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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… • 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 • 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 • Authorized by Higher Education Act – 1998 Amendments • Available after trying other avenues • Comprehensive research, review, and resolution
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: • 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 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 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 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 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 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? • 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? • Listen to specific needs • Coordinate responses • Analyze for themes across units • Collaborate on communication strategies
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
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
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
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