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You Spoke, We Listened: Recent Improvements to our Phone System

August 11, 2010

At Nelnet we value clear, open, and honest communication with our customers. We also believe it’s important to continually look for ways to improve our service. So when it came to our attention that some borrowers were finding our automated phone system difficult to navigate, we went to work on making the necessary changes that would allow borrowers to more quickly speak with an advisor.

Our new system offers an option to speak directly with an advisor in the following three
sub-menus:

  • Postpone payments: In this menu, the customer can pre-qualify for a deferment (and have the deferment form automatically sent to them), and can verbally request a hardship forbearance be applied to their account.
  • Repayment plans: In this menu, the customer can learn about the payment plans that their loan is eligible for.  The customer can also request, through the automated system, that a repayment request form be mailed to them.
  • Account level menu: In this menu, the customer can hear their loan balance, future payment information, payoff amounts, and loan status by group level.

As always, we are dedicated to serving you – our customers – in the best way possible. If you have any feedback or advice on how we can improve our customer service, please do not hesitate to contact us via NelnetLoanServicing.com  or  your Nelnet Regional Director.

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