nelnet education loan servicing

NELNET EDUCATION LOAN SERVICING

Webinar Wednesdays | September 14, 2011

2 Webinar Wednesdays| September 14, 2011

The Loan Servicing Environment – Getting the Most from Nelnet As Your ServicerKimber Decker, Regional Director, Nelnet Partner Solutions


OVERVIEW OF PRESENTATION

• Developing relationships with schools

• Tour of our newly redesigned school-focused website

• Nsight enhancements

• Innovations for schools

• Innovations for borrowers

• Contact information


DEVELOPING SCHOOL RELATIONSHIPS

• Improving our contact database to ensure all schools get the information they need

• Practicing new ways of communicating with schools

o New Weekly Update

o Quarterly Postcards

o Blog

o Facebook

o Twitter

• Continuing to build/maintain relationships through the Partner Solutions Team

• Expanding School Service Center

• Goal: Clear, open communication


TOUR OF OUR WEBSITE

• Home

• Financial Literacy

• Training

• Nsight

• Resources

• The Team

• Jim’s Blog

• Contact Information

• Facebook and Twitter


TOUR OF OUR WEBSITE: HOME

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TOUR OF OUR WEBSITE: FINANCIAL LITERACY

Webinar Wednesdays| September 14, 2011

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MONEY MONDAYS


Linked logo available for site

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FINANCIAL LITERACY TOOLS (SAMPLES)



TOUR OF OUR WEBSITE: TRAINING

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WEBINAR WEDNESDAYS

• Webinar Wednesdays: Free webinar series began May of 2010

• Designed to provide additional training to schools on current relevant topics, Webinar Wednesdays continues to be a resounding success!

• Three new webinars for September (Consumer Information & IBR)

• Topics have included:o Using NSLDS

o Social Media

o Federal Direct Consolidation Loans

o Top Ten Compliance Issues

o Satisfactory Academic Progress

o New Program Integrity Rules

o Income Based Repayment

o More to be determined based on school needs


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TOUR OF OUR WEBSITE: NSIGHT



NSIGHT

• Tool for accessing loan information and reports on both lender-owned and Department of Education-owned loans that are serviced by Nelnet• Analyze real-time data• Transmissions encrypted for data protection and security• Access a secure user profile• Access particular views or data elements• Generate pre-programmed reports

o Flexible filtering options, save and exporto Types of reports:

-Core data- Deferment and forbearance data- Reference and PLUS dependent data-Select SSN-level data


NSIGHT-HOW TO REQUEST A USER ID

• E-mail the Nelnet School Service Center at [email protected] and provide the following information for each user in your office.o First and Last Name o School Name(s) o Entire School Code (Note: this is an 8 digit code(s)) o E-mail Address o Phone Number o Fax Number

• The School Service Center will notify you via e-mail once your user ID is created. If you do not receive your user ID within three business days of your request, please call the School Service Center at 1.866.463.5638

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RECENT NSIGHT ENHANCEMENTS

• Three additional easy button reports, including subsets of comprehensive reports.

o Late Stage Delinquency Report - all borrowers 250 days past due without having to type in criteria (prompts)

o Exiting Forbearance/Deferment Report - all students within 45 days of leaving forbearance/deferment without having to type in criteria (prompts)

o Grace Report - all students within 45 days of entering grace or in grace without having to type in criteria (prompts)


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RECENT NSIGHT ENHANCEMENTS

• Three new search fields-added fields for repayment plan the borrower is currently in, last payment date and amount

• Streamlined report generating process-rather than copying information to a personal folder to run data, you may now find reported information from the public folder

• Centralized data reporting-database selection process has been eliminated; a report now automatically includes statistics from all three databases

• Acronym-free zone-eliminated abbreviations

• Intuitive search. Now you can search by individual school codes or include all school codes.

• More accurate labeling-“School Delinquency” folder is now “School Reports”



TOUR OF OUR WEBSITE: RESOURCES

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TOUR OF OUR WEBSITE: THE TEAM



TOUR OF OUR WEBSITE: JIM’S BLOG


TOUR OF OUR WEBSITE: CONTACT INFO


TOUR OF OUR WEBSITE: TWITTER


TOUR OF OUR WEBSITE: FACEBOOK

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INNOVATIONS FOR SCHOOLS

• Webinar Wednesdays-Continue to offer new training sessions

• Jim’s blog - From interviews with financial aid professionals, to financial literacy best practices, Jim’s blog provides links and resources, FAQs, and other information directly to your inbox!

• Nelnet Loan Servicing website –The school-focused website was recently redesigned! Please share your feedback!

