Changes are in the works for one of the most important offices on campus — customer service.

It is an office that has been resurrected and reinvented over and over again and will again revitalize itself this summer. The customer service office will be bunking up with the Registrar’s Office in 120 Hayden Hall, for what the Director of Customer Service David Winch said will make for easier access and better service for students.

“The closer we can get to students … the better,” Winch said, also stressing the importance of advising on all levels: financial, academic and co-op.

“All of the ramifications of advising are connected. Don’t rely on hearsay or from information they hear from their roommates.”

As far as semester conversion goes, Winch said, he thinks customer service will be a success.

Though Winch is adamant about the technological advancements coming to the myneu Web site via semester conversion, he said a lot of the billing procedures that run through his office will remain the same.

Billing statements will now show any information the university has for the student, including financial aid and any scholarships that are going towards a tuition bill. In the past, billing statements have not been as thorough.

In terms of payment plans, Northeastern will expand its relationship with an outside vendor, AMS, which specializes in payment plans. Under semesters, AMS will offer nine, 10 and 11 month payment plans, while the university will offer a three and four month payment plan internally.

Bills will be sent out six weeks before a term begins and are due two weeks before the term begins. The university will still offer a one time “grace period” for late fees. Winch said that a student will be notified if they have surpassed the pay date. Once they are notified why the late fee has been applied, the university will lift the fee.

Winch said this is important because in order for a student to fully understand what the status of their account is, they must first have a conversation with his office.

Another important addition to educating students about the major changes the customer service office is undergoing in the conversion, is the mailing of financial planning information. Winch said his office will mail something out to students that states everything they know about the student to ensure that both the university and the student are on the same page.

Also included in a student’s first bill will be a “how to understand your bill” diagram and instructions to simplify the process even more for students and their parents. The diagram will also explain what a sports pass is and how to waive it.

“Those things we are hoping will help students understand how we work,” Winch said.

As for the changes on the Web, Winch said that 12 projects will be added to the self-service option on the myneu Web site.

“Students should not have to come and see someone, or pick up the telephone or wait in line — God forbid,” Winch said.

Beginning this fall, students should be able to add money or alter their meal plan on their Husky Card via the Web. Beginning on June 15, students will be able to waive their health insurance online.

Winch said this is not about getting students out of his hair, it is about clearing lines in the halls, as well as the lines of communication from the student to the university. The changes are set up to save time and effort for more complex, serious matters that can significantly alter a financial plan.

Winch said he plans to streamline services with a small, but useful change that goes hand in hand with the move of the Customer Service Office to the Registrar’s Office.

A list of all free, one credit courses offered by the university will be available. Winch said this will make it clear for students as to what their options are as far as the free courses go, as there have been discrepancies in the past. An example Winch cited was a scuba diving course was previously offered for two credits, and it is now offered for one.

The educating of students in financial planning and billing will continue under semesters. Incoming freshmen will receive planning kits to assist them in applying and receiving financial aid. The kits will also educate students about blocks.

“We want to start a conversation that warns students, we would rather have a conversation earlier on in the game,” Winch said.

He added that if and when a student is blocked, they will receive a letter of explanation that includes all of their personal information.

“We will try to get to them with the idea that the earlier you resolve this issue, the better off you are. We really try hard to go back to the idea of long term planning. NU used to be a commuter school, where the co-op program financed a student’s tuition. People thought that all they had to do was pay their back balance in order to get back into classes,” Winch said. “That is not the way of the future and it is not a good situation.”

The only problem that remains Winch said, is a name for the joint office. He said he welcomes suggestions, anything to get the students involved.

David Winch said his biggest concern is getting the students engaged and involved in a “conversation” with the university.