TG Updates

Familiar faces, new roles help shape the future of customer service at TG

Customer service at TG has been reengineered to provide even more flexibility and enhanced service to TG's school and lender partners. TG considered feedback from business partners and advisory groups to determine the most effective way to simplify the organization of customer service teams and to streamline student loan processing. As a result, several of TG's financial aid experts have taken on new responsibilities.

Margie Harvey, Vickie Tanner take on new roles
Margie Harvey has been named assistant vice president for relationship management and consulting. As such, she will oversee efforts related to cultivating relationships with all of TG's customers. This includes managing a team focused on building relationships with student lending professionals. Before joining TG in March 1997, Margie had already gained considerable experience in student financial aid. She has worked at a large public university, a FFELP secondary market/servicer, and a state-agency guarantor in operations, training, national regulatory affairs, and compliance. In 2003, she was named TG's assistant vice president for strategic partnerships and new ventures. She holds a bachelor's degree in mathematics and a master's degree in higher education administration, both from Purdue University.

Vickie Tanner, assistant vice president for business partner services, will oversee student technology services and support for loan processing, customer training programs, and conference and event planning. Vickie joined TG in 1988 as assistant manager of applications development. She was named assistant vice president of customer services in June 1997. She has a strong background as a programmer/analyst and project manager in various industries, including insurance, banking, retail and oil and gas. Vickie holds a bachelor's degree in business education from Southern Illinois University and a master's degree in organizational leadership and ethics from St. Edward's University.

Relationship Management and Consulting teams
Margie's teams will consult with financial aid and lending professionals to determine which TG products and services can help students and borrowers most. Her team also will provide ongoing support to those involved in simplifying the financial aid process. Margie's management team will include Craig Berkley, manager for the western region; Chanson Durden, manager for the eastern region; Cynthia Mayberry, manager for Texas; and Kevin Harris, newly-appointed director of lender partnerships.

Business Partner Services teams
Vickie's business partner services team includes 35 professionals involved in product support, business integration, testing, event planning, and training. Paul Lewis will continue to serve as assistant manager for business partner services, overseeing the implementation and support of customers on all of TG's loan management tools, including AdvanTG Web™, TG's premier life-of-the-loan tool.

"With more than 100 years of combined experience in student financial aid, all members of our customer-focused team are able to provide incredible levels of service to our business partners," said Kim Alexander, TG's vice president of customer focus, who manages both teams. "I am confident that their continued leadership will enhance our ability to respond to customers' needs while addressing the ever-growing demand to streamline the financial aid process and provide help to students and families across the country."

More information
To learn more about TG's customer service teams, call (800) 252-9743.

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Question of the week

Q: How do I process a loan after the end of the loan period has passed?

A: According to the Common Manual 7.7.G, Stafford or PLUS loan proceeds may be disbursed after the end of the loan period or the date on which the student ceased to be enrolled at least half-time only if:

• The school certified the borrower's loan eligibility before the end of the loan period or the date on which the student ceased to be enrolled at least half time, whichever is earlier, and determined that the loan funds will be used to pay educational costs incurred for the period in which the student was enrolled and eligible.
• In the case of a first-year, first-time borrower whose loan is subject to delayed delivery, the student completed the first 30 days of his or her program of study.
• In the case of a second or subsequent disbursement, the student graduated or successfully completed the loan period.

For more information on late delivery requirements for schools, see the Common Manual, subsection 8.7.E. You can download the latest Integrated Common Manual from TG's corporate website TG Online at www.tgslc.org/resources/integrated_online_manual.cfm.

Do you have a question?
If you have a question that needs an answer, feel free to Ask TG™. To submit a question to Ask TG, visit http://tgslc.custhelp.com.

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Coming up…

The following events are taking place during the upcoming month.

Council for the Management of Educational Finance Quarterly Meeting
October 27
San Antonio, Texas

Electronic Access Conference
October 30 - November 2
San Diego, California

Training Session: Conducting Entrance and Exit Counseling
November 4
Round Rock, Texas

MASFAP Fall Conference (Missouri)
November 6 - 8
Lake Ozark, Missouri

NCASFAA Fall Conference (North Carolina)
November 7 - 9
Charlotte, North Carolina

40th Anniversary of the HEA
November 8
Lyndon B. Johnson Student Center
Texas State University
San Marcos, Texas

Veteran's Day
November 11
TG offices closed

DE-DC-MD Fall Conference (Delaware, Washington, D.C., Maryland)
November 11 - 13
Cambridge, Maryland

Mapping Your Future™ Chat Event (www.mapping-your-future.org)
November 15
Evening Online Chat — Managing your student loans, including repayment options, consolidation, and cancellation

TG Lender and School Advisory Committee Meeting
November 17
Round Rock, Texas

Thanksgiving Holiday
November 24 - 25
TG offices closed (beginning at noon on November 23)

TG Regional Training
November 29
Amarillo, Texas

TG Regional Training
November 30
San Antonio, Texas

Electronic Access Conference
November 30 - December 2
Atlanta, Georgia

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