NCO has served clients in higher education for over 30 years, and our experience is directly reflected in our ability to drive results. Our representatives have the specific training and experience to successfully service education receivables. They are familiar with the requirements of Title IV student loan programs, including FFELP and Perkins loans. They are trained to perform with sensitivity to the circumstances of student borrowers while observing the best interest of our collection partner. We have designed, implemented, and successfully provided collection programs according to the unique requirements of our clients and in strict compliance with all applicable laws and regulations. Our education clients include public and private schools, two-year and four-year schools, state guaranty agencies, lenders, servicers, and the U.S. Department of Education. We also actively participate in NCHELP and COHEAO's debt management committees, networking with industry leaders to monitor issues impacting the management of student debt in the FFEL programs.

NCO is the preferred partner of numerous state and national guarantors providing post-default recovery solutions for FFELP providers. In providing these collection services, we work individually with each client in developing the collection strategy that is best suited to the financing model employed by the client. Our collection programs are designed to conform to the requirements of all federal and state laws and regulations. Within these regulations, NCO's collection professionals have a unique understanding of the loan programs available to students and are prepared to discuss the various repayment options available to borrowers to resolve educational-related debt. We have effectively managed the recovery of federal student loan debt and optimized returns for our Guaranty Agency partners through the proper utilization of collection tools such as loan rehabilitation, loan consolidation, national directory of new hires (NDNH) and Administrative Wage Garnishment (AWG).

Default Prevention
NCO works with lenders and servicers to assist in the process of bringing delinquent accounts current before they enter into a default status. Working closely with our clients, we develop a strategy that maximizes borrower contact and awareness of their student loan debt and in turn minimizes the incidence of default. Our programs have proven to be effective components in reducing our clients overall default rates.

Delinquency Management/Default Aversion
NCO has developed a third-party collection service for its clients. This service uses customized collection letters and telephone contact campaigns to maximize default aversion efforts on borrowers that the institution may not have the internal resources to do. We provide default aversion collection services that enable guaranty agencies to better control their at-risk borrowers by quickly curing accounts while maintaining a positive relationship with all borrowers.

Post-Default Collection Services
NCO provides a wide range of non-core revenue management services such as Accounts Receivable Management (ARM) and post-default collections to clients by utilizing an extensive technological infrastructure. While default aversion has become an increasingly valuable tool to work with borrowers prior to default, post-default collection activity remains an integral part of a responsible and fiscally sound federal student loan program. NCO applies personnel, facilities, technology and expertise to deliver post-default collection services that improve cash flow and increase recovery rates for student loans originating from FFELP.

Outsourcing and Customer Relationship Management Service Programs
NCO Education Services provides effective and efficient outsourcing solutions. NCO is a leading outsourcing provider to higher education institutions and guaranty agencies. NCO offers extensive inbound and outbound, outsourced customer care capabilities. Whether the preference is voice, email, chat, IVR, or any combination as the method of choice for interacting with borrowers, NCO is equipped to deliver the results our clients need. Even if bilingual expertise is required, NCO can deliver. We provide a variety of customer-focused solutions, including:

Customer Marketing & Sales
NCO supports inbound and outbound sales efforts by conducting customized programs designed to acquire new customers, renew current clientele, and win back or win over targeted borrowers. We execute every phase of the sales order process, pre- and post-sale, from answering product related questions and making sales presentations to up selling, cross selling and order processing.

Customer Service
NCO has in-depth experience handling customer service inquiries such as billing questions, product and service inquiries, and complaint resolution. We also place calls on behalf of clients in welcoming new customers, retaining current customers, delivering notifications and conducting market research or satisfaction surveys.

Consulting Services
Customers are every business' greatest assets. Not only do we offer services to assist in a guaranty agency's customer relationship management, but we also offer consulting services to help determine the most efficient way to maintain the provider's most valuable assets. We partner with guaranty agencies to analyze, observe and recommend cost-effective solutions and improvements. Our expertise gives us an outside view and an expert approach to make call centers and customer management facilities run efficiently.

Facilities Management
NCO is a leading authority in call center management, known for providing efficient, customer driven service; reducing operational costs enterprise wide. For over 78 years, NCO has successfully and cost effectively managed a growing number of call centers throughout the United States, and internationally. Efficiently managing call centers is our core business. We will take operational responsibility for an existing facility when you decide that outsourcing to an alternate location is not in your best interest. Our responsibilities start and stop where you decide.

NCO's Customer Relationship Management and Outsourcing Service Programs offer guaranty agencies a broad range of services to meet every agency's desired outcome. Our services are designed to operate as an extension of our client's office and are customized to specifically fit every agency's service and revenue expectations.

NCOePayments™
Our integrated payment solutions efficiently serve students, helping to increase payments and grow revenue for the institution. We offer students secure payment options via the telephone and Internet. Our flexible and completely customized solutions include:

• Interactive Voice Response (IVR) Solutions
  NCOePayments provides the opportunity to offer students multiple payment options. NCO can implement a customer-friendly and convenient IVR payment solution quickly and effectively. Students experiencing difficulty with the IVR system will be transferred to an NCOePayments representative who will help them with completing the payment process.
  
  
• Call Center Solutions
  Using NCO's advanced extranet technology, your call center representatives can take payments using NCO's proprietary, customizable payment entry screen. Client representatives can log on to the NCOePayments extranet portal from their call center using a web browser, password, and office code. Representatives then enter payments directly into our database.
  
  
• Internet
  NCOePayments also offers an integrated Internet payment solution that is available 24 hours a day, 365 days a year. Utilizing this version of NCOePayments allows students to link directly from the college's website to the NCOePayment site and make direct payments into a secure, centralized database.
  
  

NCOePayments gives students automated payment options, over the phone and the web, without the capital investment of our higher education clients.

NCO Collection Tools

Borrower Payment
This post-default collection tool has been and will remain our primary focus for counseling borrowers back to repayment.

Rehabilitation
Along with borrower payments, loan rehabilitation is a powerful post-default collection tool. It is the least costly approach for American taxpayers and assists borrowers in restoring their credit rating

Administrative Wage Garnishment (AWG)
AWG allows for the recovery of federal student loan debt without resorting to judicial power and without the extensive costs of litigation. It is sometimes used as a collection tool of last resort applying to borrowers who refuse to repay their student loan voluntarily.

Consolidation
Loan consolidation provides millions of borrowers the opportunity to restructure student loan debt and make repayment more manageable. For those borrowers having difficulty managing repaying multiple student loans, the option of one loan payment, as well as lower monthly payments through extended repayment terms, has helped reduce the risk of default.

• FFELP-Qualifying payments are required by borrower for this program
• FDSLP-William D Ford loan consolidation program offers extended repayment terms with fixed payments over a thirty-year period

Administrative Resolution
NCO qualifies and processes borrowers loans that qualify for other resolutions on:

• Deferment/Forbearance
• Death/Disability
• Bankruptcy
• Incarceration
• Closed School/False certification