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The Student Loan Ombudsman Network: Options for Student Loan Issues

Session C-22 . The Student Loan Ombudsman Network: Options for Student Loan Issues. Grace Bartini American Student Assistance Lynel McFadden Thaddeus Bartkowiak U.S. Department of Education. The Ombudsman Role:.

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The Student Loan Ombudsman Network: Options for Student Loan Issues

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  1. Session C-22 The Student Loan Ombudsman Network: Options for Student Loan Issues Grace BartiniAmerican Student Assistance Lynel McFadden Thaddeus Bartkowiak U.S. Department of Education

  2. The Ombudsman Role: • Is an impartial, confidential resource for resolving Federal Student Aid complaints informally • Works cooperatively with student borrowers, institutions, lenders/servicer, guaranty agencies and related parties • Does not force solutions, reverse decisions, or mandate actions • Reports trends, activities and effectiveness

  3. The Student Loan Ombudsman Network In Action… Student Loan Ombudsman Caucus Agency FSA Ombudsman Contact Agency Contact Contact Agency Student Aid Industry: Trends, Issues, Training, Outreach, and Communication 2007-2008 à Multi Directional Exchanges

  4. Case Escalation Process Borrower contacts their lender/servicer Agency uses their escalation path in an attempt to resolve dispute. Escalation may include referral to supervisor, manager or guaranty agency Ombudsman. If issue is still not resolved, agency Ombudsman will work with the Federal Student Aid Ombudsman to resolve dispute.

  5. How do Students/Borrowers Benefit? • Caucus network provides an in-agency escalation process for problems • If problems remain, students call Federal Student Aid Ombudsman at 1-(877) 557-2575 • Federal Student Aid Ombudsman will work with the student and the agency • Federal Student Aid Ombudsman and Caucus network will use the situation to inform change

  6. Contact Information We appreciate your feedback and comments. We can be reached at: Grace Bartini, Ombudsman American Student Assistance Telephone: (800) 999-9080 ext. 4512 E-mail: bartini@amsa.com Lynel McFadden, Ombudsman Specialist Thaddeus Bartkowiak, Ombudsman Specialist U.S. Department of Education, Federal Student Aid Telephone: (202) 377-3800; Facsimile: (202) 275-0549 Web site: www.ombudsman.ed.gov E-mail: lynel.mcfadden@ed.gov E-mail: thaddeus.bartkowiak@ed.gov

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