Joint Task Force To Examine Student Loan Servicing Challenges


Contact: Beth Maglione
VP of Communications
(202) 785-6944


NASFAA, NDSLC Partnership To Result in Loan Serving Report - and Recommendations for Improvement

Washington, DC – June 17, 2014 – The National Association of Student Financial Aid Administrators (NASFAA) is pleased to announce a new partnership with the National Direct Student Loan Coalition (NDSLC) to create a joint Task Force on student loan servicing issues. 

The Task Force will focus on understanding current servicing practices and making recommendations to the Department of Education’s Office of Federal Student Aid—and loan servicers—on how to improve the process for student borrowers. The work will primarily focus on improving the servicing contracts and individual servicer practices within those contracts. 

“Over the last several years, financial aid administrators have voiced concern about disruptions, inconsistencies, and lack of quality servicing on federal student loans,” said NASFAA President Justin Draeger. “However, it has been difficult to fully grasp the extent to which servicing problems exist, how widespread they might be, and how servicing practices may differ between various providers. This task force aims to more closely examine and report on these challenges.” 

"As national cohort default rates and student debt rise, it is important that students who want to make their loan payments can," added NDSLC Chair Chuck Knepfle. "This task force will help identify and recommend ways to improve communications and offer more effective repayment options to borrowers. It makes complete sense for NASFAA and the NDSLC to align our expertise and experience to achieve the common goal of helping borrowers through the repayment process." 

The task force will serve in an ongoing advisory capacity to NASFAA and the NDSLC. In addition, two specific outcomes expected in early 2015 include: 

  • A disclosure report that clearly shows different operational practices between various servicers
  • A report to be delivered to the Department of Education and other relevant agencies containing recommendations for improving federal student loan servicing, clearly indicating (1) areas of deficiency in loan servicing, (2) the extent of those deficiencies, and (3) proposed solutions.

Task Force Members are as follows: 

  • Peg Julius (co-chair for NDSLC), Kirkwood Community College
  • Tami Sato (co-chair for NASFAA), Marshall B. Ketchum University
  • Jodi Gerber, University of California, Merced
  • Anna Griswold, Pennsylvania State University
  • Roberta Johnson, Iowa State University
  • Elena Oliver, San Jacinto College
  • Margaret Rodriquez, University of Michigan
  • Tom Sakos, DeVry Education Group
  • Linda Shewack, Columbia University
  • Brent Shock, Miami University

Spokespeople are available to answer questions about the Task Force; please email or call (202) 785-6944. 


The National Association of Student Financial Aid Administrators (NASFAA) is a nonprofit membership organization that represents nearly 20,000 financial aid professionals at approximately 3,000 colleges, universities, and career schools across the country. NASFAA member institutions serve nine out of every ten undergraduates in the U.S. Based in Washington, DC, NASFAA is the only national association with a primary focus on student aid legislation, regulatory analysis, and training for financial aid administrators. For more information, visit