand Alone accounts. The fix is a Duplicate Details tab situated beside the Loan Details tab on the Customer Selection screen. The tab will be greyed out if the system has not recognised any Stand Alone accounts: If a customer has been identified as having a Duplicate account you will be able to select the Duplicate Details tab. The Stand Alone accounts will be listed and highlighting the account will allow you to view the information held in the Loan Details Tab. Note! If you identify a Stand Alone account and the Duplicate Details tab is greyed out you should Standalone Enquiries@slc.co.uk. The subject heading of the should be New and you should include all CRNs of the student in the . 15

16 Red Flags Red flags will appear on the Customer Selection screen to highlight any important information about the account. A selection of these red flags is shown in the table below: Red Flag MS Loans ICR Loans 16

17 Maintain Personal Details The Maintain Personal Details screen is used to update and view a customer s personal details: 17

18 Personal Details Tab There are various tabs within Maintain Personal Details. The first tab is the Personal Details tab: Change of Telephone Number From the Personal Details tab you can update the customer s telephone numbers by typing the number in the correct field: Note! Do not leave any spaces between the numbers and if no telephone number is available, type 7 ones then the month and year e.g i.e. Feb If Directory Enquiries advise the telephone number is ex directory, type 4 ones and then 3 eights followed by the month and the year e.g

19 You can also enter the customer s address: Suppression of Correspondence To prevent any further correspondence being issued to the customer we sometimes need to suppress the account. Click on the Suppressed? check box: You then need to choose a suppression reason. Clicking the Reason drop down arrow will display a list of suppression reasons; the scroll bar will allow you to view all the suppression reasons: Highlight and select the reason for suppressing the account, dependent on the reason this can then bring up a pop up box confirming that this action has to be authorised by a supervisor: 19

20 When you click on OK a red flag will appear on the account showing the account as, the Advisor will then have to approach their Team Manager who will then authorise the suppression to be applied to the account, once authorised the red flag will automatically change to a flag. To remove a suppression click back on the Suppressed? tick box and remove the tick. Any documentation not produced due to the suppression will be displayed automatically: Only issue current documents i.e. this year s deferment form or annual statement and avoid sending out of date correspondence. To issue the document highlight the documentation to be produced and tick the Action Request box on the right of the screen. Click the Save icon and then click on the Return button to return to the Personal Details tab of the Maintain Personal Details form. Name Details Tab The Name Details tab will allow you to update the customer s Title and Name: 20

21 Change of Title If a customer wishes to change their title click on the Title Drop down arrow to display the list of options. Select the correct title and then click on the icon. A common example of a title change is when a title is changed from Miss to Mrs due to someone getting married. Change of Name To change a customer s name you would click in the Unverified Update Customer Letter / Telephone Call Radio button: You will then be able to overtype the details held in the Name fields and once you are happy with the update click on the icon: 21

22 Receipt of Customer Documentation Action The majority of this section is for ICR calls and therefore you will not be performing updates until you have received ICR training. The only fields you will use are the Unverified Update Customer Letter / Telephone Call and Reverse Last Action. Note! The Reverse Last Action Radio button can be used to reverse the change that you have made. You will not be able to use this function after leaving the customer s account. 22

23 Birth Details Tab The Birth Details tab will show the details that have been entered on receipt of the customer s birth certificate or passport. The Date of Birth field is not editable, a customer must provide evidence if they are disputing the Date of Birth. If the other fields on the screen are to be updated you should advise your Team Manager and they will perform the update on your behalf: 23

24 Updating a Customer s Address UK Address A customer may call to update their address; this can be done from the Addresses tab in the Maintain Personal Details section. When you access the Addresses tab the following screen will display: Select the next available line or click on the icon to create a new line. Once the blank line is highlighted in yellow click on the form as shown on the next page: icon to display a fresh address 24

25 Now enter as much criteria as you have for the customer to retrieve the address. The quickest search is to fill in the Building Number and Post Code fields, then use the PAF (Post Office Address Files) search facility. To do this click on the icon once you have entered your criteria to start a PAF search. The system will bring back a list of results matching your search criteria: Select the correct address from the list and then click on the icon. At this stage it is good practice to confirm the whole address with the customer to ensure that the details are correct. 25

