"It's really rewarding to know our work can have a positive impact on customers' lives."
Get to know: Amanda
Customer Correspondence, Delaware
Our customers receive information from us in many ways: letters, emails, our website, and more. We know they're busy people, so we want every touch point to be helpful, clear, and succinct. Amanda and her team are behind many of those communications.
"Many of us are student loan borrowers too, so we try to put ourselves in our customers' shoes," Amanda says. "Rather than a one-size-fits-all approach, we work to understand details like customers’ life stages and the status of their loans. This context helps us determine the right information and resources to highlight at the right times, so customers can make informed decisions."
An example was enhancements Amanda’s team made to communications during critical periods such as graduation time to help customers prepare to start repaying their loans. "Every day, we’re helping more people learn about repayment options and making it easier to enroll in programs such as income-driven repayment plans," she says.
Amanda notes that teamwork plays a critical role in developing effective communications. She says, "We are constantly collaborating, bringing together diverse points of view and carefully choosing our words and messages. It's really rewarding to know our work can have a positive impact on customers' lives."