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Sessions & Speakers

Click, Chat, Deliver: Providing Hot, Fresh Financial Aid Service in an Age of Instant Gratification

Session Type:

Concurrent Session
In today’s world of instant gratification, students expect fast, personalized, and seamless financial aid support with the same ease as ordering their favorite takeout. This session explores how financial aid offices can transform customer service through technology, proactive communication, and a culture of responsiveness. Learn how chat tools, automation, and human-centered design can streamline student interactions while maintaining warmth and empathy. Discover innovative ways to meet students where they are, online, on mobile, and on demand, without sacrificing quality or compliance.

Tuesday, June 30

11:15 am - 12:15 pm

National Harbor 4-5

Session Speakers

Keri Gilbert

Keri Gilbert, FAAC

Associate Vice President of Financial Aid Analytics and Compliance
Stephens College

Sector: Nonprofit

Keri Gilbert, Associate Vice President of Financial Aid Analytics and Compliance at Stephens College, started her career in financial aid at the University of Missouri-Columbia and rapidly discovered her passion for helping students navigate the complex world of paying for college. She has a deep love for advocacy and has visited with legislators in Jefferson City and Washington, D.C. to fight for program funding and initiatives to simplify the financial aid process. Keri’s passion and dedication to students and their success is infectious, and she has received numerous awards for her committee efforts and individual contributions at both the state and regional level. Keri is a Certified Financial Aid Administrator (FAAC®) and has earned all 17 NASFAA credentials. In addition to her work with Stephens, Keri serves on the executive board of the Missouri Association of Student Financial Aid Personnel (MASFAP) as well as the executive board of the Midwest Association of Student Financial Aid Administrators (MASFAA).
Lyndsay Johnson

Lyndsay Johnson, FAAC

Associate Director
Stony Brook University

Sector: Public 4-Yr

Lyndsay Johnson is the Associate Director of Financial Aid at Stony Brook University, where she leads the office’s customer service team and oversees staff training and development. With over 15 years of experience in financial aid, Lyndsay is passionate about cultivating a positive student experience and empowering staff through professional growth and collaboration. Lyndsay currently serves as Secretary for the Eastern Association of Student Financial Aid Administrators (EASFAA) and as the Diversity, Equity, and Inclusion (DEI) Chair for the New York State Financial Aid Administrators Association (NYSFAAA). She is also a Novice Workshop small group leader, where she enjoys mentoring and supporting new professionals entering the field. Known for her engaging approach and focus on communication, Lyndsay loves teaching soft skills and leadership development. Customer service is her “jam,” and she is deeply committed to creating welcoming, inclusive environments where both students and staff can thrive.
Ben Montecillo

Ben Montecillo, FAAC

Executive Director
University of Houston

Sector: Public 4-Yr

Ben Montecillo, MPA, FAAC®, serves as the Executive Director for Scholarships & Financial Aid at the University of Houston. With over 16 years of experience in financial aid administration across large public and professional institutions, Ben is a recognized leader in navigating complex regulatory environments and strategic initiatives. Before joining the University of Houston in May 2024, he served as the Associate Managing Director at the Texas Tech University Health Sciences Center. Ben’s financial aid career began at his alma mater, Texas Tech University, where he managed critical operations including NCAA Compliance, TTU Financial Aid Call Center, verification, and strategic initiatives. A dedicated advocate for the profession, Ben frequently presents at state, regional, and national conferences. His leadership extends to multiple boards; he currently serves as a TASFAA At-Large Board Member (2025–2027) and will begin his term as NASFAA’s Grad/Professional Caucus Chair in July 2025. Ben previously served as the 2023 President of SWASFAA and held a seat on the NASFAA Board of Directors for the 2023–2024 term. Ben holds a Bachelor’s degree in Political Science and a Master of Public Administration from Texas Tech University. He is a certified Financial Aid Administrator (FAAC®) and has earned all 16 NASFAA Professional credentials.
Nicholas Prewett

Nicholas Prewett, FAAC

Assistant Provost & Executive Director Financial Aid
Stony Brook University

Sector: Public 4-Yr

Dr. Nick Prewett has served as Director of Financial Aid and Scholarship Services at Stony Brook University since January 2020. He brings more than twenty years of experience in financial aid and higher education leadership at the University of Kansas, the University of Missouri, and Stony Brook University. He earned his Ed.D. in Educational Leadership from the University of Kansas and holds all NASFAA professional credentials. He was also a member of the inaugural class of Certified Financial Aid Administrators. Dr. Prewett’s professional service includes current service as President of the Eastern Association of Student Financial Aid Administrators (EASFAA), and previously served as President of the Midwest Association of Student Financial Aid Administrators (MASFAA), Representative-at-Large on the NASFAA Board of Directors, service on the Federal Aid Advisory Committee (FAAC), and participation on numerous state, regional, and national committees. His work is centered on advancing equity, affordability, and access in higher education, with a focus on strengthening both student outcomes and institutional effectiveness. On a personal note, he recently learned the proper way to tie his shoes, and it has made a noticeable difference.

Session Moderator

Kimberley Willis

Kimberley Willis

Director of Financial Aid
The College at Brockport State University of New York

Sector: Public 4-Yr

Kimberley Willis is the Financial Aid Director at SUNY Brockport in Brockport, NY and has 26 plus years experience in higher education. Kimberley came to SUNY Brockport from SUNY Geneseo where she served as the Registrar for five years. Kimberley began her career in higher education in 1999 at Monroe Community College (MCC), as the Assistant Director of Student Accounts. She moved from the Administrative Division at MCC to the Academic Division, as the Associate Director of Registration and Records and Master Scheduler. She served four years in the Registration and Records Office, including one year as the acting Registrar. Before leaving MCC, Kimberley served as the Acting Director of Campus Event in the Student Affairs Division. In every position Kimberley has held in higher education, providing excellent customer service where everyone feels heard and welcomed is always at the forefront. Kimberley earned a Doctor of Management in Community College Policy and Administration from the University of Maryland Global Campus. She received both a master’s degree in public administration and a bachelor’s degree in finance from SUNY Brockport. In an effort to give back, Kimberley created two endowed scholarships at her alma maters. Kimberley has one biological adult son and several bonus children, grandchildren and one great granddaughter. She lives with her husband, mom, son and one very spoiled fur baby. Kimberley enjoys working out, dancing, creating Tik Toks and mentoring others.



Please note: Session titles, descriptions, speakers, and dates/times are subject to change.