News : Sallie Mae Brings All Customer Service to US
Newark, DE, April 16, 2015 -- Sallie Mae, a saving, planning and paying for college company, announces that it has moved all customer service for its private education loan portfolio to the United States. The decision represents a significant piece of the company’s investment to enhance the overall customer experience this year.
"As a consumer banking business, we are focused on the success of our customers and that means providing a first-rate customer experience," said Raymond J. Quinlan, Chairman and Chief Executive Officer, Sallie Mae. "Customers want – and are entitled to – simple, straightforward and accurate information and counseling. Our goal is to provide that on each and every call. This decision is an important and necessary step to take our customer service to the next level."
In addition to its own customer service operation at company headquarters, Sallie Mae contracts with Telepeformance, a provider in customer experience management, for servicing support. Sallie Mae’s decision to locate its private education loan customer service in the United States will add roughly 250 jobs at Teleperformance facilities in Abilene, Texas and Hobart, Ind.
Training of new Sallie Mae customer service agents in both Abilene and Hobart began in February. As of today, all customer service calls or inquiries related to Sallie Mae private education loans are answered by representatives in the United States.
In addition to the decision to bring all customer service of its private education loans to the United States, Sallie Mae will also launch several additional servicing enhancements. Later this year, the company will unveil upgrades and improvements to the online customer service experience and the addition of mobile responsive technology. The company already rolled out a new online resource to help customers effectively manage their private education loans.
Posted by Veronica Silva Cusi, news correspondent
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About Sallie Mae:
SLM Corporation is a publicly traded U.S. corporation whose operations are originating, servicing, and collecting on student loans.
Published: Monday, April 20, 2015