2023 Conference
"The Power of Connection Through Change"
Conference Schedule
Day/Meeting Location | Time | Topic | Speaker |
May 16, 2023 | Tuesday |
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Emerald Ballroom | 4:00 – 12:00 AM | Corporate Partner Set up |
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Ballroom Foyer | 4:00 – 6:00 PM | Conference Registration |
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Emerald Ballroom | 5:00 – 5: 45 PM | Corporate Partner meeting |
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May 17, 2023 | Wednesday |
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Pool Deck | 7:15 – 8:15 AM | Breakfast |
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Ballroom Foyer | 7:30 – 8:30 AM | Conference Registration |
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Crystal Ballroom 1
| 8:30 – 9:00 AM | Presidents Welcome, Opening Remarks & Corporate Sponsor Introductions | Rebecca Schlafer Chapman University |
General Session Crystal Ballroom 1
| 9:00 – 10:15 AM | Keynote Speaker Change Is Mandatory...Stress Is Optional Change is something we all have to deal with, but the stress that accompanies change is more of choice. In this heavily researched session, Garrison applies his signature humor to a very serious topic. This fun, comprehensive program offers tools and tips for getting through big change with very little stress. More importantly, it creates an emotional shift for attendees as they see how much control they have over how change affects them. This session also shows attendees how stress is more about what we believe than it is about what is actually happening. From embracing big transitions in technology to dealing with growth or downsizing, this presentation helps leaders, employees and customers implement necessary changes with minimal resistance. | Garrison Wynn, CSP |
Emerald Ballroom | 10:15 – 10:45 AM | Break with Corporate Partners |
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Concurrent Session Crystal Ballroom 1
| 10:45 – 11:45 AM | Excelling in Customer Service in a Hybrid Environment While Maintaining Staff Morale, Partnerships, and Communication Excelling in customer service in a hybrid environment, while maintaining staff morale, partnerships, and communication.
| Veronica Olvera and Tracy Stutts, UC San Diego |
Concurrent Session Opal Ballroom | 10:45 - 11:45 AM
| Collection 101 - Back to Basics In this session we will discuss the entire collections process; from identifying account data for extraction, pre-collections, in-house collections, private collection agencies to ultimately deem an account uncollectable. Throughout our journey, we will provide tips for best practices to help you navigate your way through the everchanging collection process. | James Macias, CU Boulder Matt Fryc, ConServe Karen Reddick, NCM |
Pool Deck
| 11:50 - 12:50
| Lunch |
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Concurrent Session Crystal Ballroom 1 | 1:00 - 2:00 PM
| CFPB Update CFPB - An overview of the Consumer Financial Protection Bureau, their oversight and priorities as it affects Student Financial Services. | Lori Hartung, ECSI |
Concurrent Session Opal Ballroom | 1:00 - 2:00 PM | U.C. San Diego's Journey to a Cashless Future The “UC San Diego’s Journey to a Cashless Future” presentation will cover how technology reduced the processing of physical cash at the Cashier’s Office while maintaining a high level of customer service experience and keeping the portal open for future technology implementations. | Larry Angel, UC San Diego |
Emerald Ballroom | 2:00 - 2:30 PM | Break with Corporate Partners |
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Concurrent Session Opal Ballroom
| 2:30 – 3:30 PM | Transcript Restrictions - No Holding Back There is much talk about the impact of holds on student success at the national and state level. Join us for a deep dive into the analysis of the impact all holds can have on student retention and completion through a study conducted by WICHE and how Portland State University is using their data on financial holds to improve student outcomes, assess impact and drive policy. | Amanda Bierbrauer, Portland State University Olivia Tufo, WICHE |
Concurrent Session Crystal Ballroom 1
| 2:30 – 3:30 PM | Staff Engagement in a Hybrid Environment As a pilot project in 2017, USF’s Student Accounts department transitioned to a hybrid work environment. The hybrid work pilot was driven by operational needs, work space constraints, and Bay Area traffic. Over the past 6 years there have been many modifications, improvements and challenges to our hybrid environment. Join me as we discuss the ever-changing higher education work landscape and how we engage and interact with our staff.
