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Session 8. Student Questions: Beyond 1-800-4FEDAID…. Debra Wiley Ombudsman Federal Student Aid. A Review of…. Service-Specific FSA resources for students/families Federal Student Aid Ombudsman Questions and problems How Federal Student Aid resolves and learns from inquiries.

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Session 8

Student Questions:

Beyond 1-800-4FEDAID…

Debra Wiley

Ombudsman

Federal Student Aid


A review of
A Review of…

  • Service-Specific FSA resources for students/families

  • Federal Student Aid Ombudsman

  • Questions and problems

  • How Federal Student Aid resolves and learns from inquiries


Service specific resources for students and families
Service–Specific Resources for Students and Families

  • National Student Loan Data System (NSLDS)

  • Borrower Services

    • * Borrowers Services Collections

    • * Direct Loan (DL) Servicing Center

    • * Direct Loan Consolidation

    • * Conditional Disability Discharge Unit (CDDU)


Federal student aid ombudsman
Federal Student Aid Ombudsman

  • Authorized by Higher Education Act – 1998 Amendments

  • Available after trying other avenues

  • Comprehensive research, review, and resolution


Questions and problems presented common themes
Questions and Problems Presented – Common Themes

  • Procedural: How do I…?

  • Informational: Where do I…?

  • Interpretive: Does this mean…?

  • Exploratory: What can I do…?

  • Special Request: What can you do…?


For example
For example:

  • What is the status of my application?

  • When, how,and with whom do I consolidate?

  • Who holds my loans now? (defaulted loan questions)

  • Can you immediately change my address, name, etc.?

  • How do I apply for aid?

NSLDS

1-800-999-8219


For example1
For example:

Borrower

Services

Collections

1-800-621-3115

  • Why is my loan in default?

  • How do I rehabilitate my loan?

  • How can I make affordable repayments?

  • Can I settle this debt by making a payment of $?

  • Why are my federal taxes, wages being offset or garnished?


For example2
For example:

Direct Loan

Servicing

1-800-848-0979

  • Did you receive my payment; can I change my payment?

  • How can I defer/postpone payments?

  • When do I begin repayment?

  • What is income contingent repayment?

  • What is my account balance?

Direct Loan

Servicing

1-800-848-0979


For example3
For example:

Direct Loan

Consolidation

1-800-557-7392

  • What is the status of my application?

  • Have my loans been paid off yet?

  • Did I get the lower interest rates by consolidating?

  • What are the benefits of consolidating?

  • What are the differences between FFEL and DL consolidation?


For example4
For example:

  • What must I do to get a loan(s) discharged?

  • What is acceptable income documentation?

  • Can I change my disability date?

  • Why did you reinstate my loan?

  • Why am I not 100% disabled for ED, but I am at SSA

CDD Unit

1-888-869-4169


And issues reaching the ombudsman
…and issues reaching the Ombudsman

FSA

Ombudsman

1-877-557-2575

  • Loan Cancellation/Discharge

  • Account Balance

  • Repayment plans/amounts

  • Consolidation

  • Default


What do the students and families expect in contacting fsa
What do the students and families expect in contacting FSA?

  • Accuracy of information

  • Consistency in responses to similar questions

  • Specificity to their situation

  • Timeliness


How does fsa resolve and learn from the questions and problems
How does FSA resolve and learn from the questions and problems?

  • Listen to specific needs

  • Coordinate responses

  • Analyze for themes across units

  • Collaborate on communication strategies


How does fsa learn from the questions and problems
How does FSA learn from the questions and problems…? problems?

  • Unit and enterprise reporting

  • Customer satisfaction surveys

  • Customer Service Review Board

  • Event-response coordination ex. Hurricane Katrina/Rita/Wilma


Results sharing
Results Sharing problems?

  • Internal and External

    • with Institutions, Lenders, Guaranty Agencies, and Other Partners

  • Create a feedback loop to improve quality of printed material, web messaging, self-service options, and direct customer interface

  • Your questions and comments are part of the feedback loop


Contact the different units at
Contact the different units at: problems?

  • NSLDS 1-800-999-8219

  • Borrower Services

    • Borrower Collections 1-800-621-3115

    • DL Servicing 1-800-848-0979

    • DL Consolidation 1-800-557-7392

    • CDD Unit 1-888-869-4169

  • FSA Ombudsman 1-877-557-2575


Questions thank you
Questions? ……..Thank you! problems?

  • Debra Wiley

  • Ombudsman, Federal Student Aid

  • United States Department of Education

  • Telephone: (202) 377-3800

  • E-mail: [email protected], or [email protected]


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