26 The following screen will now display, click on the Accept Address button: A confirmation message will display to advise you that the address details have been applied: You will then be returned to the initial Address Details tab and the new address should now display as shown on the next page: 26

27 Enter the Effective Date From with the date that the customer is moving to the new address. If the customer s address is temporary you can enter an Effective Date To. In the Address Type field, use the drop down arrow and select Home or Other. The system will automatically issue correspondence to the Home Address but you can change this by altering the Send Correspondence to Indicator by selecting Other from the dropdown list as highlighted above. Overseas Address To update an Overseas Address you will have to enter the address manually and update the system with the country of the address: 27

28 Click on the icon. Partially or fully type the Country in the Find field and click on Find: A list of results matching your search will display. Select the correct country from the list and click OK: The address should then be entered manually: 28

29 Once you have entered the address click on the Validate button followed by the Accept Address button. All other address functions are identical to the UK Address updates. 29

30 Course Tab The following Courses tab is used to access information regarding the customer s course details: This screen is read only as any change of graduation date will have to be provided by the Award Authority who can alter the date by issuing an updated Support Notification. 30

31 ICR Details Tab There are two types of Student Loans; Income Contingent Repayments (ICR) and Mortgage Style (MS). The majority of customers who have ICR loans will have repayments deducted from their salary. Mortgage Style customers will make repayments direct to SLC. The General sub tab as shown will display the current status of the loan repayments, i.e. whether we have sent notification of the customer s details to the HMRC and if so, have they been able to match our customer: Customers who have a Mortgage Style loan and take out an ICR loan for the purpose of obtaining a Post Graduate Certificate of Education (PGCE), are given the choice of whether they want to repay their Mortgage Style loan first, their ICR loan first, or both loans concurrently. The choice the customer makes is recorded on the PGCE tab. 31

32 The NINO sub tab is where information on the issue of ICR documentation can be viewed. Updates for the customer s (NINO) are recorded on the NINO tab: 32

33 The Enquiry Screens Customer Activity Enquiry The Customer Activity Enquiry screen holds read only information regarding any activity that has taken place on the customer s account from the date that the account was created in CLASS until the current date. From the Customer Selection screen choose Customer Activity Enquiry: You will be taken to the following screen: The Customer Activity Enquiry has three tabs; the first tab is the Activity tab. This will list every activity on the account listed in date order with the most recent activity at the top. The scroll bar can be used to search through the list. It is possible to narrow down your search by clicking on the View Options tab, a list of Activity Types will show. If you wish to view a specific activity you can click on the Clear All button, as shown on the next page: 33

34 You then place a tick in the check box of the activity type(s) that you wish to view and select the Activity tab: The Activity tab will have the same layout but will only show activities relating to the Activity Type you have selected. In this example Change of Address Details has been selected: 34

35 You can view all the address activity from the customer s account. The Activity Date will show the date that the Activity has been input on the CLASS system. The Description field will show: Customer home address created Customer other address created Customer home address amendment Customer other address amendment Customer home address end date changed Customer other address end date changed You can view more information about a single activity by highlighting the line you wish to expand on and then click on the Details tab. Alternatively, double click on the required line. This will take you to the Details tab: Note! The Details tab will differ depending on what Activity Type you have selected. 35

36 Customer Account Transaction Enquiry The Customer Account Transaction Enquiry (CATE) screen will allow you to quote amounts and dates of all money transactions on a customer s account. From the Customer Selection screen, choose Customer Account Transaction Enquiry: The Customer Account Transaction Enquiry screen will display: The Transactions tab holds information on all the transactions on the account from the first instalment that SLC made to the customer until the current date. The transactions are listed in date order with the most recent transactions at the top. To view more information regarding a 36

37 single transaction you can highlight the required line and click on the Details tab. Alternatively double click on the required line. This will take you to the Details tab: By viewing the Details tab you will be able to view the bank details that payments were made to. Note! Dates and amounts can be quoted from the Customer Account Transaction Enquiry screen. 37

