Call Point-Deductions
This penalty is applied when a phone representative allows more than 10 seconds of dead air during a call. (The actual numerical point deduction)
5-point deduction (9USDS)
This ADE is sent to a customer after their account has been brought current, providing the required Forbearance Next Steps follow‑up information.
GWU6
This is the process of changing an arranged schedule of payments (monthly payment amount and/or terms) on a loan and takes place anytime one of the following occur: MPA changes, Status Changes, Interest capitalizes or the interest rate changes.
Re-disclosure (KS: 114732)
The interest rates on federal student loans are set by ________, not by the U.S. Department of Education.
Federal Regulation (KS:114052)
A borrower that is employed by a U.S. federal, state, local, or tribal government or not-for-profit organization may be eligible for this.
PSLF
This penalty is applied when an agent does not follow the required repayment hierarchy during a call. (The actual numerical point deduction)
15-points (4USDS)
This is a process of arranging scheduled payments (monthly payment amount and/or terms) for the borrower. (a loan must be fully disbursed before this takes place)
Disclosure (KS: 114732)
Interest ___________ occurs when any unpaid outstanding accrued interest is added to the outstanding principal balance of the loan. When this happens, the loan balance increases and will result in the borrower paying more over the life of the loan.
Capitalization (KS: 114052)
This is a payment postponement for borrowers who return to school at least half time after the Grace Period (GRCE) has been used.
In-School Deferment (KS:113826)
This penalty is applied when an agent fails to properly validate a customer’s account before proceeding with account information. (The actual numerical point deduction)
10-points (3USDS)
This ADE is sent to a borrower for instructions on how to apply for Borrowers Defense to Repayment
GP5S
This CLASS screen is used to select the bill group and change the due date on an account.
CLASS 121 (KS:114732)
This means paying a loan with regular monthly payments and the amount owed (balance) goes down with each payment.
Amortization (KS: 114052)
____ are lender provided incentives that typically result in lowering the cost of the loan when the borrower maintains or achieves certain eligibility requirements. They are generally offered at the time of origination by lenders based on loan program, product code, academic year, and/or first disbursement date.
Borrower Incentive Programs (BIPs) (KS:107120)
This penalty is applied when an agent fails to enter a clear, complete, and detailed description of the call in their documentation. (The actual numerical point deduction)
10-point deduction (10USDS)
This ADE is sent when a borrower is made aware of the delinquency but declines to resolve the account.
GWN8
When a borrower pays a loan in full, the account is archived and transferred here.
CLASS Y-Database
This is an interest rate that never changes, even if the loan is in a non-repayment status.
Fixed Interest Rate (KS:114052)
This is the U.S. Department of Education's central database for student aid that receives data from schools, agencies that guarantee loans, the Direct Loan program, and other U.S. Department of Education programs. It provides a centralized, integrated view of Title IV loans and grants that are tracked through their entire loan life cycle.
NSLDS (National Student Loan Sata System)
This penalty is applied when an agent fails to send the required self‑service documentation and next‑step instructions, such as forms GXT8 or GWU6.
10-point deduction (6USDS)
This is an ADE sent that assists the borrower with printing an account letter for a mortgage company.
GP5Y
A loan is considered _______ when the next payment is due at least two months in the future.
Paid Ahead (KS: 114726)
These are used to inform the borrower of their principal balance, interest, total balance and interest rate. They are usually sent quarterly or semi-annually once the loan is fully disbursed and sent during In-School (SCHL), Grace (GRCE), deferment and forbearance.
Interest Notices (KS:114052)
A filed claim (FCLM) can be avoided/averted/recalled if action is taken to reduce the delinquency below ____ days, before the account reaches day ___.
270, 360 (KS: 114593)