For the first time in over five years, millions of student loan borrowers are once again facing monthly payments—and many are unsure where to begin.
Since the federal repayment pause began in 2020, the financial aid landscape has undergone a seismic transformation. Students who graduated during the pandemic—or just after—are now entering repayment in a system that looks and feels very different than what they were told to expect. New loan servicers, unfamiliar platforms, shifting forgiveness programs, confusion around income-driven plans like SAVE, and a backlog of borrower inquiries have created an environment that feels unstable and opaque.
At the same time, many financial aid offices are experiencing their own pressure points. Recent adjustments to aid processing and verification rules have demanded extraordinary time and attention, pulling staff toward compliance and processing tasks with little bandwidth left for proactive alumni engagement. And yet, as professionals dedicated to student success, we recognize that a smooth handoff into repayment is more than a financial responsibility—it’s part of our mission.
So the question becomes: How can institutions support graduates who are transitioning into repayment—without overextending already maxed-out resources?
Referencing guidance from trusted sources like the National Association of Student Financial Aid Administrators (NASFAA), the Federal Student Aid Office, and reliable nonprofit organizations offers timely strategies and trusted tools that institutions can use to guide their alumni through repayment—reaffirming your commitment to financial wellness even after students leave campus. With smart outreach, strategic partnerships, and a renewed focus on borrower empowerment, colleges and universities can ensure that loan repayment isn’t a roadblock to alumni success—but a bridge to it. As such, here are some practical tips on how to assist and support your recent alumni with re-entering repayment:
- Encourage Students to Start Early—and Be Ready
Many recent graduates are unsure when their payments begin or what their loan servicer expects of them. Remind them that loan servicers have resumed outreach—and that students should not wait for a bill to take action. Direct them to studentaid.gov to confirm their loan servicer, review their contact information, and explore available repayment plans before the first bill is due.
- Help Borrowers Review Their Budget
Transitioning into repayment is a great time for students to revisit their monthly expenses and income. Encourage them to plug their information into the Loan Simulator Tool on studentaid.gov to preview payment options based on their actual earnings and goals. Many may qualify for income-driven repayment plans, which could reduce monthly payments significantly.
- Set Expectations Around Delays and Communication
With millions of borrowers re-entering repayment simultaneously, it’s not uncommon to face long hold times or delayed responses from loan servicers. Advise borrowers to try multiple methods of communication—including live chat or email—and to be patient. Most importantly, they should know their servicer will always initiate communication via email, not unsolicited phone calls.
Remind students: if it feels suspicious, it probably is. Urge caution when receiving calls from third-party debt relief companies. No one should ever pay for student loan help.
- Promote Documentation and Loan Literacy
Encourage graduates to treat loan repayment like any other financial obligation—one that requires tracking, documenting, and understanding. Keeping records of servicer conversations, plan changes, correspondence, and payment schedules will help prevent disputes and ensure borrowers are protected long-term.
You can even send a reminder email with a checklist of what to save: confirmation numbers, payment history, who they spoke to, and what was discussed.
- Share the Right Resources
Your team may not have the capacity to provide 1:1 support post-graduation, but you can direct borrowers to organizations designed for exactly this purpose. Here are some reliable partners and tools to share with alumni:
Federal Student Aid (FSA)
The studentaid.gov platform continues to offer updated, official guidance for borrowers, including:
- Loan simulator tool
- Payment and servicer info
- Deferment/forbearance options
- Details on forgiveness programs
The Institute of Student Loan Advisors (TISLA) freestudentloanadvice.org
A nonprofit founded by student loan expert Betsy Mayotte, TISLA offers trustworthy information, personal guidance via email, and help resolving disputes. A great resource for borrowers in complex or confusing situations.
AccessLex Institute (accesslex.org)
While best known for supporting law students, AccessLex offers tools and coaching for any borrower. Their AccessConnex® program pairs students with accredited financial counselors (at no cost) to discuss budgeting, repayment, and more. Their webinars and repayment guides are applicable to a wide range of academic and career paths.
Office of the Ombudsman, FSA
studentaid.gov/feedback-ombudsman
When borrowers have exhausted all servicer resolution options and still believe their loans are mishandled, the Ombudsman Group provides a final escalation route. Encourage students to gather documentation and follow the provided steps carefully.
- Help Get the Word Out
Even if you don’t have a dedicated alumni financial wellness team, you can spread the word. Here are a few simple, high-impact strategies:
- Send a mass email to graduating students and recent alumni with repayment tips and links
- Add a “Student Loan Repayment Hub” on your website or alumni page
- Collaborate with your Alumni Office or Career Services to share information via social media, newsletters, or magazine features
- Host a post-graduation webinar with one of the partners listed above
These small touches can make a big difference—and your alumni will remember that your office went the extra mile to support them even after they graduated.
Final Thought: Empower Borrowers Without Exhausting Your Staff
Student loan repayment is complicated—but your response doesn’t have to be. With the right tools and strategic communication, you can provide clarity without adding to your team’s already full plate.
And remember, HEAG is here to help. Whether you’re looking to improve loan literacy on your campus or bring in interim staffing to support compliance and student service, our experienced professionals are ready to assist. All you have to do is contact us at info@heag.us or visit heag.us.