38 If you click on the Loan Details tab you will be able to view three sub tabs: CLASS will default to the Balances tab; do not quote balances from this screen The Dates tab will show the following details: The Statutory Repayment Due Date field indicates the April that the customer will begin repaying their student loan. The Maturity Due Date field is only for Mortgage Style accounts and is not applicable for ICR loans. 38

39 The Payments tab will show the following details, by highlighting each individual loan you can view the dates and the instalment amounts that we paid to the customer in the Payment Instalment Details section: 39

40 Customer Balance Enquiry From the Customer Selection screen choose Customer Balance Enquiry: When you first enter this screen it shows the customer s balance and the transactions for all of the customer s Loan Accounts and Management Accounts. Click the Balances tab to view a summary of balances on the account: Note! Never quote a balance from the Customer Balance Enquiry screen. Balances should always be provided by using the Provide Settlement Quotation screen covered later. 40

41 Only access this screen to determine how many months in arrears the customer is to establish which area of collections they should be directed to: The table on the next page explains each field: 41

42 Status Current Balance Arrears Balance Offset Cash in Hand Balance Repayments Made Accrued Interest to Date Expected DD Represent Date Charges Months in Arrears Early Repayment Balance Repayments Due PAYE Repayments Made SA Repayments Made External Arrears Explanation Customers current loan balance this should never be quoted to the customer Customers arrears balance Offset cash is an amount of cash which has been repaid over and above the minimum required and has been earmarked to cover any future repayments due. This will continue until this sum has depleted. Money is allocated to offset cash at the customers request Repayments received at SLC Interest accrued in current month DD represent date, if SLC are unseccessful in calling for a DD on the due date the resubmission date will appear here Any charges customer has accrued Total number of months in arrears Early repayment is an amount of cash that has been repaid over and above the minimum and will not be used for future repayments Amount of loan repayments due to date Total amount of repayments received via Pay As You Earn (PAYE) Total amount of repayment received via Self Assessment (SA) Total amount of months customer is in arrears specifically for HSL customers and will not show true value of arrears 42

43 Repayment Methods Customers will repay their ICR loan(s) directly through their salary unless overseas. Customers can however make additional repayments towards their loans at any time or can make voluntary repayments before they enter repayment status. We can accept additional repayment through the following methods. Direct Debit Direct Debit repayments must be set up between the 10 th and 28 th of every month. Standing Order A Standing Order is ideal for people who want to repay outside of the 10 th - 28 th time scale. The main difference between a Standing Order and Direct Debit is that the customer controls the Standing Order and initiates the repayment unlike Direct Debits which are under SLC s control. Some of the disadvantages of repaying by Standing Order are: If the customer quotes the wrong reference number to the bank even by one digit they could end up repaying somebody else s loan Lastly their account could be repaid in full and if we have no current address on the system then we have no way of contacting them to inform them to cease repayments When a customer calls and wishes to set up a Standing Order you should advise the customer to quote one of the following reference numbers: Loan account number or CRN - When it s a Mortgage style loan Student Support Number or CRN - When it s an ICR Loan GR Number When it s a Grant Payment Tuition Fee Loan Account Number When it s a Tuition Fees Payment Cheque Cheques still remain a popular way to settle an account in full, although the Debit / Credit card option would appear to be the most efficient way to settle an account. Customers should be encouraged, where possible, to settle their loan using a Debit / Credit card: When a repayment is made via cheque, the customer will be given a settlement date 14 calendar days in advance This can be problematic if the repayment is applied early or late which could result in an overpayment or underpayment The customer must be advised to quote their CRN on the back of the cheque 43

