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Phone System Improvement: Speaking to a Customer Service Representative

March 4, 2011

We have gotten feedback from borrowers with Department of Education loans that they had wanted more “self-service” options when they called into Nelnet.  We worked to give them many choices, here are just a few of the things they can accomplish on the phone:

  • Make a payment
  • Postpone a payment
  • Payment Plan Information
  • Loan Status Information
  • Request a Document
  • Hear Tax Information
  • And many more

 By choosing these options they get additional choices to get even further details and information on a multitude of topics.

Still, sometimes the borrowers weren’t sure which option to choose and just really needed to speak with someone In response, we have added to our main menu the option to speak directly with a representative.  Thank to our school partners that provided this feedback to us so we could make the change to our system. 

As always, if you hear of other ways we can make improvements to our borrowers experience please let myself or your Regional Director know.

Hope you all have a great weekend!

Jim

One Comment leave one →
  1. Hollie permalink
    April 15, 2011 1:10 pm

    What day are those changes supposed to take effect? There aren’t any options as of April 15th to speak to a representative. I’ve attempted to call about 10 times and have yet to reach a live human being.

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