Business Services ensures that servicing obligations to clients are being met under the terms and contractual agreements, relevant Loan Program Manuals, and client communications and expectations. They also ensure that client’s needs are being tracked and responded to in a timely manner – collaborating with other organizational staff resources as needed on client request and concerns. Business Services is responsible for all client communication, including initiating, responding, tracking, resolving, and reporting. The Business Services team works with management and existing clients to propose, develop, and expand servicing opportunities.

The Borrower and Loan Services department provides loan servicing for NHHELCO’s Federal and Private loan programs. This unit also provides servicing and maintenance for Rhode Island Student Loan Authority (RISLA) Private loan program. This department is comprised of four distinct business units each with critical roles and responsibilities; however they all share a common vision of providing unparalleled Customer service and quality to their customers.

GSM&R’s Compliance department is comprised of nine employees including an attorney who serves as the vice president of compliance. Many of the staff are longtime GSM&R employees with in-depth knowledge of the FFELP regulations, federal and alternative loan programs, and company operations. The department is comprised of four units – Regulatory Compliance, Data Integrity, Internal Controls, and Information Security.

GSM&R Customer Services’ inbound and outbound call center is responsible for providing service and default prevention activities for New Hampshire Higher Education Loan Corporation (NHHELCO) and Rhode Island Student Loan Authority (RISLA).

The executives are responsible for the administrative oversight and overall operation and financial performance of the NHHEAF Network Organizations. The executive team manages the day-to-day operational, marketing, financial, and technological aspects of the Organizations.

The Facilities and Administrative Operations team is responsible for various daily duties including processing mail, providing receptionists in both 3 and 4 Barrell Court that greet and assist visitors to the Organizations, answer all incoming calls to transfer to the correct departments, and scanning and imaging important documents. The mission of the Facilities and Administrative Operations staff is dedicated to providing an attractive, clean, accessible, safe and well-planned environment to facilitate activities. All efforts of the department are service based, and satisfactory customer service is an essential component and goal of the departmental undertakings.

The Finance department provides timely accurate reporting on the fiscal performance and condition of the NHHEAF Network Organizations. The department is composed of three groups: Accounting, Reconciliation and Payment Processing.

The primary function of the Loan Originations department is the origination and guaranteeing of FFELP loans.

The Claims and Recoveries department is responsible for the present and past default activities on delinquent loans. In representing the guarantor, the claims group contacts borrowers who are pending default in an effort to identity default prevention options. The claims team is also responsible for processing any default aversion requests that cannot be processed electronically and directing incoming calls that are received as a result of default prevention activities to the appropriate servicer.

The Recoveries team is responsible for establishing and monitoring repayment arrangements on defaulted loans. This includes administering the Wage Garnishment, IRS Treasury Offset and Rehabilitation programs. This team also functions as our internal collections department and manages the Mandatory Assignment program which transfers inactive older defaulted loans to the Department of Education.

The School Services team supports school financial aid and business office staff with processing records and determining the status of records at all points of the application process. School Services also provides support and training on a variety of systems used by the financial aid community for processing applications with NHHEAF.

Guarantor Technical Services oversees various phases of development, management, and direction of the Claims Origination and Guarantee System (COGS) application and the NHHEAF application. This unit supports the business units that utilize these applications directly or via data transfers.

The Human Resources department is responsible for all aspects of employment related activities including compensation management and payroll, employee benefits, state & federal employment law compliance, wage & hour law compliance, employment policy & procedures, recruiting and hiring, workers compensation, employee relations including performance management, disciplinary actions and terminations.

The Information Services Department provides support to the following groups: IS Operations, Software Development, and Web Services.

The IS Operations department has four distinct missions; Help Desk Support, Network & Server Administration, Nightly Processing, and Release Engineering. The Operations Data Center is staffed/supported with onsite and on-call Operations team members. IS Operations performs annual offsite Disaster Recovery of the critical business systems. This process is performed with the oversight of the Information Security Officer and the results are formally reported to Executive Management and the Board of Directors.

The Software Development Group is comprised of permanent IT and consultant professionals. The Development team supports the customer feature and software maintenance requirements for all the major GSM&R businesses including COGS, the Claims and Origination Guarantee system that was developed in house, and SLSS, which is the Student Loan Servicing system that assists us in servicing our customers and manager loan portfolios. The Development team also supports the Web interfaces and services that all entry, retrieval, and manipulation of loan data for our internal and external customers.

The Web Services department is comprised of Business Analysts and Quality Assurance Specialists. The Business Analysts are responsible for identify user requirements, identifying and presenting technical solutions and documenting program specifications. The Quality Assurance Specialists develop test plans from business specifications, test software against the specifications and document test results. The team handles the requirements for 16 different websites and the three web portal offering s of the NHHEAF Network: Borrower Portal, School Portal and Lender Portal. Beyond the NHHEAF sites, the Web Services Department provides development and hosting services for some of our Higher Education Partners creating a virtual online campus.

The primary role of the Marketing & Communications Department is to collaborate with the management team to strategize and provide leadership for the NHHEAF Network Organization’s marketing, communications, outreach and public awareness efforts through the development of marketing materials, communications, public awareness campaigns, outreach efforts and media advertising in order to educate and inform the general public, business community and school partners of our product and services.