Agenda
Mohela
Great Lakes
Nelnet
Navient
2
DELINQUENCY OUTREACH DETAILS
MOHELA’s Outreach
Days Past Due:
0
30
60
90
120
150
180
210
240
270
300
330
360
>360
MOHELA completes the required phone calls (1 contact or 2 attempts) beginning with day 36 of delinquency. Calls are scheduled to ensure no gap of 45 days
occur between call attempts. Calls are schedule at day 36, 66, 96, 126, 151, 185, 215, 246+ through the transfer to DMCS2.
Activities Performed
MOHELA generates a monthly statement 20-25 days prior to the due date.
For the delinquency notifications MOHELA includes the required information.
10-15 Day 50-58 Day
60 Day
91-98 Day 130 Day
Notification Notification Disclosure Notification Notification
170-178
Day
Notification
211-218
Day
Notification
Transfer to DMCS2,
communication to
borrower.
Final
Demand
MOHELA completes additional phone attempts through out the delinquency. A portion of these calls are automatically scheduled and are completed by our dialer. The
other portion of the calls are manual calls completed by an agent. We have improved our strategy to include the use of blaster campaigns for additional contact attempts,
special dialer campaigns such as follow ups to mail and email campaigns, targeted due date campaigns based on forecasting in addition to required due diligence attempts
and the expansion of dialing efforts to include extended hours.
Delinquency email campaigns along with additional campaigns created to target specific borrower groups.
Specialized mailings are generated to reach out to borrowers to let them know that we are here to help. These additional mailings change – we do not have a static plan –
we are always reviewing the portfolio and what our mailings were the prior quarter and the success associated. Recent mailings include: personalized legal letter, penny
postcard, personalized forbearance time available, buckslip inserted with delinquency letters and personalized affordable repayment with the IDR form..
Est # of
Contacts/
Attempts
Dedicated team of repayment
assistance specialists manually
reviewing/working their portfolio of
accounts.
Dedicated team of repayment assistance specialists manually reviewing/working
their portfolio of accounts. The specialists perform manual calls, dialer calls, and
additional skip tracing activities for borrowers in skip and non-skip borrowers to locate
new contact information through reference calls, relative calls and web searches.
TOTALS
2
3
3
3
3
3
2
3
3
2
2
2
2
1
34
1-7
1-10
1-12
1-12
1-12
1-12
1-12
1-12
1-12
1-12
1-5
1-5
0
0
12-123
Key:
Required Activities Performed
Additional Activities Performed
Notes: A welcome letter/email is generated based on an incoming transfer. If the borrower pays the account in full a
paid in full letter is sent. Skiptracing activities for invalid demographics exceeds requirements i.e. emails, phone
attempts, utilize additional external resources. Cosigner/Co-maker collection and skiptracing activity meet the
minimum requirements. MOHELA’s additional activities have been ongoing and are modified based on the tracking of
success and cost effectiveness.
Borrower Correspondence
Access the Loan
Servicing Support
section in Support
Central to view
samples of
correspondence
sent to your
borrowers.
Borrower Communication
Timeline - In School
Communications during the In School period are
focused on early engagement to ensure borrowers
understand who their servicer is as early as possible.
Borrower Communication
Timeline - Grace
During Grace, our proactive communications ensure
borrowers know it’s going to be time to start paying
soon. Strategic segmentation allows us to target our
messaging to borrowers in specific situations.
Borrower Communication
Timeline - Repayment
Communications in the Repayment time period are
focused on the borrower’s situation in an effort to
ensure they successfully repay their loans.
Borrower Communication
Timeline - Delinquency
In the Delinquency time period, communications are
focused on reaching borrowers and working through
their repayment options.
Other Repayment Scenarios
When borrowers have
unique needs during the
Repayment period, they
receive other pieces of
communications to help.
Postpone payments
Deferment
Forbearance
Income-driven repayment
Borrower Portal
We encourage all
borrowers to create
a website account.
Loan information
Make payments
Explore repayment
options
Keep contact
information up-todate
mygreatlakes.org
Borrower Portal - Account
Summary and Details
Detailed loan information
Balance
Payment terms, amounts,
and due dates
• Alerts
• Paperless
messages
• Missing
information
• Past due
Borrower Portal Tools and
Resources - Consolidation
Borrowers can easily get
more information and
determine if consolidation
is right for them.
If they’re ready to apply, we
make the process easy to
understand.
1. Bring any past due
accounts up-to-date
2. Prepare
• Gather information
• Decide on a repayment
plan
3. Apply online
4. Come back and track
the application
Borrower Portal Tools and
Resources - Knowledge Center
Borrowers can use Knowledge Center to
find information about student loans
and other financial literacy topics.
• Getting started
• Money smarts
• Payments
• Repayment
• Special situations
Borrower Portal Tools and
Resources - New Site
We’re putting the finishing touches on our new responsive
website, which allows borrowers to access the Borrower
portal from any device.
Borrower Communications Nelnet
We communicate regularly with
borrowers at every stage of their
student loan life-cycle
Email
Mail
Phone (if needed)
Social media
Text messages
Borrower Communications Nelnet
In School: First
Year
Welcome
Email
Welcome
Letter
Borrower
Enters
System
Borrower
Enters
System
Intro to
Nelnet
Month 3
Resources
Month 7
New Loan
Email
New Loan
Issued
letter (full-page mailed message)
email
message blast
mailer (full-page mailed
message)
Borrower Communications Nelnet
In School: Every Year After Initial
Year
Loan Stages
Loans 101
Month 1
Month 3
Account
Update
Happy
Birthday
Twice a Year
On Birthday
About
Payments
Financial
Literacy
Month 5
Month 7
Resources
Month 9
letter (full-page mailed message)
email
message blast
mailer (full-page mailed
message)
Borrower Communications Nelnet
In Grace
What to
Expect
Intro to
Nelnet
Repayment
Options
Repayment
Options
Month 1
Month 3
Month 4
Month 4
How to
Make Your
First
Payment
How to
Make Your
First
Payment
KwikPay
Month 5
Month 5
Entering
Repayment
Soon
Month 5
Month 5
letter (full-page mailed message)
email
message blast
mailer (full-page mailed
message)
Borrower Communications Nelnet
In Repayment: First Year of
Repayment
Repayment Plan
Options
Sign Up for an
Online Account
Month 1
Month 2
How to Reach Us
Month 3
Sign Up for
eStatements
Month 4
letter (full-page mailed message)
email
message blast
mailer (full-page mailed
message)
Borrower Communications Nelnet
In Repayment: Every Year of Repayment
(After First Year)
How to Reach Us
First Quarter
Repayment Plan
Options
Second Quarter
KwikPay (auto
debit) (to those
without
KwikPay*)
Third Quarter
Haven’t Logged
In (no log in for
six months)
Happy Birthday
Every Six Months
On Birthday
Text Alerts (to
those without
Text Alerts)
Month 3
letter (full-page mailed message)
email
message blast
mailer (full-page mailed
message)
Borrower Communications Nelnet
Welcome Email
Borrower Communications Nelnet
In Grace Email
Month 4: What to
Expect
Borrower Communications Nelnet
In Repayment Email
Month 1: Repayment Plan Options
Account Management - Nelnet
Account Management - Nelnet
Loan Assist App
iPhone and Android
Make payments
Allows borrowers to
schedule payments up to
30 days in advance
Can review account and
group summary
View their payment
history
Check status of
deferment/forbearance
requests
Use loan calculators
Sign up for text alerts
Account Management - Nelnet
Text messaging
Borrowers can opt in
Payment due date
Past due notifications
Loan status changes
Notifications that
their online statement
is ready to view
Overview | The Borrower
Experience
#1 goal: Support your borrowers and help guide them
toward successful student loan repayment by:
Keeping borrowers informed throughout their loan’s cycle
with timely, relevant communication, tools and resources
Providing assistance to help our school partners with
any concerns
Constantly evaluating what we do and how we can continue
to provide superior service
Loan Life Cycle Touch Points
What We Do
Specialized Call Routing
Exiting In-School Email Campaign
When a borrower who is in school or grace calls us, they are
routed to specialists who provide counseling and guidance to
help them transition into repayment
Notifies borrowers when their in-school deferment
is about to end and lets them know how to
reenroll or next steps for repayment
Loan Life Cycle Touch Points
What We Do (cont’d)
Borrower Communication | Message
What We Say
New Loan
•
•
•
•
•
Warm welcome to Navient
Highlights total loans and amount borrowed
Online account set up
Look for future communications
Web links and toll-free phone number
In School
• General reminder email – you have loans
but at this point no action is required.
• Message: We’re here to help.
Contact us!
 Online - details account set up
 By phone - toll-free phone number
• Quarterly interest statements – with
account balance, interest information,
anticipated repayment begin date
 Includes benefits of paying interest
to avoid interest capitalization
 Sent quarterly until account
enters repayment
 Available by email:
Your interest statement
is ready!
Borrower Communication | Message
What We Say (cont’d)
Entering Grace
•
•
•
•
•
•
What is grace?
Expect your first statement
In-school deferment reminder and details
Income-driven repayment plan information
Online account set up
Message: What to expect and when
 How to save money through
repayment; details on repayment
options
 What you need to do now to stay
on track
• Look for future communications
Exiting Grace
• Sent 45 days before first payment due date
• Repayment options information
 What you need to do right now to
stay on track
 Income-driven repayment plan
information
• Message: Transition touch points
 Highlights what is owed and when
 Simple next steps; whether ready to
make payments or need to choose
other options
Borrower Communication | Message
What We Say (cont’d)
Repayment
• Message: You are in repayment!
 We are here if you need help
 Sign up for email – stay in the know
 Learn more about your repayment options – online or by phone
 Save money through auto debit
• Monthly billing statements
• Provides relevant and timely messages to help borrowers better manage
their account
• Provides critical account details: balance/interest/remittance slip
Borrower Support-Customer Service
In School
In Grace
• Our goal: Provide guidance and make sure students understand what to
expect next
• Dedicated call center agents counsel students and prepare them for a smooth
experience and reinforce we’re here to help through:
• Online tools and resources
 Account access 24/7, including account information by email
 Repayment plan calculators
• Reminders about savings through auto debit
• Financial literacy materials
 Financial planning checklist
 Top 10 things to do at repayment
Borrower Support-Customer Service
(cont’d)
Repayment
• We understand that life happens; financial difficulty may arise. Our dedicated
agents help borrowers explore their options to choose a solution that works best
for them.
 Determine if borrower can afford to make a payment
 Explore eligibility for deferment
 Explain eligible repayment plans (including income-driven options),
model monthly payment amounts under different plans, and assist in
changing to a new repayment plan
 Explore eligibility for forbearance
(This option is considered after all other options
have been exhausted)
Mobile | Borrower Resources
Dynamic new communication tools
give improved experience for 24/7
account information
• New web experience for phones
• New loan management phone app
navient.com
• New name, new brand –
continued focus on
superior education loan
servicing
• Content counsels students
and prepares them to use
online tools and resources
including:
 Account information
by email
 Repayment plan
options and
calculators
Online | Borrower Resources
$8,705.72
$179.45
www.navient.com/loan-customers*
New website!
• Intuitive navigation and flow of information allows borrower to
self-select data based on loan status
• Easy access, intuitive navigation and customized alert features
• Detailed information on repayment plans
• Emphasis on assistance for those in need
Educational Support
Comprehensive financial literacy and loan management
collateral available for download to assist borrowers
every step of the way toward successful repayment
We have
dedicated
customer
service agents
with specialized
skills to assist
military service
members and
their families!
Keeping Schools Informed
www.navient.com/financial-aid-offices*
•
•
Detailed online information and new school portal
give a clear view of how we are working together
to help your students succeed
New portal contains snapshot portfolio summaries:
 Loan and repayment status
 Default prevention statistics
 Call center and demographic metrics
Keeping Schools Informed (cont’d)
www.navient.com/financial-aid-offices*
Relevant, timely information for your office
and regarding your borrowers - available
online and for download
Question and Answer
Greg Carlo
Navient
614.742.7123(t) | 614.557.4889(c)
E-Mail: greg.carlo@navient.com
John Brown
Great Lakes
800.640.8602(t) | 614.425.2912(c)
E-Mail: JBrown@glhec.org
Jim Harris
Nelnet Education Loan Servicing
970.226.2140(t) | 970.222.6399(c)
E-Mail: james.harris@nelnet.net
Will Shaffner
MOHELA
636-733-3830 (t) | 317-496-3996 (c)
E-Mail: wills@mohela.com