Specialized Team: Finance

How to Adjust Balances

Discounts

• Returned Missionary:

  • Eligibility: Students who completed a full-time mission for The Church of Jesus Christ of Latter-day Saints within the last 60 months (5 years). This discount does not apply to senior missionaries. 

  • Discount Amount: Students receive a 25% discount, which is automatically applied to their account when their Pathway account is linked to their membership record. 

  • Duration: Student can receive this discount every term/semester up to 5 years after they return home from their mission.

• Mentor Bridge Scholarship:

  • Eligibility: Current BYU-Pathway students who are referred by a BYU-Pathway mentor and meet financial need criteria. One full term must be completed before a student can apply for this scholarship. 

  • Discount Amount: 50% off tuition. 

  • Duration: Awarded for 1 term/semester. Can only be awarded once a year.

There are other discounts that we don’t offer to students, but they are applied according to their needs:

• Legacy 100% Discount: Some students who decided to stay with BYU-Pathway and had FAFSA when the transition to the 3-Year Degree happened have been awarded a 100% discount until they finish their degree. We can only check this on the student’s Ledger Card.

• Country Discount: Students of some countries, based on their financial needs, have been awarded an extra country discount. This discount is linked to HJG; if the student applied for it before December 2024 and they are on the list, the discount can be applied. Once that HJG expires and they renew it, the country's extra discount will not be renewed. This is the list of countries.

Escalations

There are cases or topics that we cannot work on Finance Tier 1. For those cases, we will need to escalate them to the Finance Tier 2 queue. These topics are:

• Change the student’s billing method

• Change the percentage of HJG

• Refunds

• Payment issues after the troubleshooting steps are being done

• Any other case your STL indicates.

Escalation Process

If you have already contacted the student, and an escalation to Tier 2 is needed, please inform the student that you will escalate to a more specialized team. Leave detailed notes of what you have done and the help needed from the Tier 2 team. Use the following template:

• Student ID

• Concern: explain the student’s issue

• What has been done: explain what you have done so far to help the student.

• Help needed: Be very detailed on what is needed from the other team

• Your name

• Date of the note

Add the case to the Finance Tier 2 Queue

Useful KBs

This is a list of KBs you can study to understand more of what we do in Finances

• KA-02986 Paying Tuition By Program

• KA-02691 No Balance Due

• KA-02641 Applying for a Tuition Discount

• KA-02626 Payment Issues

• KA-02637 Tuition Rate Questions

• KA-02631 Third-Party Payments

• KA-02602 Session Timeout Error when trying to make payment

• KA-02572 Issue validating Address field when making a payment

• KA-02554 2024 Tax Documents

• KA-02291 Removing a Finance Hold

• KA-02082 Tuition Rates for PathwayConnect Students

• KA-01370 Tuition Refunds

• KA-01218 Payment Errors

• KA-01134 Bad Debt on PATH Account

• KA-02991 Known Issue – Changing Program Selection Doesn't Change Payment Amount

• KA-02893 How to Download a Payment Receipt from Anthology

• KA-02612 Verify Student's Current Registration/ Total Credits in Anthology

• KA-02332 Unregister vs. Drop

• KA-02336 Tuition Rate Calculation

• KA-02329 Tuition Discounts, Groups, & Policies

• KA-02734 Tuition Discounts in BYU-Pathway

• KA-02634 Physical Check Deposit Procedures for Anthology

• KA-02333 Pending and Posted Charges – Student to CFIS

• KA-01128 Natural Disaster Procedures

• KA-02337 Mentor Bridge Scholarship Basics

• KA-02326 Manage Bad Debt Processes (Student Status)

• KA-02327 Late Fee and Financial Hold Processes

• KA-01583 Incorrect Tuition

• KA-02719 How to Verify Mentor Bridge Scholarship should apply

• KA-02709 How to send a vendor form for approval.

• KA-02703 How to find multiple tickets for the same student in REACH

• KA-02663 How to email a student in (reach)

• KA-02665 How to create email signature and templates

• KA-02674 How to Check Tuition Discounts on Student Portal

• KA-02645 How to check student's enrollment in a class and add a missing charge

• KA-02664 How to assign a ticket to a different team

• KA-02635 How to adjust a student’s balance.

• KA-02330 Heber J. Grant Scholarship Score Configuration

• KA-02620 Give Hope Campaign

• KA-02611 Confirming student's PC program completion.

• KA-02722 Change Billing Methods in a Batch

• KA-02325 Account Status (Ledger Card)

• KA-02720 Awarding Mentor Bridge Tuition Discount

• KA-01979 Payment Errors

• KA-01042 Active Military Withdrawals And Refunds

• KA-02322 [Restricted] CMIS Finance Data Points

• KA-02324 Value Added Tax (VAT) Report

• KA-02628 Manually overriding system-assigned billing method – One enrollment at a time

• KA-02331 Ledger Card Basics

• KA-02323 [Restricted] Billing Methods

• KA-02675 How to Apply a HJG Tuition discount

• KA-02629 No Tuition Charge

• KA-01987 Tuition Refunds

• KA-01368 Tuition Rates for PathwayConnect Students