I wanted to thank you for taking your time to train me for this new position. Your training was very helpful in getting me ready to work the floor. I just wanted to go over what happened in training, inform you of the most helpful parts of training, and items I wish we had covered during training that I noticed once I went out on the calling floor and was working with my mentor to get me ready to succeed at this company.
Recently when I started working for Nelnet, the national education loan network, that services many of the current student loans that have been taken out by students and parents I learned a lot about loans that I didn’t think was possible. I was hired for a default position that requires me to take and make calls to borrowers …show more content…
One of the biggest issues that I had during this class was that we as a class could not watch, as our teacher would do certain things for training. When Matt would go into Nservice the database and try to show us how to work the system we could not see what he was doing nor did he explain how to perform the tasks very well. I learned a lot during my training period however there were a few things that Matt chose to skip during the class and advised me that they would not be needed when we got on the floor to take calls. This was very harmful because when I went to take calls on my first day one of the many items in Nservice that I was told I would not need, I needed to know how to do on my very first call. When I started this training class and was getting to know Matt he told me that he had been working for the company for more than 10 years now and most of that time has been spent as a trainer. He had not been on the floor taking calls in almost 10 years. I don’t see how he as a trainer would really know how things have changed for servicing loans if he himself had not done it in over a decade. I feel horrible in saying that I did not find that my trainer had any real knowledge of what really went on in the call …show more content…
The training book that was provided to trainees is a great help and should be kept, however it would really help if when using the book the classes trainer might reference back to previously learned information to show how items relate. This would help students to understand how information is related. When it comes down to training from the book it is also very helpful if important notes were made on topics that are of importance. In my case I was not taught that I could not apply back-to-back administrative forbearances nor could I apply them to accounts when they were just recertifying their information. There were little things like this situation that made it hard to do my job because I didn’t know certain rules that should have been explained. Different things like the Mehleasa rules and excessive loan debt terms would have been helpful to know when I started off with my mentor. I will say though the side by side with our mentors and the calls with quality are the most helpful part of the training and I suggest that there should be a lot more of them. There is a gap in the internal communications that needs to be fixed between the training staff and the calling floor through regular meetings and conferences on when procedures
Recently when I started working for Nelnet, the national education loan network, that services many of the current student loans that have been taken out by students and parents I learned a lot about loans that I didn’t think was possible. I was hired for a default position that requires me to take and make calls to borrowers …show more content…
One of the biggest issues that I had during this class was that we as a class could not watch, as our teacher would do certain things for training. When Matt would go into Nservice the database and try to show us how to work the system we could not see what he was doing nor did he explain how to perform the tasks very well. I learned a lot during my training period however there were a few things that Matt chose to skip during the class and advised me that they would not be needed when we got on the floor to take calls. This was very harmful because when I went to take calls on my first day one of the many items in Nservice that I was told I would not need, I needed to know how to do on my very first call. When I started this training class and was getting to know Matt he told me that he had been working for the company for more than 10 years now and most of that time has been spent as a trainer. He had not been on the floor taking calls in almost 10 years. I don’t see how he as a trainer would really know how things have changed for servicing loans if he himself had not done it in over a decade. I feel horrible in saying that I did not find that my trainer had any real knowledge of what really went on in the call …show more content…
The training book that was provided to trainees is a great help and should be kept, however it would really help if when using the book the classes trainer might reference back to previously learned information to show how items relate. This would help students to understand how information is related. When it comes down to training from the book it is also very helpful if important notes were made on topics that are of importance. In my case I was not taught that I could not apply back-to-back administrative forbearances nor could I apply them to accounts when they were just recertifying their information. There were little things like this situation that made it hard to do my job because I didn’t know certain rules that should have been explained. Different things like the Mehleasa rules and excessive loan debt terms would have been helpful to know when I started off with my mentor. I will say though the side by side with our mentors and the calls with quality are the most helpful part of the training and I suggest that there should be a lot more of them. There is a gap in the internal communications that needs to be fixed between the training staff and the calling floor through regular meetings and conferences on when procedures