Posted Date: December 14, 2012

Author:  William Leith, Service Director, Program Management, Federal Student Aid

Subject: Call Center Operations Information - New COD School Relations Center E-mail Address To Be "Piloted" Beginning December 14, 2012

Over the past several months, we have made some minor adjustments to call center operations for the Common Origination and Disbursement (COD) School Relations Center.  On December 14, 2012, we will begin to pilot a new e-mail address for the COD School Relations Center.  We will gradually expand use of the new e-mail address through March 2013.

Beginning December 14, 2012, school users may see the new e-mail address in two different ways:

  • Customer Service Interactions – We will pilot a new e-mail address with a small population of school users who contact the COD School Relations Center and speak with a Customer Service Representative (CSR).  After the call with the CSR is completed, the school user will receive e-mail information about the call (for example, the case number assigned to the call) from the new e-mail address, CODSupport@ed.gov.  The school user will be able to reply directly to the e-mail sent from the new e-mail address.

    Note: It is important to understand that school users will be selected at random.  This means that a school user may not necessarily receive e-mails from the new e-mail address each time the school user contacts the COD School Relations Center.

  • Targeted E-mail Campaigns – When we launch a targeted e-mail campaign about a specific topic, schools involved in that campaign will receive the e-mail from a “Do not reply” e-mail address, CODSupport_donotreply@ed.gov.  Schools may need to add this address as a “safe sender” to prevent targeted e-mails from being blocked by the school’s e-mail system.

Full implementation of the new e-mail address is planned for March 2013.  At that time, we will publish the new e-mail address in school-facing communications and correspondence and on school-facing Web sites.  Until then, the majority of schools will continue to use the existing e-mail address (CODSupport@acs-inc.com) to contact the COD School Relations Center.

Contact Information

If you have questions about the information in this announcement, please contact the COD School Relations Center at 800/474-7268 for Grants or 800/848-0978 for Direct Loans.  You may also e-mail CODSupport@acs-inc.com.

   

End of Page