44 Debit / Credit Cards Debit and Credit cards are efficient methods for settling an outstanding balance but are not ideal for making regular monthly repayments. There are advantages for customers living abroad as they may not have access to a British bank account so cannot utilise the Direct Debit facility. SLC accept many different types of debit cards below are some examples of some of the cards: Visa, Visa Debit, Delta, JCB, Mastercard and Visa Credit. We cannot take Credit / Debit card payment details when CLASS is not live. Under Data Protection we can only input card payments on to a live system. It would therefore not be appropriate to store a customer s card details anywhere for later inputting. Any customer wishing to make a Credit / Debit card payment during system down time will have to be instructed to call back when the advisor knows the system to be live. Customers can be advised that they can log on to the Repayment Portal to make any payment whilst CLASS is not live. Note! Credit Card payments over the phone are subject to charge of 1.428% for Visa and 1.576% for Mastercard. International Repayments These charges do not apply if they payment is for arrears. Other repayment methods available to overseas customers are: International Money Order, Euro Cheque and Telegraphic Transfer but these methods are costly and in some cases the charges outweigh the actual repayment amount. If a customer wishes to make a repayment from abroad using Internet Banking they need to quote a Swift Code. The code in all cases is BARCGB22. Some overseas transactions may also require an IBAN reference which is GB45BARC Repayment Portal From June 08 customers can make repayments towards their loans through the repayment portal using a debit or credit card. This can be accessed via any of the SLC websites. If the customer wishes they can set up a continuous card payment which means that our online card provider will call for a monthly payment on the same day each month using the customers card details which have been stored safely for use. The repayment portal can be used to: View your balance Access the ICR balance calculator Update personal details Make payments towards loans Note! Credit Card payments over the phone are subject to charge of 1.428% for Visa and 1.576% for Mastercard. These charges do not apply if they payment is for arrears. 44

45 Bank Details There are two options available for customers wishing to change their bank details. These are: Paperless direct debiting by phone Issue of a paper direct debit instruction by post We should promote paperless direct debiting as much as possible as it is far more cost effective and beneficial to the Company and the customer. Guidelines 4 Day Rule If a customer contacts SLC and wishes to change their repayment due amount or their repayment due date, SLC can alter this amount / date as long as the instruction has been received 4 clear working days prior to the customer s repayment due date. Using the calendar below, if a customer s repayment due date is the 15 th and they contact SLC to change their repayment amount / due date on 8 th then there is clearly enough time for us to alter their repayment amount / due date. However, if they were to contact us on the 13 th then there is not enough time for the change to happen this month however that change would take effect from February. In this example you would count their repayment due date the 15 th as day 1, 14 th as day 2, 13 th as day 3 and the last date a change could take effect from would be on the 4 th day, the 12 th : 9 Day Rule If a customer contacts SLC and wishes to change the bank details their direct debit is being called from, then SLC could set up a paperless direct debit which would require 9 clear working days to allow the customer s repayment amount to be debited from the new bank details. Using the calendar below, if a customer s repayment due date is the 20 th and they contact SLC to change their bank details on the 5 th then there is clearly enough time for us to alter their bank account details. However, if they were to contact us on the 16 th then there is not enough time for the change to happen this month however that change would take effect from March. In this example you would count their repayment due date the 20 th as day 1, 19 th as day 2, 18 th as day 3, 17 th as day 4, 16 th as day 5, 13 th as day 6, 12 th as day 7, 11 th as day 8 and 10 th as day 9, therefore any change to bank details prior to the 10 th February would take effect from this month however any bank detail changes made after the 10 th February would not be effective until March: 45

46 14 Day Rule If a customer contacts SLC and wishes to change the bank details their direct debit is being called from but does not wish to set up a paperless direct debit, SLC can issue a paper form of the direct debit instruction. However, we would have to advise the customer that the completed direct debit instruction would have to be returned to SLC 14 clear working days prior to the customers repayment due date to allow us to successfully set up the new instruction. Using the calendar below, if a customer s repayment due date is the 25 th and they contact SLC to change their bank details on the 1 st but requests a paper instruction we would have to advise the customer that the completed paper instruction would have to be returned correctly completed by Monday 8th March: 46