| Bryan Wallander, University of San Francisco |
Emerald Ballroom | 3:30 - 3:45 | Break with Corporate Partners |
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General Session Crystal Ballroom 1
| 3:45 - 5:00 PM | Biscuit Bites - Leadership Lessons of Ted Lasso The one-and-only Ted Lasso taught us many lessons post 2020. We will review leadership through his lens in this facilitated discussion and these lessons will be applicable even if you do not know the full Ted story. Leadership and the development of the essential skills are more important than ever in our changing world of work. Your technical skills are foundational; however, you will be called upon to continue to improve your talents to build teams and create new solutions for Higher Education. We rarely walk alone. | Diane Fennig |
Reception Pool Deck
| 5:30 - 6:15 PM | PacWest SFS Hosted Reception |
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Dinner
| 6:15 PM | Dinner on your own to explore San Diego area |
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May 18, 2023 | Thursday |
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Pool Deck | 7:15 -8:15 AM | Breakfast |
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Crystal Ballroom 1 | 8:30 – 9:00 AM | General Remarks & Gold Sponsor Speaking Opportunity | PacWest SFS Committee
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General Session Crystal Ballroom 1 | 9:00 – 10:00 AM | Washington Update COHEAO Board member, Karen Reddick, will provide an update on higher education-related activity in Washington, D.C., covering the status of the Student Loan Industry, including the wind-down of the Perkins Loan program. She will address the Department of Ed and CFPB activities related to financial services and cover other relevant state laws. Karen will also review current COHEAO priorities and advocacy efforts. | Karen Reddick, National Credit Management |
Emerald Ballroom | 10:00 – 10:45 AM | Break with Corporate Partners |
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General Session Crystal Ballroom 1
| 10:45 – 12:00 PM | Mirror, Mirror on the Wall You have successfully landed a leadership role within your college or university. Your campus has invested in you. Now, how do you manage your career? This interactive session lead by Diane Fennig, former Career Management Director, College Administrator, and now Search Consultant, will give you some strategies and tactics of how to keep your career on track or how to re-invent yourself for your next career appointment. This is a new day in Higher Education, how do you create your next. | Diane Fennig |
Emerald Ballroom | 12:00 – 1:00 PM | Lunch |
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General Session Crystal Ballroom 1
| 1:00 – 2:00 PM | Current State of Debt Collections in Higher Education With each passing year, the issues facing higher education debt and the collection industry seem to get more complex and challenging. This session will discuss recent developments throughout the country impacting the collection of college and university debt. From state laws, state regulators, federal regulators, and case law developments – the landscape is constantly shifting. Chad will provide updates that are timely and relevant to the higher education community. | Chad Echols, Attorney The Echols Firm, LLC |
Emerald Ballroom | 2:00 – 2:15 PM | Break with Corporate Partners |
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Concurrent Session Opal Ballroom
| 2:15 – 3:15 PM | Affordability in Higher Education As the cost of higher education has sky-rocketed, colleges and universities are continuously exploring ways to help students better afford their education. In this session, two universities discuss various ways they have worked to make their institution more affordable for students and families, including an added focus on payment plans, financial transparency, enhanced communication and other campus initiatives. |
Rosemary Irvine, CSU Northridge Brett Cassell, CU Boulder
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Concurrent Session Crystal Ballroom 1 | 2:15 – 3:15 PM | Preventing Fraud On Your Campus Think of this, your institution has 20 thousand students enrolling for at least two semesters each year. Each semester they pay their tuition and fees online. That gives bad actors at least 40,000 opportunities to compromise just one account! With fraud attacks increasing dramatically, institutions must be constantly looking for solutions to aid their fraud prevention efforts. During this session subject matter experts will walk through how to take a platform approach to payments on campus, how to determine your level of risk, and explore the tools available to help prevent fraud from both a payments and operational perspective. Attendees will come away with an understanding of risk vs. fraud, the techniques being used by hackers, and best practices to protect every point of interaction on campus. | Robyn Bongartz, Wichita State University John McElroy, Touchnet |
Emerald Ballroom | 3:15 – 3:45 PM | Break with Corporate Partners |
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Concurrent Session Crystal Ballroom 1
| 3:45 – 4:45 PM | Federal Perkins Update “Federal Perkins Update '': Also known as Government Assignments from A to Z. The goal of this session is to walk through the process of assigning a Perkins loan to the Dept. of Education. During the session, details on the process, best practices, and common errors will be addressed. If you are new to Perkins and this process or have been doing assignments for years, this is the session for you. | Lara Allworth, ECSI Charleen Bell, CSU Northridge |
Concurrent Session Opal Ballroom
| 3:45 - 4:45 PM
| Auditing Collection Agencies and Vice Versa What and why audit your collection agency and campus collection unit? Compliance with state, federal, and internal regulations is of the utmost importance, not just for your department’s operational well-being. Your internal audit process ensures your collection unit and partnership with the collection agency’s operation have accountability with best practices.
