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You Spoke, We Listened: 2012-2013 Borrower Communication Summary

March 5, 2013

Borrower Communications SummaryBased on feedback from the Regional Advisory Council in 2011, last year we made our borrower communications available to all Financial Aid Administrators. In an ongoing effort to share helpful information with our partners in education, we have prepared our Borrower Communication Strategy summary for 2012–2013.

The document is divided into three sections that correspond to our communications with borrowers in each phase of the student loan lifecycle: In School, In Grace, and In Repayment. The content of each communication is tailored to its core audience and is meant to let them know that Nelnet is here to make their student loan experience positive from start to finish. Along with an example of each communication, we’ve also included the timing and overall goal of each piece.

Overall, the communication materials explain to borrowers:

  • What a student loan servicer is
  • What a student loan servicer does
  • What status their loan is in
  • What actions they’re expected to take regarding their student loan account
  • …and much more

Here are some key differences between this year’s and last year’s Communication Strategy summary:

  • We’ve added more pieces of communication overall including more pieces about who we are, what we do, and how we can help borrowers succeed.
  • Most of these newly created communications are for borrowers who are in school and in repayment.
  • We’ve also created a Happy Birthday email that we send to borrowers. While it’s a small gesture, this birthday email has gone a long way in letting borrowers know that we care about them and that we want to make their lives easier, not more difficult.

You should receive this document from your Nelnet Regional Director soon. Please review it and let us know your thoughts!

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