Department
What department would you use to submit an IDQ to process a refund?
What is the Accounting department?
A borrower in an In-School status is requesting a statement containing an estimate of their monthly payment under the Graduated Plan for their mortgage lender. Which department, category, and queue would you submit?
What is Loan Servicing>Miscellaneous>Borrower requested letter?
A borrower calls in requesting to permanently remove their In-School deferment, which IDQ would you submit? (Department, category, queue)
What is to permanently remove an In-School deferment, the borrower must submit their request in writing.
What department would you submit an IDQ for an alleged death?
What is the Loan Servicing department?
A borrower calls in and wants to remove the additional amount in their Auto Debit, which department, category, and queue name would you submit?
What is Accounting>Auto Debit Request>EFT Inquiry & Late EFT?
A borrower calls in asking for the original paperwork for their loans. What IDQ would you submit? (Department, category, queue)
What is Support Services>MPN Request?
What department would you use to submit an IDQ to update a borrower's enrollment information?
What is Loan Servicing?
A FFEL borrower calls in and mentions they have been affected by COVID-19 and cannot make a payment this month. After going through call flow, and no options are a good fit, which IDQ would you submit for the National Emergency Disaster Forbearance?
What is Loan Servicing>Forbearance>Disaster Forbearance?
A borrower calls in wanting to change their due date but they are paid ahead. Which IDQ would you submit to remove the paid ahead status? (Department, category, queue)
What is Accounting>Payment Reapplication and Research>Temporary removal of paid ahead
What department would you submit an IDQ to request an MPN (Master Promissory Note)
What is Support Services?
A borrower called in because they submitted a payment but has not yet posted. Later to find out that the payment was sent to the incorrect address. What IDQ would you submit to locate this payment? (Department, category, queue name)
What is Accounting>Payment reapplication and research>Payment Research - Payment sent to?
A borrower calls in requesting to update their address but you find out that they're not moving until 2 weeks from now. Which IDQ would you submit? (Department, category, queue)
What is Support Services>Future address/phone number?
What department should you submit an IDQ to request for a borrower to only receive calls after 5pm?
What is Legal and Consumer Lending Compliance?
A PPL borrower calls in for a PP borrower deferment, we confirmed that there is an updated audit trail indicating the student in currently enrolled at least half-time. What IDQ should you submit to place this deferment? (Department, category, and queue name)
What is Loan Servicing>Deferment>Enrollment -Clearinghouse/NSLDS?
What is the criteria that needs to be met in order for the Semester Bridge deferment to be used?
What is