Our Borrower Services

A Brief Overview

Our job is to make sure you and your borrowers succeed, and we’re always doing our best to make sure that happens. This page is meant to serve as a summary of all the communications and resources we provide for your borrowers, so your school has all the information it needs to assist your students in their interactions with Nelnet.

Borrower Communications

Along with establishing a relationship with borrowers through our website and our “Who Is Nelnet?” video, we communicate regularly with borrowers during every stage of their student loan life-cycle (in school, in grace, in repayment, and those borrowers who are delinquent) to make sure they’re getting the most out of their student loan experience.

Comprehensive Timeline

View a comprehensive timeline of our communications to borrowers. To see an overview of the communications we send to delinquent borrowers, including a few sample emails, view our Delinquent Borrower Communication Summary.

Here are just a few examples of borrower communications from each stage:

In School:
Welcome Email
Loan Stages Email

In Grace:
Month 1: What to Expect
Month 4: Account Summary

In Repayment:
Month 1: Repayment Plan Options
Month 3: How to Reach Us

Account Management

Not all borrowers are able to manage their account Monday through Friday, 8 a.m. to 5 p.m., so we have 24/7 customer service to make sure borrowers’ needs are being met.

The easiest and quickest way for them to get answers and manage their account is by creating an online account at Nelnet.com. It’s easy for borrowers to create an account, and we’ve created a tutorial to teach them how to do just that.

When your borrowers create an account and log in, they’ll see their dashboard, which lets them manage their account easily on their schedule. This document walks you through the screens that a borrower sees when they create and manage their online account.

Payments

Along with having unique schedules, borrowers also have unique payment preferences such as:

  • Receiving emailed statements vs. paper statements
  • Making a payment online, on the phone with a live agent, or sending in a paper check
  • Setting up automated payments through our KwikPay® service

There are also several different repayment plans available for borrowers, depending on their financial situation. To explore their multitude of repayment options or to postpone their payments altogether, borrowers can log in to our website, email us at Help@Nelnet.net, or call us day or night at 888.486.4722.

We have several PDFs in our Loan Repayment library to assist you with explaining these repayment options to your student borrowers including:

Online Tools and Resources

Along with receiving regular communication, around-the-clock customer service, and intuitive online account management from Nelnet, borrowers can: