Persona Library

Last Updated: 4/2021

Delaney has worked as a processer for more than 2 years and considers herself well-versed in direct loan consolidation processes.

Last Updated: 1/2021

Darnell encompasses the roles of specialist, advisor and other positions that perform inbound and outbound calls, correspondence and recovery. Highlights include job functions and information needed to perform daily tasks and fulfill borrower requests. 

Last Updated: 7/2020

This individual could not afford to finish school, and had to drop out with a lot of debt. They have struggled to stay afloat, and are not on top of their repayment.

Last Updated: 6/2020

This potential ALLO subscriber lives in rural Nebraska. Her current provider is sufficient, but if she were able to get a better price elsewhere and have more dependable service, she'd consider switching.

Last Updated: 10/2019

Angela is a personal loan borrower struggling to make ends meet.

Last Updated: 7/2020

This individual received their degree and found a job in their field. They are financially stable, and are on top of paying their student loans.

Last Updated: 4/2020

Motivations are different for people applying for a private student loan as opposed to federal student loans. We think that students often go towards private after maxing out federal (low-cost options) and to cover graduate school. Private loans typically have a higher interest rate.  

Last Updated: 5/2018

This Advisor 1 takes borrower calls and works in the legacy STAR system.

Last Updated: 5/2018

This Recovery Specialist makes outbound calls to resolve delinquent accounts. He works in the legacy STAR system.

Last Updated: 5/2018

This Specialist answers Advisor questions, provides coaching, performs account research and follow-ups, assists with inbound calls. She works in the legacy STAR system. 

Last Updated: 5/2018

This Correspondence Specialist responds to a variety of electronic requests such as email and chat. She works in the legacy STAR system. 

Last Updated: 7/2016

This Borrower Accounts Specialist works in the legacy Great Lakes system.

Last Updated: 7/2016

This Borrower Accounts Supervisor works in the legacy Great Lakes system.

Last Updated: 1/2021

Janice is a Blended Agent who spends time in Velocity and other associated applications for a majority of their daily tasks.

Last Updated: 11/2020

When working with current and potential lender clients Nelnet seeks to understand how to best support them. This persona outlines the priorities and goals of a larger regulatory bank lender type. 

Last Updated: 11/2020

When working with current and potential lender clients Nelnet seeks to understand how to best support them. This persona outlines the priorities and goals of a newer fintech lender type. 

Last Updated: 11/2020

This persona is intended to help us understand the situation and experiences of a typical student candidate for the SFI program.

Last Updated: 8/2020

The student loan cosigner represents the active participant in getting the educational loan, potentially the parent or guardian of the student.

Last Updated: 3/2020

This potential Community Solar subscriber owns a home in the suburbs. She likes the idea of saving money on her utility bill while also helping the environment.

Last Updated: 3/2020

This potential Community Solar subscriber rents an apartment in the city. He likes the idea of sustainability but is concerned with long-term commitments.

Last Updated: 1/2021

Finn is a financial aid officer who has experience in informing students, approving funds, and interacting with the originations system at the school's financial aid office.

Last Updated: 7/2020

Hannah has multiple student loans. She's interested in refinancing so she can simplify her monthly bills with fewer payments.

Last Updated: 7/2020

Terrence has multiple student loans. He's interested in refinancing so he can find a lower interest rate.

Last Updated: 5/2020

Don works a low paying job and has been struggling to make payments for a while. He is considered a "fast tracker" as he went directly from grace to delinquent.

Last Updated: 8/2020

Shelby is an event coordinator. She had been consistently making her payments for years, but due to the pandemic she has been laid off. She is now struggling financially, and will not be in a comfortable place to make payments once her forbearance is lifted.

Last Updated: 5/2020

Laura is a successful web developer, who is making strides in her career. She has a high income that allows her to make consistent payments on her loan.