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School Service Center Update

October 14, 2014

Nelnet’s School Service Center (SSC) is a communication hub for our school partners. SSC representatives help financial aid administrators resolve issues involving Nelnet-serviced loans, Nsight Plus, NSLDS, and more. In order to more efficiently assist school representatives who call with borrowers on the line, we recently made a small change to the way incoming calls are routed.

Now when you call the SSC and indicate you have a borrower on the line, you will be immediately transferred to our borrower-focused contact center. This change ensures that borrowers receive superior loan counseling from a team with expertise in repayment plans and options and other borrower services. In addition, the borrower contact center is available 24/7, giving you the ability to call whenever it’s convenient, regardless of time zone or office hours.

In the days immediately following this transition, we received feedback that there were some challenges with the service some of you received. Nelnet strives to be open and honest with our customers, so we want to let you know that we have heard your comments and are working aggressively to address these issues. We may need to make a few adjustments to the process, but we will continue to do everything in our power to ensure that the exceptional customer service experience you and your students are used to receiving from Nelnet is not compromised.

The SSC’s availability and IVR options have not changed. You can reach the SSC at 866.4NELNET (866.463.5638). School-focused representatives are available Monday through Friday, between 7 a.m. and 7 p.m. (Central). Click here to review the SSC IVR options.

 

Kristin Tobias, Communications Coordinator, Nelnet

Kristin Tobias, Communications Coordinator, Nelnet

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