Sallie Mae has moved all customer service for its $9.7 billion private education loan portfolio to the United States. The decision is not expected to result in additional customer service jobs in Delaware. Sallie Mae is headquartered near Newark.
The decision is part of the company’s $5 million investment in enhancing customer service, according to a release.
“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, CEO.
“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 customer experience management company, for servicing support. Sallie Mae’s decision to locate its private education loan customer service in the United States will add about 250 jobs at Teleperformance facilities in Abilene, Texas and Hobart, Ind. The job move is not expected to affect local employment numbers at Sallie Mae, which employs about 680 here, a spokesman stated.
“Teleperformance is proud we have been selected to provide high-quality customer service in both Texas and Indiana for Sallie Mae. This client places the utmost importance on a great experience for their customers,” said Paulo César Salles Vasques, CEO, Teleperformance Group. “Based on Sallie Mae’s mission, we are also really excited in helping students fulfill their education and reach their full individual potential.”
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, according to a release.
The company already rolled out a new online resource—Managing Your Loans— to help customers manage their private education loans.
Sallie Mae was split into two publicly traded companies, Navient and Sallie Mae. Navient, which provides a number of student loan services is headquartered in Wilmington.
