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SRFS Policies & Procedures

Penn’s Office of Student Registration and Financial Services (SRFS) plays a huge role in the servicing of your financial aid needs. Although there are many things that can be handled at the Law School, working and coordinating with SRFS is a big part of our financial aid process.

It is our desire to make sure our students receive the highest customer service as it relates to their financial aid issues. With that in mind we have created the following guidelines to better define expectations and to ensure customer satisfaction when visiting SRFS.

Emails

When emailing SRFS please be aware that there is a 72-hour response time. If you do not receive a response within 72 hours, please contact our financial aid office. We will coordinate the efforts of both departments to ensure a response to your issue.

Phone Calls

When calling SRFS you should anticipate an average wait time between 3-4 minutes. During peak periods you could experience wait times between 4-7 minutes. Middle August through middle September is considered a peak period.

Walk-Ins

When visiting SRFS, you will be able to resolve many problems by speaking with the first available counselor. Inquiries regarding advances, refunds, late penalties, and general loan inquiries can be answered by the first available counselor.

Please note: While you reserve the option to make an appointment with a specific counselor, it is the case that many of your problems can be resolved through the first available representative. Finally, be mindful of peak periods and schedule your time appropriately. Generally, peak periods for “walk-ins” are during the beginning of each term (early August through early September and early January).

Forms

Please make sure your name and Penn I.D. number are on all documents and that your information is legible. This is very important for the University’s imaging process and will prevent delays in updating your information.

Announcements

Please view the SRFS Web Site for periodic announcements from SRFS that could affect service.