Notes

Always write customer's email on dialler pad or comment section in VC.

Email address : Take email address properly, follow navi call list. Make sure that you will get a correct email address otherwise you cannot pull up the student loan file.


How to open a student loan file in FSA portal :

1.Ask the customer for registered email address or registered phone number
2.Then ask date of birth then enter the wrong passwod 3 times. After that customer's account get locked.
Then there are two ways to regain the account one is via text and the other one is through email.


Script regarding email address (via text message)

Thank you for providing the information and yes i can see your loan file is associated with this phone number. However, for the correct person verification will
you able to confirm me/verify me your date of birth just your date and month i don't need the year. Thank you for confirming me the date of birth and yes iam able to see your loan account however i told you that your loan
account is locked so in order to regain it what we have done we have sent you six digit secure code in form of a text message on your registered phone number . Can you please check it we have sent it from department of education portal.
Can you please confirm me that. Thankyou for prvoiding me the code let me repeat it back to you. Thank you for confirming me that and yes i was able to unlock the account for you. Now what i'll request from you to do is kindly grab a pen and a paper and let me know once you are ready.
What i am going to do is provide you few important information related to your student loan. Once the customer say he/she is ready then.
1. Outstanding principal
2. Outstanding Interest
3. Verifying the lender name
Note : Make sure you follow the MM//DD//YY format regarding Date of Birth

Script regarding email address (via email address)

Thank you for providing the information and yes i can see your loan file is associated with this email address. However, your student loan file is locked but don't you worry iam going to help you out on this. But for the correct person verification will
you able to confirm me/verify me your date of birth just your date and month i don't need the year. Thank you for confirming me the date of birth and yes i was able to locate your student loan file and what i have done in order to unlock your student loan
file we have sent you six digit secure code in your registered email address. Can you please check it we have sent it from department of education portal. The email address sent it to you through [email protected]. may i ask do you have it. in case customer say no then
i'll request you to take your time and kindly refresh your gmail/or any other email inbox or some time you can find it in your spam or junk folder. Thankyou for prvoiding me the code let me repeat it back to you. Thank you for confirming me that and yes i was able to unlock the account for you. Now what i'll request from you to do is kindly grab a pen and a paper and let me know once you are ready.
What i am going to do is provide you few important information related to your student loan. Once the customer say he/she is ready then.
1. Outstanding principal
2. Outstanding Interest
3. Verifying the lender name