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Student Lending: Optimizing the
             Online Application



                                 Heidi Kovalick
                 Associate Director, Student Lending
       Higher Education Student Assistance Authority
                             November 10, 2011
What is NJCLASS?

• State statutory supplemental loan program
  created in 1991 for NJ residents and non-
  residents attending NJ colleges
• Funded through the sale of tax-exempt
  municipal bonds
• Independent State Authority
• Competitive environment of private education
  loans
• Approve 28,000 applications, $350M, per year
In The Beginning…

• Online application and credit decision, with
  print to sign requirements
• Up to 5 signatures on the Credit App, 4 on the
  Pnote + 2 underwriter signatures
• #1 customer error: missing/incorrect
  signatures
• #1 staff error: lost/misfiled documents
Application Process

• Secure Online                Loan Approval                                       Disbursement
  Application
                                                    • Data file of Loan
• All parties view TILA                               Elements sent to
  application             • Underwriting staff
                            reviews documents         Trustee’s Document
  disclosure                                          Custody               • TILA Predisb
                            and security edits                                Disclosure mailed to
• Borrower completes                                • Promissory Notes
  TILA Self-Cert          • School certifies                                  all parties 15 days
                            student’s eligibility     sent to Doc Custody     prior
• Credit decision is                                • Doc Custody review
  presented               • TILA Loan Offer                                 • Disb file sent to
                            Disclosure is             and acceptance of       Trustee
• All Parties Sign &        mailed to all             Notes
  submit App &P-                                                            • File is compared to
                            parties, and                                      Doc Custody on
  Note                      available on web                                  hand
                          • Borrower accepts                                • Disbursements sent
                            TILA Loan Offer                 Document          to schools
        Application
                                                             Custody
The Challenge

                • A paper process with 11
                  max signatures
                • 28,000 apps/year
                • 9 FTEs + 4 temps
                • Overtime, including
                  Saturdays
                • Customer complaints
                • Lost volume due to
                  processing timeframes
                • Space constraints
By the numbers…

              1,950 applications per week
              2 Full-time credit reviewers
              24-hour turnaround expected
              ≈ 28 applications must be
                 reviewed per hour
              2.15 minutes to review each
                 application
Why eSign?

• Competition in the student loan market
• Customer expectations

HOW?
• Cost analysis
• Risk analysis
• Product demonstrations
• Reference checks
Requirements

•   Meet the federal eSign Act
•   Meet federal and state UETA
•   Ensure nonrepudiation –enforceability of Note
•   Ability to transfer Notes to Trustee
•   Ease of use
•   Customizable across our product lines
Meet the Resistors…

• Paper Tigers-
  – Paper degrades, these are 30-year Notes
  – Storage costs
  – Ink signatures are not proof of authenticity
• Alarmists-
  –   Authentication
  –   Attribution
  –   Playback
  –   Reference checks
  –   Familial fraud cannot be prevented with an ink
      signature
Benefits

• Protection of PII
   – No more file folders moving around the office
• Reduced Labor Costs
   – Eliminated all overtime and the need for temp staff
• Improved Employee Satisfaction
   – Staff could have vacation during summer peak
   – Got to work with new technology
• Improved Customer Service
   – From 15 business days → 24 hours (or less!)
• Space Reclamation
   – No more filing cabinets
Pleasant Surprises…

• Adoption Rate
  – From 0 → 99.9% in one day
  – 335 apps first day, 2 print to sign
• Amount of internal benefit we realized
• How quickly the resistors fell in love
  – Process Replayer
Challenges

• Technology – involve the right staff
  – Server-based v. Mainframe DB2
  – Clustered servers
  – Security certificates
  – Performance tuning & stress test (not yours!)
• Operational
  – Need to manually transfer Notes to our Trustee
  – Staff Training
A Word of Advice


• Allow enough time for development, testing,
  and training
• Get the legal advisor(s) involved early
• Expect the unexpected
• Build the right team
  – Business subject matter experts
  – Technology group
  – Legal and compliance
Questions?