• Facebook and Twitter - If you have a Facebook account or enjoy tweeting, you can follow Nelnet

• Nsight-New enhancements were recently added with more to follow

• Financial literacy materials - Materials for schools and borrowers were recently developed including tools to accompany the Money Mondays financial literacy series

• Weekly Update-New weekly email summary is sent to schools each Monday-notify us if you are not receiving it!


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NELNET WEEKLY UPDATE DEBUT 8/15/2011

| Nelnet Education Loan Services

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SCHOOL SERVICE CENTER

• Monday to Friday-7:00 a.m. to 6:00 p.m. CST (7:00 a.m. to 7:00 p.m. CST early fourth quarter)

• 1.866.463.5638 (1.866.4NELNET)• [email protected]

o General questions on all loans in servicing (account status, address to return funds, default prevention, etc…)

o All questions regarding FFEL/commercial loans (loan adds/changes, disbursement adjustments, demographic changes, etc…)

o Assist in providing correct contact information if unable to provide resolutiono Nsight support (sign-up, navigation, password resets, etc…)

• 99.09% accuracy in resolving issues along with a 83% school satisfaction rating

• 5 associates in Lincoln, NE and Aurora, CO, with a combined 56 years of student loan servicing experience (early fourth quarter adding 3 more representatives to ensure that you have the best service possible)


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INNOVATIONS FOR BORROWERS

• Money Mondays kicked off February 14, 2011o In partnership with schools, free financial literacy webinars

provided to studentso E-mail templates, a logo for your website, and customizable

flyers are available• New payment system - Streamlines the process of making a

payment on both commercial and Department of Education-owned loans while allowing borrowers to make only one payment to Nelnet.

• Launched Manage My Account beta site: prompting customers to try out our new MMA beta site, which allows them to make a payment in three clicks, provides clean and easy navigation, and gives them easier access to account summaries.


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PREVIOUS ONLINE PAYMENT SYSTEM


Before…

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NEW ONLINE PAYMENT SYSTEM

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NEW MANAGE MY ACCOUNT & CHAT NOW


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INNOVATIONS FOR BORROWERS

• Improved borrower communications

o Expanded communications: To make sure our customers know we’re here to help, we are in the process of e-mailing approximately 160,000 grace borrowers and 1 million in-school borrowers

o Based on school feedback, envelopes used for borrower correspondence were updated, readily identifying Nelnet as a Department of Education servicer

o Extended call center hours: Nelnet has extended our borrower call center hours until 11:00 p.m. (Eastern).


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INNOVATIONS FOR BORROWERS: IVR UPGRADES

• Interactive Voice Response (IVR) upgrades (based on borrower and school feedback)

o Ability to make or postpone a payment

o Obtain payment plan and loan status information

o Request documents

o Listen to tax information

• In response to direct customer feedback, we have moved the option to speak to a representative to the beginning of our IVR menu


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MOBILE MICROSITE & TEXT MESSAGING

• Mobile micrositeo Nelnet launched www.nelnetmobile.com

o Offers ability to sign up for text messaging

o Option to link to an optimized version of www.nelnet.com

o Download the Loan Assist and Loan Calculator mobile applications for iPhone and Android

• Text messaging - Borrowers can opt to receive texts including:o Payment due date

o Past due notifications

o Loan status changes

o Notifications that their online statement is ready to view


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Account updates via text messaging

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NELNET MOBILE APPLICATIONS

• Loan Assist Mobile Application (iPhone & Android)o Allows borrowers to schedule payments up to 30 day in advance

o Provides customers with a way to review their account and group summary

o View their payment history

o Check the status of deferment/forbearance requests

o Use loan calculators

• Loan Calculator Mobile Application (iPhone & Android)o Calculate monthly payments

o Explore the amount of interest that will accrue during a period of deferment or forbearance

o View different repayment scenarios


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Mobile website (nelnet.com)

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Online Payment System App (Loan Assist)

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Online Payment System App (Loan Assist)

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Loan Calculator App


SCHOOL FEEDBACK

Comments or Suggestions??

We want to know what you want from your servicers along with the challenges you face…


CONTACT INFORMATION

• Regional Director: Kimber Decker ([email protected])

• Nelnet School Service Center (SSC)o www.nelnetloanservicing.como [email protected] 1.866.463.5638

• Nelnet Borrower Customer Center (Service and Repayment)o www.nelnet.como 1.888.486.4722

nelnet education loan servicing

Documents

twitterwebinar wednesdays

trainingwebinar wednesdays

nsightwebinar wednesdays

homewebinar wednesdays

school needswebinar

free webinar series

nelnet school service

loan information