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C E N T R A L W A S H I N G T O N U N I V E R S I T Y

Meet Sheri Kinnan, Fiscal Analyst for Student Financial ServicesSheri was nominated for exhibiting the Wildcat Way! Here's her story: "During the first couple weeks of fall quarter, when Student Financial Services is processing thousands of refunds, Sheri found herself talking to a very upset and frustrated parent who had been expecting her Parent PLUS Loan refund directly deposited into her bank account. The parent had a lot of additional stress because she was dealing with the failing health and hospitalization of her mother. When her direct deposit didn't show up in her bank as expected, she called extremely upset because she had been told by another employee that she did not have a direct deposit set up. She ended up

being transferred to Sheri at which time she disclosed that her mother had just passed away the day before and she was in desperate need of the refund. Sheri immediately determined that the parent's direct deposit information had been incorrectly entered for her son's refund and not the parent's and made the decision to void the check that had been issued and reprocess the refund via direct deposit so the parent could get the funds quickly and put her mind at ease.

The parent, dealing with the very recent death of her own mother, had been distraught and angry with the CWU office she had been dealing with and in Sheri's responsiveness to her needs ensured that the parent went away satisfied and didn't have anything further to worry about with her refund. Thank you for everything you do, Sheri!"