The government offers many options to make federal student loans more affordable. But we noticed that many people — especially those who were behind on their payments — were struggling with the government’s complex enrollment process. So we designed a solution.
Today, our phone representatives gather the necessary information from past-due borrowers and populate the required forms. Borrowers can then simply sign their customized forms electronically and upload a snapshot of their paystub.
In our pilot program, more than half of borrowers who used eSign returned their income-driven repayment plan applications in one day, and the overall response rate nearly tripled.
Much has been said about education debt in America. Navient has more than 580 million interactions with student loan borrowers every year, providing us with a front-row seat to what works and what doesn’t.
We have long advocated for changes that would improve outcomes for borrowers:
We have also advocated for policies such as bankruptcy reform that would allow federal and private student loans to be discharged after a good faith effort to repay and a one-time credit report retraction for student loan borrowers who have some delinquencies but have established steady repayment.
Navigating student loans can be complicated. We believe in making the journey as smooth as possible by providing service that is easy, reliable, and supportive. Here’s how.
Inspired by real stories, these short videos show how borrowers are successfully repaying their student loans and applying their degrees to pursue their dreams, improve lives, and support their families.
Geneva always knew she wanted to be a professional musician. With scholarships and federal student loans, she was able to pursue the best education possible.
The COVID-19 pandemic changed how and when Geneva worked causing new financial hardships. Navient was there to ensure she got the help she needed.
Kristal used her student loans to get her undergraduate and graduate degrees.
Those degrees helped her become a successful director at an ambulatory care center in Ohio, placing her on the frontlines of the COVID-19 response.
For Valerie, each call is personal to her heart and work. The voice and story on the other end of the line are what drives Valerie to do even more for customers during this time. We are honored to have her as part of Team Navient. Valerie continues to be moved by customers’ perseverance and positive outlook.
Customer interactions have changed significantly since the COVID-19 crisis began. So many people have lost so much, but they are still able to look on the bright side of things. For instance, I’m reminded of a customer in Oregon who lost her job after it had taken a lot of work to get. It was a tough blow for her. Then, her husband was laid off too. They could no longer afford to stay in their home, so they had to move in with her grandmother. I had tears in my eyes just listening to her story. But even while I was there to help her, she taught me something that day. She said, “Although it’s been a rough transition with two small children, there is a silver lining: Grandma needed us just as much as my family needed Grandma.” Knowing that I could help this family remove some of the pressure of the student loan payments really warmed my heart.Working for Navient allows me to use my gifts and talents to better the world around me. An encouraging word spoken at the right time can change the outcome.
Patti helps borrowers stay on track by getting them into the repayment program that’s best for them. Patti understands personally what it’s like to be in default with her student loans, so she has a mission: help borrowers by providing a path that works. She wants to provide people with the same care and support she received from her own friend.
My job is to help people by offering them opportunities to get their student loans out of default and out of collections. I listen to them and try to help them with the best program that I can. I understand the struggle that some borrowers have when their loans are in default and their tax refunds are being taken by the government. A few years ago, before I started working at Navient, my loans were in default too. My husband had abandoned me with three children and no way to support myself. If it weren’t for a friend who worked here who assisted me with getting my loans back into good standing, I might still be struggling with my loans.A lot of people hear “debt” or “collections” and automatically think our job is just to take people’s money and not help them. But federal student loans have so many options, including options where you pay just a small percentage of your income. I’m proud to be working for Navient, helping people with their student loans.
In just four minutes, learn about The Career Playbook, an introductory course that provides insights on choosing a career path, what industry leaders look for in their new hires and the importance that plays to the loan repayment process.
Follow us on Medium as we present tips and best practices for student loan repayment success. Learn from actual borrowers and financial literacy experts on the ways they have made their finances work for them.
Analyzing the behaviors of 6.8 million student loan borrowers who have successfully managed their payments, we developed 5 tips for those who want to become successful borrowers.
“I appreciate this new process wholeheartedly. I initially spoke with a representative who took my information to pre-fill the application. All I needed to do was to sign the application online. Got assistance with that, signed and received my approval. Two steps. Thank you Navient.”
“Great customer service, and very helpful. Signing online made everything easier and fast.”
“The agent I spoke with was very helpful in making me aware of the online recertification process, and made sure I understood how to complete the form and upload my documents. The agent made me feel as if I was her only call for the day... this was my first time experiencing such patience and care for me, the customer!”
We Take Social Responsibility Seriously
Through our Elevate platform, Team Navient is committed to making our world a better place.
We aspire to always follow responsible and sustainable business practices, adhere to good corporate governance, empower our employees to bring their whole selves to work and give and volunteer in our community.
National Partnership
Navient is excited to partner with Boys & Girls Clubs of America to bring career and college planning resources to support equity for youth, including those from under-resourced communities.
The Environment
We are focused on the reduction of greenhouse gas emissions in our corporate operations. We emphasize electronic communications and transactions to reduce wasted paper.
Diversity & Inclusion
At Navient, we are committed to creating a workplace where employees are welcomed and respected for who they are as individuals. We believe that our employees and workplace thrive when we are authentically inclusive.
Board Diversity
Navient has been recognized by several organizations for board diversity – 50% of directors are women.
Together, the board reflects diverse industry backgrounds, skills, and experiences.