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Nelnet Ranked Top Federal Student Loan Servicer

October 18, 2013

Nelnet is happy to announce that we have earned our place as the top servicer for the U.S. Department of Education/Federal Student Aid (FSA) for the second year in a row. We would like to thank all of our school partners for your continued feedback and suggestions for helping us to build our services for you and your student borrowers.

To close out the survey year, we ranked #1 in the two default categories (lowest percentage of borrowers in default and lowest percentage of dollars in default) and #2 in the borrower satisfaction category. We finished #3 in the school and the Department of Education satisfaction categories. Our goal is to continue to improve and maintain our first place ranking.

We started on our journey for progress two years ago, and we’re seeing the fruits of our labor each quarter in our survey scores and default metrics. We continue to refine the improvements we’ve made for our customers. Over the past two years, here are some of the enhancements we’ve made:

Borrowers

  • Introduced 24/7 call center hours
  • Adjusted Interactive Voice Response (IVR) system and made it easier to speak to an agent
  • Redesigned Nelnet.com and online account management process
  • Revised letters and communications for borrowers at various stages of the loan life cycle
  • Expanded mobile technology and social media presence

Schools

  • Implemented Nsight Plus and continue to make reporting enhancements
  • Added Default Prevention and Borrower Services pages to NelnetLoanServicing.com
  • Posted recorded training sessions to our online library and created a computer-based training module for Nsight Plus
  • Adjusted School Service Center IVR for schools and third-party servicers calling with a borrower on the line
  • Began sending monthly school portfolio snapshots

What Next?

Keep moving forward. First place in the FSA rankings is just one measure of our success. This is a journey, not a destination. We will continue to work hard to give our customers even better service. We need to stay focused on the customer—it’s our #1 core value, and is the value upon which we’ve built our business.

Keep innovating. We’re always looking for the next big thing to make us more efficient and create a more user-friendly borrower experience. Have an idea? Tell us about it.

Keep focused. Our work is never finished. It’s each of our jobs, every single day, to create a better customer experience for you and your student borrowers.

Joe Popevis, Executive Director, Loan Operations, Nelnet Diversified Solutions

Joe Popevis, Executive Director, Loan Operations, Nelnet Diversified Solutions

2 Comments leave one →
  1. Walker, Gail permalink
    October 18, 2013 1:36 pm

    Congratulations on a job well done. You have a great group of people who are truly invested in Nelnet and their clients. Kudos!

    Gail Walker
    Director School Relations
    Rhode Island Student Loan Authority
    560 Jefferson Blvd., Suite 200
    Warwick, RI 02886-1371
    401-468-1737 (Phone)
    401-468-2137 (Fax)
    gwalker@risla.com

    President, RIASFAA

    http://www.linkedin.com/pub/gail-walker/8/590/bb7

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