Customer Information (CI) Matrix

 

PRODUCT 1: LFM — LENDER FUNDS MANAGEMENT

This product automates the disbursement cycle for lenders and school locations. Lenders, lender servicers, and schools have the ability to customize services related to the delivery, return of funds, and reports associated to that process.

 

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PRODUCT 2: SERVICE CONFIRMATION REPORT

The Service Confirmation Report lists the service(s) for a customer type and the products to which the customer location is subscribed. For each service, the report identifies the complexity type(s) and value(s) that a customer location chose, and lists the answers to each option.

 

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PRODUCT 3: GUARANTEE SERVICES

This product allows customer locations the ability to customize the guarantee of loan requests and provides options for certain status transactions. These services provide options for establishing servicer relationships; customizing Fast Application Loan Guarantee (FLAG) lender services; and setting up business associations between lenders, schools, and guarantors. Miscellaneous billing options for FLAG services may also be located in this product.

 

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PRODUCT 4: LOAN APPROVAL REPORT SERVICES

This product is the EAGLE II subsystem that includes the guarantee engine that contains all of the programs used to edit, guarantee, and approve loan requests.

 

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PRODUCT 5: A/LM REPORTING SERVICES

This product consists of status reporting and electronic file delivery provided to customer locations. Lenders and lender servicers have the ability to customize the delivery of their A/LM reports and files.

 

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PRODUCT 6: COMPLIANCE SERVICES

This product is used by the Compliance business area to suspend loan requests that may fail to meet specific criteria. The Compliance business area will subscribe these services, which delay the processing of loan requests for certain lender and/or school customer locations until investigations on that loan request can be completed.

 

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PRODUCT 8: CONTRACTOR'S DATA EXCHANGE

This product captures updates on delinquent borrowers and generates status reports for lenders, servicers, and collection agencies. It also exchanges information between Sallie Mae Servicing and collection agencies to defaulted borrowers.

 

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PRODUCT 9: COMMON REPORTING

This product houses miscellaneous reports that are not associated with any specific EAGLE II product.

 

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PRODUCT 10: INTERNAL CUSTOMER SERVICES

Internal Customer Services is a product that houses those services created and managed by Navient staff to support EAGLE II.

 

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PRODUCT 11: DEFAULT PREVENTION

This product stores address and contact information, and hours of operation for lenders, servicers, schools, and collection agencies. It also holds any restrictions that may exist for the passing of delinquent account address/phone information from the submitting source to the guarantor. It also facilitates the Borrower Pursuit System (BPS).

 

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PRODUCT 12: DISBURSEMENT NOTIFICATION

This product provides and customizes the necessary reports for lender servicers who are not utilizing the Lender Funds Management (LFM) subsystem. Instead, these lender servicers are utilizing EAGLE II to act in the capacity of a disbursing agent.

 

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PRODUCT 13: BORROWER CUSTOMER SERVICE NUMBERS

This product is used to house frequently-used customer service contacts and phone numbers.

 

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PRODUCT 15: MULTIPLE FEE STRUCTURE

This product is used for the guarantor retention rates and the collection agency Rehabilitation Incentive Program (RIP) and servicing rates.

 

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PRODUCT 16: CIRCUIT SERVICES

This product is used for the guarantor retention.

 

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PRODUCT 17: COMMON ACCOUNT MAINTENANCE (CAM)

This product is used for file exchange.

 

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PRODUCT 18: A/LM SERVICES

This product supports guarantee, the ongoing maintenance of the guarantee, and post-guarantee processing.

 

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PRODUCT 19: LENDER CONVERSION SERVICES

This product allows all loans for a borrower to be placed with the same servicer(s) per the external customer's request.

 

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PRODUCT 20: FILE MANAGEMENT SERVICES

This product is the File Management System for all electronic files.

 

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PRODUCT 22: CAPTIVA

This product determines the destination to which an App Send from Captiva will be sent. These destinations are the Navient internal systems. This question is answered by Navient. It is not answered by the school.

 

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PRODUCT 23: METEOR/ELMNET2

This product is for customers who desire to have their loans viewable to borrowers and schools via the Web.

 

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PRODUCT 24: LENDER/GUARANTOR LISTS

This product will house a lender and guarantor listing for a school and the sort order for each lender and guarantor.

 

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PRODUCT 25: DEFAULT BUY

This product is used for the Default Buy business area to determine how to handle claim processing.

 

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PRODUCT 27: FEDERAL DEFAULT FEE PROCESSING

This product allows customers the ability to customize federal default fee processing.