| James Jones, Reliant MyVan Hua, Cal Poly Pomona Joe Weglarz, Marist College |
General Session Crystal Ballroom 1 | 4:45- 5:15PM | PacWest SFS Introduction of Committee Nominees PacWest SFS Introduction of Committee Nominees |
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Free Time
| 5:15 PM | Dinner on your own to explore San Diego area |
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May 19, 2023 | Friday |
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Pool Deck | 7:15 – 8:15 AM | Breakfast |
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Crystal Ballroom 1 | 8:30 - 9:00 AM | General remarks | PacWest SFS Committee |
General Session Crystal Ballroom 1 | 9:00 – 10:00 AM | Ask the Attorney Here is your chance to ask an attorney all of your collection related questions | Chad Echols, Attorney The Echols Firm, LLCBallroom |
| 10:00 – 10:30 AM | Hotel Checkout |
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Concurrent Session Opal Ballroom | 10:30 – 11:30 AM | Birds of a Feather - Cashiering Join your shared interest group for an informal open discussion on the topics that mean the most to you. Get help solving that nagging problem, or share a solution that has worked for your campus. | Larry Angel, UC San Diego Stacy Sullivan, Flywire Virgil Lloyd, Nelnet Roge Karma, Nelnet |
Concurrent Session Crystal Ballroom 1
| 10:30 - 11:30 AM
| Birds of a Feather - Collections Join your shared interest group for an informal open discussion on the topics that mean the most to you. Get help solving that nagging problem, or share a solution that has worked for your campus. | MyVan Hua, Cal Poly Pomona Robyn Bongartz, Wichita State University
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General Session Crystal Ballroom 1 | 11:30 – 11:45 AM | Closing Remarks | Rebecca Schlafer, President PacWest SFS |
| 11:45 AM | Conference Concludes |
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Photo Gallery
Corporate Partners
PacWest would like to thank the following Corporate Partners for their support of our conference.
Flywire has been solving complex payment problems for students and education institutions since 2011. Today, we continue to remove boundaries by connecting millions of students with more than 2,400 institutions to improve the payment experience worldwide. Backed by our powerful global payment network, Flywire’s Comprehensive Receivables Solution delivers on life's most important moments by enabling institutions to seamlessly receive and reconcile payments from anyone, anywhere in the world–at any time. Visit edu.flywire.com or email learnmore@flywire.com to experience the Flywire difference.
TouchNet unifies campuswide payments and ID management software solutions for institutions of higher education around the world. Colleges and universities rely on TouchNet to integrate and secure payments, permissions, and other related business transactions for a comprehensive, actionable view campuswide. TouchNet’s unmatched integration, transparency, and security gives institutions greater control over transactions, costs, and compliance. As the market leader in higher education commerce technology, our platform-driven approach enables greater operational efficiencies and self-service access to real-time information for students and staff. TouchNet is a Global Payments company.
