Skip to content

Tools for FAOs: Trained School Service Center Representatives Here to Help

October 18, 2013

Did you know that Nelnet offers a contact center just for school financial aid administrators? The School Service Center (SSC) is a great way to receive assistance with Nelnet-serviced loans, Nsight, NSLDS, or other loan servicing matters. You can call Monday through Friday from 8 a.m. to 8 p.m. (Eastern), even with a borrower on the line or in your office. If it’s easier, you can also send an email to the SSC at

The SSC doesn’t just provide your “standard” customer service, however. The work of the SSC is performed by a selective team of experienced, exemplary customer service representatives. These men and women go through weeks of extensive training before they take a single phone call so that they are fully prepared to serve you and your students. Here’s a look at the training SSC representatives complete after the 4-6 weeks of basic Nelnet customer service training and before ever taking a phone call.

  • Nsight Plus security, user functionality, and tools training
  • NSLDS user training
  • FFELP and Direct Loan originations processes
  • Total and Permanent Disability Intent to Apply process training
  • SSC Systems and Security protocol
  • SSC IVR options
  • Empathy and customer service refresher, which includes working with a veteran representative and listening to calls to understand how to best communicate with school personnel

Even after SSC representatives begin taking your calls, they continue to expand their knowledge base. They learn about:

  • Enrollment verification – why it is needed and what impact it has on students and schools
  • Reaffirmation
  • Cohort Default Rates, what impact they have on schools, what a Cohort year is, and basic information on appeals
  • The Common Manual and Student Loan Handbook and how they are used
  • ISIR and SAR comment codes and what impact they have on students and schools
  • The Direct Loan origination process in detail, including COD, G5, booking, funding, and servicing
  • The full Total and Permanent Disability process
  • IFAP

As you can see, the SSC is equipped to handle any issue with which you may need assistance. Next time you have a question or concern, we invite you let one of our savvy representatives help you out!

No comments yet

Leave a Reply

Fill in your details below or click an icon to log in: Logo

You are commenting using your account. Log Out /  Change )

Twitter picture

You are commenting using your Twitter account. Log Out /  Change )

Facebook photo

You are commenting using your Facebook account. Log Out /  Change )

Connecting to %s

%d bloggers like this: