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You Spoke, We Listened: Read About Nelnet’s Latest Enhancements

October 12, 2011

The great philosopher Epictetus said, “We have two ears and one mouth so that we can listen twice as much as we speak.”

And that’s what Nelnet’s Regional Directors and servicing center personnel have been doing over the past nine months…listening to financial aid administrators and borrowers on how we can improve our services to them.

Here are just some of the enhancements we’ve made over the past six months and several others will be announced in the very near future.

Nelnet’s Manage My Account has made it easier for borrower’s to navigate to the items they frequent the most – account summary, tax documents, secure messages, and payment history. The updates now allow borrowers to make a payment in just three clicks. New features to be released soon include Lower My Payments and Postpone My Payments. Encourage your students to log in to their Nelnet account and experience our new look.

The recent changes to Nsight include adding fields to allow you to see the repayment plan the borrower is currently in, last payment amount, and last payment date. We’ve also streamlined our report generating process, so it’s easier for you to pull reports and find data. Nsight is now an acronym-free zone as we’ve eliminated abbreviations to make it easier to find what you need. 

Our new, refurbished website –www.nelnetloanservicing.com—is designed to be user-friendly and simple to navigate. You’ll find what you need much faster, including financial literacy materials and free weekly training for financial aid administrators and students.

We have provided borrowers with more self-service options when they call Nelnet. And even though they can use this functionality to make or postpone a payment, or to hear loan status or payment plan information, more borrowers wanted an easier access to speak directly with a customer service representative. So we’ve added to our main menu, the option to speak directly with a representative. We’ve covered all of the bases for them.

Last month we announced that our Borrower Customer Service Center will be open longer, giving students an additional three hours to get their questions answered and interact with Nelnet on the phone. New hours are from 8:00 a.m to 1:00 a.m Monday-Friday (Eastern).

We’re constantly trying to find new and innovative ways to connect with our customers.  So we created a video that walks a borrower through the process of making an online payment at www.nelnet.com by using screen shots of our website. The feedback we’ve received has been positive and provides borrowers a better understanding of their repayment options.

Our School Service Center (SSC) is the financial aid administrator’s gateway for information on Nelnet serviced loans. They will be expanding their hours later this year. And, listen for new voices as their staff increases in size over the next several months.

These are just a few of the enhancements that recently have been implemented. Several others will be announced shortly. Our listening continues, so let us know what we can do to assist you and your students. We’re all ears.

Don Buehrer, Regional Director

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