Even though a caller enters their SSN correctly they are stuck in the IVRU until operator assists. IVRU disconnects caller after two minutes. Guaranty agencies telling customer to contact DCS line to stop Federal offset. The GSL database is slow or often unavailable. Slow follow-through commitment with borrowers.
Borrowers think they're getting a good deal.
Offer 'case management'. One database to establish consistent screens. Consistency in procedures. One telephone number for students and borrowers, another number for schools. Do away with close school discharge application and ability to benefit deadline date.