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Session C-22 . The Student Loan Ombudsman Network: Options for Student Loan Issues. Grace Bartini American Student Assistance Lynel McFadden Thaddeus Bartkowiak U.S. Department of Education. The Ombudsman Role:.

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the student loan ombudsman network options for student loan issues

Session C-22

The Student Loan Ombudsman Network: Options for Student Loan Issues

Grace BartiniAmerican Student Assistance

Lynel McFadden

Thaddeus Bartkowiak

U.S. Department of Education

the ombudsman role
The Ombudsman Role:
  • Is an impartial, confidential resource for resolving Federal Student Aid complaints informally
  • Works cooperatively with student borrowers, institutions, lenders/servicer, guaranty agencies and related parties
  • Does not force solutions, reverse decisions, or mandate actions
  • Reports trends, activities and effectiveness
the student loan ombudsman network in action
The Student Loan Ombudsman Network In Action…

Student Loan

Ombudsman Caucus

Agency

FSA Ombudsman

Contact

Agency

Contact

Contact

Agency

Student Aid Industry:

Trends, Issues, Training, Outreach, and Communication

2007-2008

à

Multi Directional Exchanges

slide4

Case Escalation Process

Borrower contacts their lender/servicer

Agency uses their escalation path in an attempt to resolve dispute. Escalation may include referral to supervisor, manager or guaranty agency Ombudsman.

If issue is still not resolved, agency Ombudsman will work with the Federal Student Aid Ombudsman to resolve dispute.

slide5

How do Students/Borrowers Benefit?

  • Caucus network provides an in-agency escalation process for problems
  • If problems remain, students call Federal Student Aid Ombudsman at 1-(877) 557-2575
  • Federal Student Aid Ombudsman will work with the student and the agency
  • Federal Student Aid Ombudsman and Caucus network will use the situation to inform change
slide14

Contact Information

We appreciate your feedback and comments.

We can be reached at:

Grace Bartini, Ombudsman

American Student Assistance

Telephone: (800) 999-9080 ext. 4512

E-mail: bartini@amsa.com

Lynel McFadden, Ombudsman Specialist

Thaddeus Bartkowiak, Ombudsman Specialist

U.S. Department of Education, Federal Student Aid

Telephone: (202) 377-3800; Facsimile: (202) 275-0549

Web site: www.ombudsman.ed.gov

E-mail: lynel.mcfadden@ed.gov

E-mail: thaddeus.bartkowiak@ed.gov