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The Positive Impact of TPD Discharge

April 3, 2014

In Total and Permanent Disability (TPD), we are always looking for ways to better serve our customers and improve how we work together with our industry partners to achieve this goal. We encourage each associate who touches a customer’s account to think about what they are doing to help that borrower and how they are making a positive impact.

We recently received an appreciation note from a disabled borrower and her spouse. She had applied for TPD prior to 7/1/13, but was unable to complete the paperwork as needed. When they found out about the regulation changes, they were hesitant to try again. However, they contacted our TPD call center and were walked through the application process.  The application was sent to the TPD Operations team and was processed. When we notified the borrower and her husband of the TPD approval, they were ecstatic, relieved, and appreciative of the support our TPD team could provide.

Although our associates were providing the customer service expected of them, it was nice to be able to share this story with our TPD team. Not only did it cause us to step back and appreciate what can be accomplished as a team, but it also helped us reflect on the thousands of people we’ve been able to touch and the positive impact we can make in borrowers’ lives.

Need to brush up on TPD? Here are some important updates and reminders recently distributed by FSA: https://jimharrisblog.wordpress.com/2014/03/27/latest-from-fsa-tpd-processing-reminders/.

 

Amy Goheen
TPD Program Manager, TPD Servicing
Nelnet Education Planning & Financing

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