Session 8

Student Questions:

Beyond 1-800-4FEDAID…

Debra Wiley

Ombudsman

Federal Student Aid

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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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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)

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Federal Student Aid Ombudsman

• Authorized by Higher Education Act – 1998 Amendments

• Available after trying other avenues

• Comprehensive research, review, and resolution

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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…?

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NSLDS1-800-999-8219

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?

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For example: • 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?

BorrowerServices

Collections1-800-621-3115

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Direct LoanServicing1-800-848-0979

Direct LoanServicing1-800-848-0979

For example: • 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?

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Direct LoanConsolidation

1-800-557-7392

For example: • 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?

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CDD Unit1-888-869-4169

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

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FSAOmbudsman

1-877-557-2575

…and issues reaching the Ombudsman

• Loan Cancellation/Discharge

• Account Balance

• Repayment plans/amounts

• Consolidation

• Default

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What do the students and families expect in contacting FSA?• Accuracy of information

• Consistency in responses to similar questions

• Specificity to their situation

• Timeliness

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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

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How does FSA learn from the questions and problems…? • Unit and enterprise reporting

• Customer satisfaction surveys

• Customer Service Review Board

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

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Results Sharing• 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

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Contact the different units at:

• 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

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Questions? ……..Thank you!

• Debra Wiley• Ombudsman, Federal Student Aid• United States Department of Education

• Telephone: (202) 377-3800 • E-mail: fsaombudsmanoffice@ed.gov,

or debra.wiley@ed.gov