Faces of Nelnet: Chris Staggs, Nelnet School Service Center Analyst
Jodi Miller: What does “superior customer service” mean to you?
Chris Staggs: This makes me think of an email I received last week. A student sent a payment to the wrong place to fix an error, and the school was bounced around in their attempts to find it and fix it. The Financial Aid Officer was exasperated because one servicer had told her to contact NSLDS; another servicer had told her to contact the Department of Education, and NSLDS had advised her to call us. I researched her issue and sent her a response. I explained that I was responsible for getting her an answer, how long it would take, and that I would be in touch with any developments. She replied to me with a grateful email, highlighting that she appreciated the personal service. It’s always nice to be appreciated, but it’s especially nice when it’s for something that shouldn’t be the exception.
Jodi: Please describe a typical day for you.
Chris: After starting my morning with a healthy breakfast of Pop-Tarts and coffee, I follow-up on existing cases and go through my inbox in between servicing calls. Most of the calls I take are either loan status inquiries, Financial Aid offices or 3rd-party servicers calling in with the student on the phone, or Nsight questions. Most of the time, we can resolve everything while we’re on the phone. However, there are times when I need to work with different departments within Nelnet or different external organizations to get the resolution the school needs; that requires additional calls, e-mails, and follow-up. Also, since I’ve been working in Loan Servicing and/or Originations since 2007, I try to be a resource for other Nelnet associates who don’t have the same experience.
Jodi: How does your job provide the greatest impact on Financial Aid offices?
Chris: We are the first line of response if a school has any processing or disbursement questions. As a result, we feel if a Financial Aid professional has any technical questions regarding a specific student loan account or needs to be 100% sure an adjustment or update is processed correctly, we are the best resource a FAO can have.
Jodi: What has been your biggest work-related challenge during the past six months?
Chris: The last six months have been relatively peaceful compared to the previous three years. :-) Recently, we’ve been working really hard on Nsight, our web product, to try to make improvements and make it a better product for our school users.
Jodi: Tell me about your favorite vacation experience.
Chris: I went to the mountains in Colorado two summers ago, got a hotel room in one town, and spent a week and a half riding my motorcycle around the state with nothing but the clothes on my back and a camera, and was back in the same room every night. It was an amazing experience.
Jodi: What are you most looking forward to doing this summer?
Chris: One of my cousins is getting married in Illinois in June, and it will be the first time in almost a decade that the full family is getting together. It should be fun.
Jodi: If you could describe yourself with one word, what would it be?
Chris: Really wordy.