47 Maintain Repayment Date A BACS tape is an electronic file so named because it is sent to the Bankers Automated Clearing Service. This file is produced 4 working days prior to the customers repayment due date each month and contains all the account numbers for which a Direct Debit repayment is to be collected. This is sent electronically to BACS and they submit each claim to the individual Banks or Building Societies. If a customer wishes to alter the date that their repayment is sent to us, we can action this change right away as long as the BACS tape has not already been produced for that repayment date. If the BACS tape has been produced, we can still action the change but it will not take effect until the next month. From the Customer Selection screen choose Maintain Repayment Day: If the Repayment Due Day field is highlighted in blue, the BACS tape for this repayment day has not yet been sent and we are in time to action the change of repayment date for this month. If however the cursor is flashing in the Repayment Due Day Next Month field when you access the screen it is too late to update the due date for this month and next month is the earliest you can implement a change. It may be the case that the customer does not want to change their repayment date until next month even if there is still time for the change this month. In these cases just move your cursor from this months box to next months, as shown on the next page: 47

48 The Student Loans Company does not allow repayment dates of 1 st 9 th and 29 th to 31 st of the month because all accounts are rescheduled on 31 st August each year to take into account the new annual interest rate. Under the terms of the Direct Debit Guarantee, we must always advise in advance any changes to the amount, date or frequency of the Direct Debit. Therefore if SLC allowed repayment dates of 1 st 9 th we would not be able to meet these terms. The 29 th 31 st ruling is to encapsulate February. The following table shows the allocated payment date for each surname when they enter repayment. These dates can be changed at any time by the customer: Surname A - F G - L M - R S Z Due Date 10TH 15TH 20TH 25TH 48

49 Requesting a Direct Debit Instruction Although the majority of ICR customers will repay their loans via their salary some customer may also wish to pay additional amounts, this can be in the form Direct Debit. From the Customer Selection screen choose Request DD Instruction: The following screen will display: 49

50 Each Management Account that the customer has will be represented here. If the customer wishes to set up new bank details on their Direct Debit / Manual account you should first determine if all loans are to be paid through the new details. The Management Account that holds the loans should be highlighted and DD Instruction Variation selected from the list below: The DD Instruction Variations used are: Collections: Indicates to customer that they are in arrears and we have no method of repayment set up with them, encloses a DD Instruction and advises it may be necessary to make manual repayments Generic: A blank DD Instruction i.e. has no customer details printed on to it. This is useful for 3 rd parties Local: Prints to a local printer Once a variation has been selected you should click on the Request DD Instruction button. If the customer already has a live Direct Debit then you will be presented with the message below: Always say No to this message. The customer may change their mind about changing the account that they repay their loan from and not return the new Instruction to us. If the customer does return the Instruction then the old Instruction will automatically be cancelled in favour of the new one. In circumstances where the Direct Debit Instruction should be sent directly to a Third Party, click the below: shown at the right of the Third Party box which will reveal the screen 50

51 Place the cursor in the Third Party name then click the at the top of the screen. icon this time from the main toolbar The Third Party s name & address must be complete as well as the type of the Third Party. This must always be entered as a Repayer: The torch icon will access the address update screen and you enter the address as described previously. Exit the Maintain Third Party Details screen via the red door. The updated Third Parties details will then be on display back on the DD screen. Put a tick in the Mail to Third Party tick box Instruction button and then click on the Request DD ensuring that the variation chosen is Generic. Note! Remember that Direct Debit Instructions are used for ICR customers if they are outside the UK tax system i.e. overseas and need to make scheduled repayments after being accessed by SLC. However, these instructions are included as part of the Overseas Income Assessment form. ICR customers within the UK tax system who wish to make voluntary repayments can also set up a direct debit for ad hoc repayment. The above can only be taken on SLC administered accounts. 51

52 Paperless Direct Debit Verifying Bank Details Firstly you should go to the Loan Details tab on the main Customer Selection screen: When verifying a customer s bank details, it is important to determine how many Management Accounts there are, the status of the loans and the current repayment method to determine whether the loans are Mortgage Style or ICR. 52

53 Return to the main Customer Selection screen: Select the option Maintain FI Account Details: The screen will be populated with the most recently updated bank details; there should be a tick in the Valid Check box to show that the bank details are valid:+ The Link Summary Active checkbox should be ticked to show that the Direct Debit is active on the account: 53

54 You can click on the Show Details button within the Link Summary section to show what management account is linked to the bank details displayed: 54

