Frequently Asked Questions for Schools (PDF) - Sallie Mae

Frequently asked questions For schools
whom do i call for assistance?
Sallie Mae’s CollegeServ ® team of dedicated professionals
provides expert help to schools. You can contact
CollegeServ at 1-888-2-SCHOOL (1-888-272-4665) between
8 a.m. and 8 p.m. ET, or via email at
CollegeServ@SallieMae.com.
how do i determine which students (or parents)
are with which servicer?
The National Student Loan Data System (NSLDS)
introduced a report in January 2011, the School Portfolio
Report (SCHPR1), which provides information on all Direct
Loans and/or FFELP loans from all servicers. The report
includes the ID for the servicer on each loan and
delinquency information.
Please see NSLDS Newsletter 29 for detailed information.
how do i find the Guaranty Agency (GA)
or lender/servicer codes for the federal
loan servicers?
The GA codes are used in reports provided by the NSLDS and
identify the federal servicer for each loan. The codes are:
GA Code Servicer Code
Sallie Mae—Department of
Education Loan Services
578 700578
FedLoan Servicing (PHEAA) 579 700579
Nelnet 580 700580
Great Lakes Educational
Loan Services, Inc.
Department of Education
581 700581
Student Loan Servicing
Center (ACS)
577 700577
Direct Loan Servicing
Center (ACS)
583 700583
how often does sallie Mae ® update nslds?
Sallie Mae—Department of Education Loan Services updates
NSLDS weekly.
how do i find servicing information on loans
owned by the department of education (ed)
that are serviced by sallie Mae?
You can view servicing information about the loans we
service for your students and parents on behalf of ED
through OpenNet ® , Sallie Mae’s online loan delivery
and servicing platform. You can access OpenNet at
OpenNet.SallieMae.com. Select “View Department of
Education Servicing Data” under Servicing Information
from the Main Menu.
Obtaining Access: Contact CollegeServ to request access.
Important Note: Only administrator users and users with
administrative rights automatically have access to the
servicing information links on the OpenNet Main Menu.
Administrators may grant access to other users at your
school through “User Maintenance.” If you don’t have a
login for OpenNet, please contact CollegeServ to
request access.
where can i find contact information for
sallie Mae—department of education loan
services and the other federal loan servicers?
Contact information for all federal loan servicers can be
found on the Information for Financial Aid Professionals
(IFAP) website.
Contact information for Sallie Mae—Department of
Education Loan Services is provided below.
Servicing Contact Information
School Inquiries: 1-888-272-4665
School Fax: 1-800-828-0250
Borrower Inquiries: 1-800-722-1300
Borrower Fax: 1-866-266-0178
Borrower Int’l Telephone: 1-317-806-0580
Borrower Int’l Fax: 1-570-706-8563
TDD: 1-877-713-3833
Payments
Sallie Mae—Department of Education Loan Services
P.O. Box 740351
Atlanta, GA 30374-0351
Correspondence
Sallie Mae—Department of Education Loan Services
P.O. Box 9635
Wilkes-Barre, PA 18773-9635
For school use only. not For borrower or student distribution. 1

