Navient Celebrates Anniversary of Military Customer Service Team


11/7/2017 4:00:00 PM

The team is dedicated to providing service members with information on unique benefits and resources for managing student loans.

News

Navient recently celebrated the five-year anniversary of its Military Benefits Team, a highly skilled group of customer care professionals who assist service members with the benefits uniquely available to them, according to a news release from the ACA International member company in Wilmington, Del.

The company was the first student loan servicer to offer a specialized team for military customers.

“We’re proud to offer dedicated student loan assistance to those who serve in the armed forces,” said Greg Beckley, senior director at Navient, in the news release. “These brave men and women often face unique circumstances, especially if they’re far from home. We’re committed to getting them the information they need to ensure they succeed in loan repayment.”

Since its beginning, the Military Benefits Team has stood ready to help thousands of service members and their families with their student loans. In 2012, a team of 10 fielded about 1,500 calls each month. Today, 18 specialists average 5,500 calls per month. Another 23 specialists are exclusively dedicated to processing often-complex military paperwork, according to the news release.

The Military Benefits Team is among the most experienced at Navient and that experience makes a difference to military customers. According to customer surveys, 96 percent of military customers and families rate their satisfaction with the team as excellent.

With a high-touch, case-management approach, specialists help military service members manage their student loans and take advantage of benefits. Those with an existing federal or private education loan may qualify for an interest rate reduction during qualifying military service under the Servicemember Civil Relief Act, Navient reports.

Navient automatically applies the benefit by cross-referencing account records with a U.S. Department of Defense database. Other benefits may include:

  • Military No-Interest Accrual available when service members are in a hostile zone and qualify for special pay;  
  • Military Service and Post-Active Duty Deferment;
  • HEROES Act waiver of documentation requirements attached to certain federal student loan benefits for those serving in connection with a war or other military operation; and
  • Public Service Loan Forgiveness.

Information on these benefits is available on Navient’s website for military members and their families.

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Pictured above: Members of Navient's Military Customer Service Team. Navient was the first student loan servicer to establish a dedicated team to work exclusively with service members. Today, the team celebrates its five-year anniversary. Source: Navient Corporation

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