55 If all of the ICR Accounts are not displayed, click on the return button and place your cursor in the sort code field. Use the scroll down key on your keyboard until the next set of bank details is displayed. The scroll keys will enable you to view all bank details held on the account. Clicking on the Return button will close the Show Details section and return you to the Maintain FI Account Details screen. Click on the Branch Details that the bank details belong to: Drop down arrow to reveal details of the branch Click the Show Details button again. You must do this process to check which Management Account is being paid through which set of bank details. Remember if there is more than one Management Account there will be more than one direct debit set up. 55

56 With the correct bank details on display, click the DD Instructions tab. This should read Transmitted: The final check you need to make is via the Repay Methods tab: Ensure the Repayment Method for your Management Account is changed from ICR to Direct Debit. Once you have made all of these checks, you can be confident that these are the bank details we are collecting repayments from. 56

57 Update a Paperless Direct Debit Paperless direct debiting is a procedure allowing customers to set up a direct debit over the telephone. We can only set up a paperless direct debit over the phone when CLASS is live. A script must be adhered to at all times and should not be deviated from. It may be updated from time to time and for this reason, it is not permitted to print the script. The script is available in Word. If you are unsure where to find it, please ask your Team Manager. The following points should be taken into consideration. As you are setting up the direct debit over the telephone for a customer in repayment, you would term this as a paperless direct debit and you would have to issue an Advanced Notification Letter to confirm the details of your conversation. The Advanced Notification Letter must be sent the same day you have the conversation with the customer. How this letter will be sent will depend on the department you work in. Begin by following the Paperless Direct Debit Script. Go to the Customer Selection screen; choose the Loan Details tab as when first contemplating updating a customer s bank details it is important to determine which loans are to be paid through the new details. Once the loans have been identified, then a note should be taken of the Management Account number that the loans are in which will then allow the new bank details to be linked to the correct Management Account. 57

58 Return to the main Customer Selection screen and choose the option Maintain FI Account Details: The screen will be populated with the customer s most recently updated bank details: 58

59 To create a new record, click on the icon to enable you to enter a new set of details. Insert the sort code and account number the customer wishes to repay from into the appropriate fields and save. Once the bank details have been saved, the Valid box will be populated these bank details have been checked and are correct. confirming that When a student supplies bank details that exist elsewhere on the system for loan payments, the details come off on the Duplicate FI Details Report which is worked by Operations Services: We must confirm with the customer if they have a separate student loan account or whether they have a joint bank account with another person. On determining the outcome we can then proceed to link the bank details. The next action to be taken when updating bank details is to link the account to the appropriate Management Account. Click the Link Accounts tab. Once in the Link Accounts tab there will be two sub tabs. You should remain in the Repayments tab when updating a Direct Debit. Click on the first blank line in the Start Date field to highlight a free line. Click on the Management Account drop down arrow and select the correct management account from the list as shown on the next page. As shown on the next page: 59

60 The next step is to call for the Creation of a New Direct Debit using the button on the DD Instructions tab. Click on the DD Instructions tab and then click on Request DD as highlighted on the next page: 60

61 The following screen will appear. If the customer has more than one Management Account you then have to make sure that the correct Management Account is highlighted: 61

62 You then have to select Local from the DD Instruction Variation drop down menu: The reason DD - Local direct debit is chosen is that this allows a direct debit instruction to be printed to your local printer and produces a core reference number which is unique to the customer. It will also allow the advisor to approve a direct debit instruction on the same day. The core reference number can be located within the CLASS Notepad: Once Local has been selected click on the Request DD Instruction button: The following message will now display, as with a Paper Mandate always select No: 62

63 A note will display advising that the DD mandate has been printed successfully: The next step is to click on the DD Instructions tab: The direct debit you have requested and linked will appear as Sent on the DD Instructions tab, using the drop down arrow in the status field, change this to Approved. The following message will display: Click on Yes to continue with the Paperless Direct Debit. The status of the Direct Debit will change from Print Sent Approved Transmitted Cancelled by FI throughout the paperless direct debit process. 63

64 you have approved: The final step is to create your Notepad entry and paste your core reference number into the Note.

65 Direct Debit Overrides If a customer wishes to increase the amount they pay by Direct Debit they can do this by setting up a Direct Debit Override. Direct Debit Overrides can be used: When an ICR customer wishes to increase their repayment amount (ICR trained advisors only) Make voluntary repayments whilst earning below the current ICR threshold As a Direct Debit Override is altering an existing Direct Debit the four day rule applies. From the main Customer Selection screen choose the option Create DD Override: When setting up an override it is important to check you are selecting the ICR account. 65

66 Navigate through different Management Accounts Put a tick in the Include tick box of the loan account for which increased repayments are to be applied. Tick only the loans where there are Trans Held ticks. Any loans in an amalgamated set will default to a tick: If a customer has advised different amounts for specific loans then Overrides must be set up individually. Where a customer has advised one amount for all, make sure you put a tick in the Include boxes for all loans. CLASS will then apportion the amount you apply according to the outstanding balances of the loans. Providing there is sufficient time before the BACS tape, the start date box defaults to this month. If the BACS tape has already been produced the start date will default to the following month. To change the start date simply highlight and overtype. You then enter the DDO details: 66

67 Scenario 1 The customer knows how much they wish to pay per month and also the number of months that they would like to pay this amount for: Enter the Number of Instalments Enter the Amount Click on the Apply button Click on the Save button Scenario 2 The customer knows how much they wish to pay per month or how many months they wish to set up the DDO for in order to pay the loan in full (this will only be accurate for ICR customers who are in P status or R status but not making repayment through their salary yet. Enter the Number of Instalments or the Amount into the appropriate field Click on the Calculate button Click on the Apply button Click on the Save button The following message will display: 67

68 To view DDOs on the customer account you access the Create DD Overrides button from the Customer Selection screen then click on the Repayments tab: Where there is no override set up and the account is in R status, the Repayment Type is Scheduled. Where there is an override in place Repayment Type is DD Override. If you place a into the box then you will display a list of all previous scheduled amounts relating to the Management Account you had on display on the Management tab. If the customer wishes to cancel their override and pay only through their salary. Click the scroll down button under status on the line where the override has been set up: Change the status to Cancelled by User. If you cancel in error or the customer wants the override reinstated, change the status back to Active. You can accept cancellation of an override over the telephone; however the customer must follow this up in writing: To make a change to an existing override amount or date, follow the previous steps cancelling the arrangement and set the override up again in the usual manner, ensuring the start date is not the same date as the previous arrangement. 68

69 A message like the one below will appear if you try to apply more than one override to the same account on the same day: All overrides should be recorded on the notepad after saving. Make sure there is no offset cash before setting up overrides. 69

70 Credit / Debit Card Payments Student Loans Company customers can make repayments of their outstanding loans by Credit Card or Debit Card. SLC incur a charge of the repayment amount paid by the customer if they use a Credit Card. The Student Loans Company will be transferring this cost onto the customer by charging them. We must advise our customers of this charge before any payment is processed: 1.428% for Visa Cards 1.576% for Master Cards To accept Switch / Maestro, Visa Debit, Delta, Electron, Laser, JCB, MasterCard, Visa Credit, click on the Switch icon. Once selected the below screen will appear: By clicking on the Torch icon the following screen will display to allow you to select what Management Account, Loan or Grant you would like the payment credited to: 70

71 Once you have highlighted the correct Management Account, you click the OK button. The chosen reference will now populate in the reference field. If the customer requests the money to be used as offset you would put a tick in the Offset box. If they require a receipt a tick would be placed in the receipt box as shown below: Click on the ok button to exit this screen. Note! If the customer wishes to repay more than one management account then separate transactions are required for each management account. 71

72 Class will automatically direct you to the Repayment Portal. The Repayment Capture Details Screen will be available as shown below: Select the Card Type dropdown by clicking on the arrow this will list all acceptable cards taken by SLC. Click on the appropriate card option. Enter the value the customer chooses to make eg In this screen the address can be overwritten, added or be left blank if the customer does not wish confirmation or have an address. If the customer chooses to have all correspondence sent to the new address this will have to be updated in CLASS also after the transaction is complete. Click on the green arrow next to the word Next to continue. The Confirm Repayment Screen will now appear as shown overleaf. When a customer makes a card repayment their bank statement will show the transaction as either; The company name and contact telephone number; or The company web address and contact telephone number. Select the arrow next to the word Next to continue. 72

