1. The FedLoan Servicing Experience An Overview of Borrower and School Services

2. Agenda The Borrower Experience The School Experience
Borrower Communications
Customer Service
Borrower Portal – Account Access
The School Experience
Communications
Access
Products & Tools
Training

3. The Borrower Experience
You can view our sample letters and s at: MyFedLoan.org/borrowertimeline

4. Borrower Communication Timeline
Welcome Letter & / Privacy Notice
Disbursement Notification
Loan Summary
Interest Bill*
Outstanding Interest
Borrower communication timeline from In-school to the Grace period.
Enrollment Change Confirmation
*To receive an interest bill while in school, a student must contact us and request to pay interest.
All students, regardless of whether or not they pay interest while in school, receive an interest notice when they have 20 days left of the grace period.

5. Borrower Communication Timeline
Entering Grace
3-Month Grace
Interest Notice
Repayment Obligation/ Schedule Disclosure Statement
Installment Bill
This shows the borrower communication timeline from Grace to Repayment.
Entering Repayment
For easy reference and use, the timelines have been placed on the site with a tab format.
View complete sample timeline of communications for borrowers at
Borrowers can opt to receive all account-related correspondence in the borrower portal.

6. Road to Repayment Entering Grace Email
In an effort to reach out to withdrawn borrowers the Grace has been segmented. The s have the same message, but the withdrawn specifically states that the borrower withdrew from school.
The s provide account specific information for the borrowers including:
School name and separation date
Steps for borrowers to take during the next six months are included to keep them informed on their loans
Hopefully, by calling attention to this we can encourage borrowers to contact us if their enrollment status was not properly updated.

7. Communications – In Repayment
Additional letters and s may be sent based on unique situations.
Repayment Summary/Repayment schedule changes
Monthly statements
Deferment/Forbearance notifications
Delinquency notices
Forgiveness and Discharge

8. FedLoan Borrower Experience
We take approximately 15,000 calls each day and average 5 to 7 minutes per call.
65% of callers opt to speak to one of our counselors.
35% of callers opt to remain within the self-service system.
Specially trained school agents are on staff to assist with calls from financial aid professionals.
Customer Services Representatives are available Monday through Friday from 8:00 A.M. until 9:00 P.M. ET.

9. Borrower Portal – Sign in
Easy access to the secure portal from our public site at MyFedLoan.org

10. Creating an Account Step 1 Provide personal information
Create a username and password
Select a site image and caption
Step 2
Verify that the information provided is accurate.
Step 3
Confirmation
Student may now proceed to their account

11. Borrower Portal – Account Home
Alerts & Messages draw borrower attention to specifics of their own account including:
New messages within their paperless inbox
Invalid demographic information
Late or missed payments, and more
Aggregate and detailed loan information helps borrowers understand their loans, including:
Interest rate
Repayment term
Monthly installment amount
Original balance
Borrowers can opt to receive all account-related correspondence in the borrower portal.
This can only be done in the Account Profile section of Account Access.
Borrowers cannot opt into eCorrespondence over the phone.

12. Borrower Portal – Billing & Payment Plans
The Billing & Payment Plans section gives borrower financial management tools to:
Understand their monthly bill
Schedule payments
Review payment plans
Learn about interest and more …

13. Targeting Payments
Borrowers have the option to pay extra towards their loan balance by targeting payments.
How to Target Payments
Step 1
Sign in to your account
Step 2
Click “Make a Payment”
Step 3
Select the “Specify Loan Payment Amounts” tab
Step 4
Enter payment information (Minimum Amount Due + Additional Funds)
Step 5
Hit the “Make a Payment” button
Payments cannot be targeted with Direct Debit.
Targeting payments online is easier than targeting payments by mail.
To select the Specify Loan Payment Amount tab on the Make A Payment screen of Account Access to target their payment. The borrower must pay at least the minimum amount due on all loans.
The total amount the borrower agrees to pay appears at the bottom of the payment application.
They must confirm that the total amount matches what they expected to pay before submitting their payment

14. Repayment Calculators and Estimators
Repayment calculators and estimators show how different financial choices and situations can affect a student’s monthly payment and budget.
Repayment Schedule Estimator
Grace Period Calculator
Interest Savings Calculator

15. FedLoan Servicing Consolidation Counselor
The Consolidation Quiz and assists borrowers in deciding whether or not consolidation is the best choice and will direct interested borrowers to the consolidation application.
Use the Consolidation Estimator to review current repayment options versus repayment options available after consolidation to determine if consolidation is the right choice.

