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TG Updates

Shoptalk Online 515, August 4, 2009

TG Updates

New Positive+Balance™ training helps graduate students prepare for life after college

Earning a graduate degree takes considerable commitment. Transitioning to a career requires similar dedication. A new training presentation from TG's Positive+Balance™ financial literacy program helps graduate students better understand what to expect after graduation.

"Looking Ahead: Life After Graduate School" provides practical budgeting tips, saving strategies, and information about federal student loan repayment options, including the new Income-Based Repayment (IBR) plan. The presentation also offers advice on how graduates can earn the attention of a potential employer and improve their chances of getting hired.

The session focuses on a variety of financial considerations. Participants learn to gauge whether the salary they expect to earn will cover their cost of living.

On request, TG trainers are happy to present the "Looking Ahead: Life After Graduate School" training to students. The presentation slides and accompanying workbook can also be downloaded free of charge from TG's Positive+Balance Community℠ Web site.

The Positive+Balance Community is TG's online resource for educators and financial aid professionals seeking financial literacy solutions and support. Members can download free financial literacy materials, including Positive+Balance presentations, as well as share information and materials. They can also create profile pages, connect with other members, post blog entries, start discussion groups, and participate in forums. To sign up for a free membership, visit www.PositiveBalance.org.

To learn more
For more information about Positive+Balance, visit TG Online at www.tgslc.org/PositiveBalance. If you would like TG's assistance in developing, implementing, or improving your financial literacy efforts, contact your account executive at (800) 252-9743, or send an e-mail message to positivebalance@tgslc.org.

TG recently released enhancements to AdvanTG Web™, its application and loan management system, and TG Loans By Web™, TG's online student loan application tool. Among other things, these changes simplify change transaction management, as well as open loan processing to any combination of FFELP lender, school, and guarantor. As schools and lenders process loans during peak season, these enhanced products may provide for greater convenience.

To supply schools and lenders with an overview of current changes, as well as future plans, TG will offer a webinar covering various loan processing enhancements, including:

The incorporation of the new Stafford and PLUS MPNs;
Additional text to guide TG Loans By Web borrowers through the registration and login process;
Enhancements to the prior servicer assignment rule;
Modifications to lender disbursement roster processing;
Support for the new repayment plan, Income-Based Repayment; and
Improved functionality for TG's online tool for creating lender surveys, List Assist℠.

Webinar times
The webinar will be offered twice.

Friday, August 7; 10 a.m. - 11 a.m. Central Time
Monday, August 10; 10 a.m. - 11 a.m. Central Time (repeat session)

To attend a webinar
To participate, register for one of the listed webinars at www.tgslc.org/training/webinars/register.cfm.

For help
For questions about TG's products, please contact TG's product support team at (800) 332-1455, or send an e-mail to product.support@tgslc.org.

Charles Shields helps TG harness technology to connect with borrowers

In today's fast-paced work world, keeping in touch with student loan borrowers can be a challenge. Borrowers take on new jobs, move between cities, or otherwise change their contact information. Maintaining an effective connection with borrowers is vital, especially as markets shift and workers find themselves affected. TG's default prevention team is committed to helping borrowers succeed in repaying their student loans. From phone counseling to e-mail and mail campaigns, TG's default prevention team strives to stay in touch with borrowers so that they understand their repayment obligations and have support if they need it.

TG employs technology including predictive dialer systems to make that connection with borrowers. A predictive dialer system works like a telephone operator, only one capable of making and monitoring thousands of calls per day. The system places calls to a roster of pre-set numbers, filtering out busy calls, unanswered calls, or answers by machines like faxes. At the same time, the system connects answered calls to waiting default prevention counselors.

To use TG's predictive dialer system to best effect, TG's contact center analyst Charles Shields monitors the system's performance. He tracks call volume and develops strategies for using the system most efficiently.

"I monitor how well the system works in handling our inbound call volume," said Shields. "I also prepare productivity reports to help our team schedule shifts for peak call times."

Shields' work helps maximize the number of borrowers TG can contact. As a result, more borrowers learn about the options available to them should they experience difficulties making loan payments. "We can also reduce the time that borrowers wait when calling in," said Shields.

Shields is uniquely suited for his position. Before coming to TG, he worked as a senior call center manager for a large credit card company. He's also held a position with a 401(k) plan administrator, taking a second job as a part-time default aversion counselor with TG's default prevention team. Shields took a full-time position with TG's collection team before transferring to the default prevention team. Shields says the work has been rewarding for a number of reasons.

"We strive every day to educate people on the options they have to manage their student loans," said Shields. "Many of the people we talk to are just starting to build their credit history. It is very satisfying to help these individuals avoid payment issues and maintain good credit."

Enhancing TG's dialer processes is never far from Shields' mind. Currently, he and other TG team members are investigating how to leave more customized messages for calls picked up by answering machines. They're also considering strategies to better integrate the timing of e-mail messaging and phone calls. This approach may drive a better response rate from borrowers.

Outside work, Shields is a dedicated fan of his alma mater's sports teams. "If there is anything related to Louisiana State University sports on television, I am watching it," said Shields. "I am also involved in my oldest son's youth sports activities, including a football league and baseball league designed for children with mental and physical disabilities."

More about TG's default prevention work
To learn more about TG's default prevention efforts with schools and borrowers, please contact your account executive at (800) 252-9743, or send an e-mail message to relationship.management@tgslc.org.