SUCCESS STORY: MOHELA Education loan servicer improves borrower experience with omnichannel customer engagement The Challenge As a nonprofit organization that helps people manage their education loans, MOHELA has different standards for success than a collection agency. “We’re focused on keeping borrowers from going into default, as opposed to simply collecting on a debt,” said Don Bertier, CIO at MOHELA. “Our goal is to keep our loan portfolio in good standing and ensure that borrowers know what options are available.” In addition to outbound calls to delinquent borrowers, MOHELA launches outbound campaigns to alert borrowers of changes in their payment plans. They also field inbound calls from borrowers who have questions about their accounts. To manage the steadily grow

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