1 / 18

FSA Student Resources & Ombudsman: Get Answers and Assistance

Access comprehensive service-specific resources for students and families, resolve questions and problems with Federal Student Aid, and learn how FSA improves based on inquiries. Contact various units for assistance.

dustinhorton
Télécharger la présentation

FSA Student Resources & Ombudsman: Get Answers and Assistance

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Session 8 Student Questions: Beyond 1-800-4FEDAID… Debra Wiley Ombudsman Federal Student Aid

  2. 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

  3. 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)

  4. Federal Student Aid Ombudsman • Authorized by Higher Education Act – 1998 Amendments • Available after trying other avenues • Comprehensive research, review, and resolution

  5. 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…?

  6. 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

  7. 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?

  8. 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

  9. 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?

  10. 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

  11. …and issues reaching the Ombudsman FSA Ombudsman 1-877-557-2575 • Loan Cancellation/Discharge • Account Balance • Repayment plans/amounts • Consolidation • Default

  12. What do the students and families expect in contacting FSA? • Accuracy of information • Consistency in responses to similar questions • Specificity to their situation • Timeliness

  13. 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

  14. 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

  15. 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

  16. 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

  17. 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

More Related