73 The Repayment Portal will request confirmation of the card type used to make the repayment. Select the appropriate card icon as shown below: The payment reference will now populate this can be given to the customer for their records as shown in the below screen: The Worldpay system can distinguish the type of card from the card number and populates the screen with the card type. 73

74 All fields with an asterisk must be completed: Card number exactly as on the customer s card; Card expiry date in MM/YYYY format by selecting both dropdown arrows; Card issue date where applicable; Name of card holder exactly as on the customer s card; and Card Verification Code this is the last 3 digits on the reverse of the card. If a customer advises that they wish us to take a payment for a future date. We can overtype the request date with the required date as notified. Click the Submit box to continue. Worldpay will provide the following message to confirm if the payment has been successful: If the payment is a failure SLC do not know the reason why as it is the customer s card provider that has declined the repayment. If a failure an automatic message will populate in the class notepad. If Class is read only a message will automatically update when live. 74

75 The below screen will display to advise you have logged out of the portal. Click on the X at the top of the screen to close the window. Class will remain inactive until the OK button has been clicked. Click Yes to accept the payment. The payment should be received by SLC within 24 hours although the transaction can take up to 4 working days to show on the customer s account. A Class notepad message can now be added. 75

76 Requesting an Ad Hoc Statement From the Customer Selection screen choose Request Ad Hoc Statement: Use this screen for Ad Hoc statements on all Mortgage Style loans and only on ICR loans in P and PP status. All loans will automatically be included. However, by clicking on each box you can include or exclude loans. CLASS will automatically default to the radio button From Last Annual Statement however if you want the statement to take effect from a Specific Date Range click on that selection. It is then necessary to type the start and end dates you require the statement from and to: Click the Request Statement button when you are satisfied that you have selected the statement criteria you require. If the customer requests statements that go back over 2 years from the current date then they should be ordered as annual statements i.e. Sept 10 to Aug 11, Sept 11 to Aug 12 etc. If a customer requests copies of system generated statements prior to 1998 an to Operation Services would be required supplying all relevant information i.e. customers name, loan account number, address and information required. Operation Services will then access an archive system which will allow historical data to be issued. 76

77 There are a few important points to remember when requesting an adhoc statement for ICR customers: The date requested is no further back than 2 years It is not a full statement e.g (far to much information to be sent) If a customer is looking for specific years statements information please request these via the re-print button The specified date range is only up to the date in which interest was last applied to the account and not the populated date Requesting a Reprint From the Customer Selection screen choose Request Reprint: This screen can only be used to order a reprint of system generated documents. To list all the documents produced via the system, select the Academic Year that the document was sent out in. 77

78 Click on the scroll arrow to the right of Year of Document to list the Academic Years available: After you have selected the Academic Year of the document, a list of system produced documents will be displayed. Tick the Reprint box to the right of the document that needs to be re-issued to the customer: If a customer requests copies of system generated correspondence prior to 1998 an to Operation Services would be required supplying all relevant information i.e. customers name, loan account number, address and information required. Operation Services will then access an archive system which will allow historical data to be issued. Click on Save to issue the Document. 78

79 Cancelling a Print Request The printing you have requested is not available to view via the Customer Selection screen therefore to access the screen use the pull down menu Post- Payment Maintain Account Printing and Mailing Update Print Request: 79

80 A list of all printing requested by your ID will be listed as shown below. Select the letter that you wish to be cancelled by clicking in the Cancel box at the right side of the screen: The Customer Details button will take you into the Maintain Personal Details screen of the customer whose line is highlighted. Click on Save. 80

81 Withdraw from Course To allow you to authenticate the customer you must be able to identify the last HEI the student attended. You can view this in both Pre and Post Payment CLASS. However for ease of searching at authentication you can check in the from the 24 screen. button 81