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What’s Trending at Nelnet? Top Calls from Student Borrowers

December 3, 2014

shutterstock_141763513Each month, Nelnet’s Customer Interaction Center (CIC) receives over 280,000 calls from the federal student loan borrowers we service. In addition to handling a large volume of calls, CIC staff members work to ensure that borrowers fully understand loan repayment options and receive complete answers to their federal loan questions. Recently, Nelnet increased the size of its phone staff in an effort to continue to provide high levels of customer service to the borrowers we serve.

What questions do callers ask? Borrowers frequently request help with individual account issues, understanding repayment options and more. Below is a snapshot of top trending borrower questions for November 2014.

Two out of every ten calls to Nelnet’s Customer Interaction Center in November 2014 were on these topics:

  1. Income-Driven Repayment Plans
  • “What is IBR?” “Do I qualify for an income-based plan?”
  1. Direct Loan Consolidation
  • “What is consolidation?” “What is the benefit?” “Do I qualify?”
  • “What is the status of my consolidation?”
  1. Loan Forgiveness (Income-Driven plans and Public Service Loan Forgiveness)
  • “How can I get this loan forgiven?” “Do I qualify for the ‘Obama  forgiveness’?”
  • “What if I can’t ever pay this back?”
  • “What programs are out there to help with this?

Nelnet’s Customer Interaction Center provides service to borrowers 24 hours a day, 7 days a week. They can be reached at 1.888.486.4722.

 

Anne Del Plato, Eastern Reginal Director, Nelnet Partner Solutions

Anne Del Plato, Eastern Reginal Director, Nelnet Partner Solutions

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