16. Contact Us & MyFedLoan Mobile
From any page within the portal, a borrower can contact an experienced loan advisor by , phone or mail.
With MyFedLoan Mobile, borrowers/co-signers can:
View their Account Summary
Review balances
Make a payment

17. Check out the Borrower Help Center at:
Direct your students to the Borrower Help Center for quick answers to frequently asked questions and self service tools.
Some of our FAQ topics include:
New Borrower FAQ
Graduate & Professional Borrowers FAQ
Billing FAQ
Tax FAQ
Enrollment Status FAQ
Check out the Borrower Help Center at:

18. The School Experience The School Experience Communications Access
Products & Tools
Training

19. Communications – Weekly/Monthly

20. Communication – Customized Bulletin
Includes an overview of your school’s student loans serviced at Fedloan Servicing
Student borrower portfolio
Default figures
Loan cure information
Sent quarterly and ed directly to your inbox
No access required to receive this valuable update

21. School User Access
Schools requesting access to FedLoan Servicing borrower data must have a Remote Access Agreement (RAA) on file
All access is managed on the Business Partner Access Management System (BPAMS)
The designated Authoritative Source is responsible for
Approving/Denying access requests
Completed the Annual Access Review

22. Business Partner Access Management System (BPAMS)
View the BPAMS tutorials for more information on the various functions available.
For assistance on user access related issues, please call , Option 1

23. Products & Tools – School Portal
School Portal Features:
Real-time borrower account details
24/7 access

24. School Portal – Customized Reports
From our Loan Portfolio
Summary you are able to:
Search for borrowers by name or SSN
Save and export your reports
Create custom reports (filter & modify)
View reports by status

25. School Portal – Borrower Detail View
Loan Summary tab:
Loan status
Number of days delinquent
Disbursement history
Additional loan detail
School Enrollment
Repayment Schedule
Interest rate
Billing Summary tab:
Payment due date
Billing method and type
Total amount due
Total bill amount
Payments Summary tab:
Loan level payment details
How payments affect balance and schedule

26. School Portal – Borrower Detail View
Deferment/Forbearance Summary tab provides:
View Deferment or Forbearance type
Begin date
End date
Interest cap notice
Processing status
Rahzieh Test
SSN:
ACCT:

27. Tools - Default Prevention Plan Builder
Create a customized delinquency management plan
Select how active you want to be based on your resources
Contact your Sector Representative for assistance with tailoring a default prevention plan targeted specifically for your student population.

28. Tools - Before You Owe/Go Worksheets
Before You Owe - encourages students to record their loan balance and servicer information before they take on additional debt.
Before You Go - provides students with a convenient location to record the information they learn when reviewing their loan portfolio at Exit Counseling.
Found at MyFedLoan.org/schools on our Publications page.
Also available in Spanish!

29. Tools - Reporting Option from NSLDS
Use the NSLDS Delinquent Borrower Report to produce letters to delinquent borrowers who have loans serviced by any federal servicer.
More information and instructions found at MyFedLoan.org/schools on our Training page.
Check out the NSLDS Mail Merge tutorial!

30. Financial Literacy
Budget Central will point you to the most useful information on YouCanDealWithIt.com and MyFedLoan.org to get you started on the right path to a solid financial foundation.
YouCanDealWithIt.com Focuses on the financial future of college students and recent graduates
Offers tools to successfully manage financial decisions
Calculators
Financial Wellness Curriculum
Web Banners
Student Aid Modules
Entrance Counseling
Retention
Exit Counseling

31. Five Star Training Request a customized training webinar.
Overview of Products & Services
Portal Navigation
Monthly webinars are available on various topics:
FedLoan Servicing Products & Services
Default Prevention & Financial Literacy
Policy and Compliance
Professional Development
Visit MyFedloan.org/schools/training to learn more about all of the training opportunities available.

32. Contact Information
If you or anyone at your institution would like more information about FedLoan Servicing, please call or
If your student borrowers need assistance, they can call or follow the 'Contact' link at

33. Your Dedicated Sector Representatives
Public & Proprietary
Private/Graduate & Professional
Diona Brown
Facebook.com/fedloanpublic
Facebook.com/fedloanproprietary
Lisa Ciritella
Facebook.com/fedloanprivate
Contact us if you have any questions!

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