Resources for the Upcoming Transfer of the Servicing of Your Loan

Why is Granite State Management & Resources outsourcing to Nelnet?

Shifting our servicing operations to Nelnet/Firstmark Services - a large finance company with over 8,000 employees - will allow New Hampshire Higher Education Loan Corporation (NHHELCO) to take advantage of that company's scale, extensive resources, and experience in student loan servicing. All loans currently serviced by Granite State Management & Resources (GSM&R) will be transferred to Nelnet. This transition will occur in stages with Federal Family Education Loan Program (FFELP) loans transferring initially. Private loans currently serviced by GSM&R will transfer at a later date.

Are my loans being sold?
No, your loans are not being sold. The lender and holder of your loans will continue to be NHHELCO. Rather, the organization servicing your loans will be changing.  

What communication should I expect to see from my new servicer regarding this transfer?

• Welcome Letter - Shortly after the transfer, watch for a welcome letter from your servicer with additional details regarding the transfer and how to manage your loans with them. 
• Billing Statements - You will also begin receiving your billing statements from your new servicer shortly after the transfer.

Private Education Loan Borrowers

When will my loan(s) be transferred to my new servicer?

• A: Your loans are scheduled to be transferred to Firstmark Services (a division of Nelnet Servicing, LLC) on October 21, 2023.

What should I do between now and when my loan(s) transfer to a new servicer? 

• Update your student loan contact records to begin communicating and making payments to Firstmark Services after the date of transfer.
• If you currently use your bank's online bill pay services to pay your loan(s) currently being serviced by GSM&R, prepare to update your payee information to your new servicer's information for future loan payments,
• Review and verify your contact information is up-to-date so delivery of all future communications regarding the transfer are received.

Who do I contact once my loan(s) transfers?

• A: Once your loan(s) transfer on October 21, 2023, you will contact Firstmark Services for any account updates or information. They can be reached at 844-399-7535. Firstmark Services is available 8 a.m. - 9 p.m. ET (excluding holidays).

Where do I send my payments?

• Auto Debit – If you are currently on auto debit with GSM&R, your scheduled monthly payments amount for your Private Education loans() will continue to be automatically debited by Firstmark Services after the servicing transfer is complete. You will also continue to receive the associated interest rate incentive. If you prefer that we not share your automatic debit information with Firstmark Services, please contact GSM&R Customer Service at 800-719-0708 prior to the transfer date to cancel automatic debit.
• Online – Create an online account with Firstmark Services at https://secure.firstmarkservices.com/ to make an electronic payment.
• Via Mail – Mail your payment to:                  

Firstmark Services

P.O. Box 2977

Omaha, NE 68103-2977

• Via Phone – To make a payment through Firstmark Services' automated phone system or with a Customer Service Representative call Firstmark Services at 844-399-7535.
• Online Bill Pay – Use your bank’s online bill pay service. If you currently use your bank’s online bill pay service to pay your loan(s) serviced by GSM&R, update your payee information to Firstmark Services for future payments to be made after the transfer date. 

Will my online account be transferred?

• A: No, you will need to create a new online account with your servicer and re-enroll in electronic correspondence at https://secure.firstmarkservices.com/.

Even though the servicing of my loan(s) is transferring to Firstmark Servicing, what is not changing?

• The existing terms and conditions of your Private Education loan(s).
• Your loan is not being sold. The owner of your Private Education loan(s) will still be NHHELCO.

FFELP Borrowers

When will my loan(s) be transferred to my new servicer?

• A: If your payment due date falls between the 1^st – 8^th or the 17th – 23^rd of the month, your loans are scheduled to transfer to Nelnet on September 9, 2023. If your payment due date falls between the 9^th – 16^th or the 24^th – 28^th your loans are scheduled to transfer to Nelnet on September 16, 2023.

What should I do between now and when my loan(s) transfer to a new servicer?

• Update your student loan contact records to begin communicating and making payments to Nelnet after the date of transfer.
• If you currently use your bank's online bill pay services to pay your loan(s) currently being serviced by GSM&R, prepare to update your payee information to your new servicer's information for future loan payments.

Who do I contact once my loan transfers?

• A: Once your loan transfers, you will contact Nelnet for any account updates or information. They can be reached at 888-486-4722. Nelnet is available:

Monday 8 a.m. - 9 p.m. ET

Tuesday and Wednesday 8 a.m.  - 8 p.m. ET

Thursday and Friday 8 a.m. - 6 p.m. ET

Where do I send my payments?

• Auto Debit – If you are currently on auto debit with GSM&R, your scheduled monthly payments amount for your FFELP loans will continue to be automatically debited by Nelnet after the servicing transfer is complete. You will also continue to receive the associated interest rate incentive. If you prefer that we not share your automatic debit information with Nelnet, please contact GSM&R Customer Service at 800-719-0708 prior to the transfer date to cancel automatic debit.
• Online – Create an online account with Nelnet at https://nelnet.com to make an electronic payment.
• Via Mail – Mail your payment to:                  

Nelnet

P.O. Box 2970

Omaha, NE 68103-2970             

• Via Phone – To make a payment through Nelnet’s automated phone system or with a Customer Service Representative call Nelnet at 888-486-4722.
• Online Bill Pay – Use your bank’s online bill pay service. If you currently use your bank’s online bill pay service to pay your loan(s) serviced by GSM&R, update your payee information to Nelnet for future payments to be made after the transfer date. 

Will my online account be transferred?

• No, you will need to create a new online account with your servicer and re-enroll in electronic correspondence at Nelnet.com

Even though the servicing of my loan(s) is transferring to Nelnet, what is not changing?

• The existing terms, conditions, and available repayment plans of your FFELP loans.
• Your loan is not being sold. The owner of your FFELP loan(s) will still be NHHELCO.
• The guarantor of your FFELP loan(s) will still be Trellis Company.