can students make payments on their
ed-owned loans while in school?
Yes. Students can make payments while in school using our
fast and secure “Pay Now” feature after they access their
account online at SallieMae.com. They may also mail
payments to:
Sallie Mae—Department of Education Loan Services
P.O. Box 740351
Atlanta, GA 30374-0351
what communication should my students and
their families expect to receive from sallie
Mae — department of education loan services?
Customers receive a welcome letter at the time their loans
are assigned to Sallie Mae for servicing. The letter includes
contact information, instructions on how to use our online
account management tool at SallieMae.com, payment
instructions, and other useful information.
To help with default prevention, Sallie Mae uses state-of-theart
calling and letter campaign models to aid in successfully
communicating with customers. We also use proven default
aversion techniques and technologies to contact borrowers
and encourage them to become current, thereby supporting
a low delinquency and default rate for your school.
how do students request deferments or
forbearance?
Customers can access their account online at SallieMae.com
to learn if they are eligible for a deferment or forbearance.
In many cases they may submit the request online or print
and mail the form to Sallie Mae for processing. The mailing
address is:
Sallie Mae—Department of Education Loan Services
P.O. Box 9635
Wilkes-Barre, PA 18773-9635
The customer can also call Sallie Mae—Department of
Education Loan Services at 1-800-722-1300 for assistance
during our normal business hours, Monday–Thursday
8 a.m.–9 p.m., and Friday 8 a.m.–8 p.m.
how do i know if my student’s account is
past due?
You may view servicing information on individual accounts
using OpenNet or you may use ASG-DocumentDirect ® for the
Internet (DDI) to obtain reports for past due customers that
Sallie Mae services on behalf of ED. Information concerning
a specific account may be viewed on the OpenNet Account
Servicing Summary page, including Number of Days Past
Due on Most Delinquent Loan(s), Total Amount Delinquent,
Days Delinquent, and Amount Delinquent.
where can i find reports to help with
delinquency and default prevention?
DDI provides several reports to help schools with this
effort. The reports are easily accessed from
OpenNet SallieMae.com by selecting Document Direct under
School Log-In. DDI provides the ability to create customized
folders, download and print multiple versions or sections of
a report, and manipulate report data for easy exporting.
Standard Reports:
The following standard reports are provided for all schools
and can be found in DDI in the ED-Reporting folder:
ED Past Due Loans File (2 Cohort Years). This monthly
report lists any loan that we service on behalf of ED where
the borrower’s loan is delinquent more than one day.
ED Past Due Loans File (3 Cohort Years). Available weekly,
this report identifies loans that entered repayment during
the past three cohort years that are more than one day
delinquent.
NSLDS also provides many useful reports to help with
delinquency and default prevention.
what other types of reports are available for
schools?
Additional standard reports found within the ED-Reporting
folder are:
ED School Portfolio Detail Report. This semi-monthly report
provides comprehensive and detailed loan level information,
including: borrower contact information and email address,
past due amounts and dates, principal and interest amounts,
deferment and forbearance time used, repayment plan type
indicator, and much more.
ED School Portfolio Summary Report. This semi-monthly
report shows the total number of loans, borrowers, and
outstanding principal balance grouped by post disbursement
loan statuses (School, Grace/Interim, Current, Delinquent,
Deferment, Forbearance, Transfer to DMCS in Process, and
Inactive). The report is available at the campus, school, and
corporate school group level.
For school use only. not For borrower or student distribution. 2

Reports Available Upon Request
The following weekly report is available in DDI and is
available upon request. Please contact CollegeServ ® to
request access.
ED Repayment Status Past 6 Month/Forecast 6 Month.
This report helps schools conduct preventive outreach in
default management. The report identifies loans that entered
repayment within the past six months or are scheduled to
enter repayment within the next six months.
Because this report is intended to help schools prevent
delinquencies before they happen, loans that are already
delinquent (and thus appear on the ED Past Due Loans
Reports) will NOT appear on this report.
does sallie Mae—department of education
loan services offer training?
Yes. Training videos, servicing guides, and other
useful information are available from the school Main
Menu on OpenNet. Sallie Mae also provides periodic
webinars with Q&A sessions; replays are available at
SallieMae.com/EDServicing. Please contact CollegeServ if
you have questions or need assistance on any topic.
what type of information is sent to schools
regarding sallie Mae—department of education
loan services and when?
Sallie Mae sends a servicing guide to a school around the
time that ED assigns its first loan from the school to us for
servicing. The guide provides an overview of the functionality
available in OpenNet, information about reports available
on DDI, and contact information. The guide is available at
SallieMae.com/EDServicing.
how do i send returns and refunds for federally
owned loans?
• Direct Loans—All returns and refunds for Direct Loans
should be submitted through the Common Origination
and Disbursement (COD) system.
• FFELP loans sold to ED (Put loans)
Mail refund checks to:
Department of Education
P.O. Box 530267
Atlanta, GA 30374-0267
what is being done to address split-serviced
borrowers?
The Department of Education, Federal Student Aid (FSA) has
a Direct Loan Transfer Initiative to resolve situations where
borrowers have federally owned loans assigned to multiple
federal servicers.
Your students should be encouraged to know and contact
their servicer. Servicer information is easily found within
NSLDS Student Access.
what do i tell my students to make this process
easier for them?
We recommend that students visit SallieMae.com to quickly
and easily create a user ID and password to manage their
account. Online account access has many features including:
• Access and update account information and view
repayment options
• Make a one-time payment or sign up for automatic debit
• View and download statements and correspondence
• Download forms or find options if they are having trouble
making payments
• Send email correspondence to Sallie Mae
contacts
Sallie Mae—Department of Education Loan
Services welcomes your feedback. Please contact
CollegeServ at 1-888-2-SCHOOL (1-888-272-4665)
or at CollegeServ@SallieMae.com to share
suggestions and comments.
You can also visit SallieMae.com/EDServicing
to submit suggestions via email.
The Sallie Mae logo, Sallie Mae, OpenNet, and CollegeServ are registered service marks of Sallie Mae, Inc. All other trademarks are the property of their respective owners. SLM Corporation and its
subsidiaries, including Sallie Mae, inc., are not sponsored by or agencies of the United States of America. Copyright 2012 by Sallie Mae, Inc. All rights reserved. SMES-MKT5222C-0712
For school use only. not For borrower or student distribution. 3