  Call, click, or email
        Heidi Kovalick
     www.hesaa.org
hkovalick@hesaa.org
       609-588-3220

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Student Lending

  • 1. Student Lending: Optimizing the Online Application Heidi Kovalick Associate Director, Student Lending Higher Education Student Assistance Authority November 10, 2011
  • 2. What is NJCLASS? • State statutory supplemental loan program created in 1991 for NJ residents and non- residents attending NJ colleges • Funded through the sale of tax-exempt municipal bonds • Independent State Authority • Competitive environment of private education loans • Approve 28,000 applications, $350M, per year
  • 3. In The Beginning… • Online application and credit decision, with print to sign requirements • Up to 5 signatures on the Credit App, 4 on the Pnote + 2 underwriter signatures • #1 customer error: missing/incorrect signatures • #1 staff error: lost/misfiled documents
  • 4. Application Process • Secure Online Loan Approval Disbursement Application • Data file of Loan • All parties view TILA Elements sent to application • Underwriting staff reviews documents Trustee’s Document disclosure Custody • TILA Predisb and security edits Disclosure mailed to • Borrower completes • Promissory Notes TILA Self-Cert • School certifies all parties 15 days student’s eligibility sent to Doc Custody prior • Credit decision is • Doc Custody review presented • TILA Loan Offer • Disb file sent to Disclosure is and acceptance of Trustee • All Parties Sign & mailed to all Notes submit App &P- • File is compared to parties, and Doc Custody on Note available on web hand • Borrower accepts • Disbursements sent TILA Loan Offer Document to schools Application Custody
  • 5. The Challenge • A paper process with 11 max signatures • 28,000 apps/year • 9 FTEs + 4 temps • Overtime, including Saturdays • Customer complaints • Lost volume due to processing timeframes • Space constraints
  • 6. By the numbers… 1,950 applications per week 2 Full-time credit reviewers 24-hour turnaround expected ≈ 28 applications must be reviewed per hour 2.15 minutes to review each application
  • 7. Why eSign? • Competition in the student loan market • Customer expectations HOW? • Cost analysis • Risk analysis • Product demonstrations • Reference checks
  • 8. Requirements • Meet the federal eSign Act • Meet federal and state UETA • Ensure nonrepudiation –enforceability of Note • Ability to transfer Notes to Trustee • Ease of use • Customizable across our product lines
  • 9. Meet the Resistors… • Paper Tigers- – Paper degrades, these are 30-year Notes – Storage costs – Ink signatures are not proof of authenticity • Alarmists- – Authentication – Attribution – Playback – Reference checks – Familial fraud cannot be prevented with an ink signature
  • 10. Benefits • Protection of PII – No more file folders moving around the office • Reduced Labor Costs – Eliminated all overtime and the need for temp staff • Improved Employee Satisfaction – Staff could have vacation during summer peak – Got to work with new technology • Improved Customer Service – From 15 business days → 24 hours (or less!) • Space Reclamation – No more filing cabinets
  • 11. Pleasant Surprises… • Adoption Rate – From 0 → 99.9% in one day – 335 apps first day, 2 print to sign • Amount of internal benefit we realized • How quickly the resistors fell in love – Process Replayer
  • 12. Challenges • Technology – involve the right staff – Server-based v. Mainframe DB2 – Clustered servers – Security certificates – Performance tuning & stress test (not yours!) • Operational – Need to manually transfer Notes to our Trustee – Staff Training
  • 13. A Word of Advice • Allow enough time for development, testing, and training • Get the legal advisor(s) involved early • Expect the unexpected • Build the right team – Business subject matter experts – Technology group – Legal and compliance
  • 14. Questions? Call, click, or email Heidi Kovalick www.hesaa.org hkovalick@hesaa.org 609-588-3220