Wendy Bhagat

Dunn Loring, Virginia, United States Contact Info
1K followers 500+ connections

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U.S. Department of Education, Office of Federal Student Aid

About

A dynamic, passionate, and experienced executive who thrives to make an organization the…

Experience & Education

  • U.S. Department of Education, Office of Federal Student Aid

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Honors & Awards

  • CX Tipping Point Podcast - https://www.dorrisconsulting.com/thecxtippingpoint/episode/778b161c/ep-17-wendy-bhagat-improving-and-simplifying-the-federal-student-aid-process

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    In this episode of “The CX Tipping Point” Podcast, Martha Dorris spoke with Wendy Bhagat, the Director of Product Marketing and Delivery at the Department of Education’s Federal Student Aid (FSA). FSA is a High Impact Service Provider (HISP) and was the first agency to recognize the need to apply the methodologies and strategies of customer experience in 2010. FSA has over 40 million customers, many of them are customers for over 20 years, as they become customers when entering college through…

    In this episode of “The CX Tipping Point” Podcast, Martha Dorris spoke with Wendy Bhagat, the Director of Product Marketing and Delivery at the Department of Education’s Federal Student Aid (FSA). FSA is a High Impact Service Provider (HISP) and was the first agency to recognize the need to apply the methodologies and strategies of customer experience in 2010. FSA has over 40 million customers, many of them are customers for over 20 years, as they become customers when entering college through the repayment of their student loans.

  • Service to the Citizen Award

    Service to the Citizen Champions of Change

    https://www.servicetothecitizen.org/wendybhagat

    In early March 2020, U.S. Department of Education, office of Federal Student Aid (FSA) informed its 40 million borrowers of the CARES Act flexibilities (pause on all student loan payments and 0% interest) by creating a dedicated web page on StudentAid.gov, its customer-facing website, with key information along with Q&A sections for segmented populations – StudentAid.gov/coronavirus. In addition, FSA shared information via its social media…

    https://www.servicetothecitizen.org/wendybhagat

    In early March 2020, U.S. Department of Education, office of Federal Student Aid (FSA) informed its 40 million borrowers of the CARES Act flexibilities (pause on all student loan payments and 0% interest) by creating a dedicated web page on StudentAid.gov, its customer-facing website, with key information along with Q&A sections for segmented populations – StudentAid.gov/coronavirus. In addition, FSA shared information via its social media platforms (Facebook, Twitter, Instagram) directed customers to StudentAid.gov. Once the initial communications were complete, a dedicated team of communicators, subject matter experts, and policy experts gathered to map out the customer journey/user experience for a borrower in light of the COVID flexibilities. With this effort a COVID Communications Plan was developed and implemented. The plan activated communications via numerous channels including social media; paid media; paid search; email; text/SMS; blog/articles; and partner engagement.

    Each time the COVID flexibilities for the borrowers were extended the communications plan was revised. FSA continued to share information and guidance with borrowers from March 2020 to the present.
    ​
    Through these continuous communications, FSA was able to stay engaged with its customers and provide them with guidance. Some of the messaging included reminding customers of the end date for the flexibilities and extensions as they occurred. Other communications provided guidance on how borrowers could find the best repayment plan for them based on their current financial situation and steps they could take to be prepared to resume repayment when the time came.

Organizations

  • National Home Library Association

    Board Member

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