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Calling Nelnet with a Borrower? Call our School Service Center.

February 27, 2013

Nelnet continues to find ways to improve the service we provide to you and your student borrowers. We want you and your default management servicers to have all of your needs met by calling one number (1.866.4NELNET), our School Service Center (SSC) line. We understand that time with a borrower is precious and needs to be used as efficiently as possible, so we have created a new option for you when you call us with a borrower.

Effective April 1st, when a school or default management servicer contacts the SSC with a borrower on the line, you will be able to select an automated option that directs your call to a specialized team within the SSC. This team has been trained on counseling borrowers about their repayment options. With this option, Nelnet professionals will be able to help you and the borrower in a manner that is effective and catered to your situation. We encourage schools and default management servicers to use this feature of our SSC so that we can provide you with consistent service and accessibility.

The SSC is open from 8:00 am – 8:00 pm EST, Monday through Friday. If a school or default management servicer calls the SSC after hours, you will be routed to our 24/7 borrower line for assistance. We understand that this may be your one chance to get an issue resolved while that borrower is on the line, and we want to be there for you, no matter what time of day it is.

Nelnet is dedicated to providing our customers with exceptional service, and we are always looking for ways to be the best possible resource for our school partners. Like our 24/7 borrower line, we hope that this service becomes a positive, useful means of assistance.

SSC Phone: 1.866.463.5638 (1.866.4NELNET)

Kristi Jones, Southern Regional Director, Nelnet Partner Solutions

Kristi Jones, Southern Regional Director, Nelnet Partner Solutions

One Comment leave one →
  1. Bernie permalink
    February 28, 2013 9:46 am

    This is great news. It should lessen the time it takes for the borrower to speak a representative to resolve their delinquency issue. I have found the longer the time on hold, the greater the chance the borrower will hang up. Once they hang up it is very difficult to get them back on the phone.

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