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PRODUCTTRAININGReference GuideIntroduction to SAL7.0Loan InfoThe Loan Info section contains details about the conditions of the selected loan. It includes the interest begindate, interest rate, and the regular payment amount.Loan Info FieldsLoanRepaymentStatusPlanThe repayment plan for the loan.Several codes that are in thesystem apply to a rarely used loantype. The most common codes arelisted here.ExitIndicates the status of the ExitInterview1 – In School2 – Grace Period3 – In Repayment4 – Paid in Full5 – Paid in Full This Month6 – Assigned1 – Fix Pay Includes Interest2 – Fix Pay InterestA – AcceleratedR – Reverse AccelerationP – Pre-AccelerationN – Accelerated This MonthE – Exit GeneratedS – SignedM – MailedW – Web AcceptedH – HoldR – Release HoldP – Paid Up Not SignedPage 13 of 35

Reference GuidePRODUCTTRAININGIntroduction to CollectorCodeCreditBureauCodeTermLast DueDateHoldInterestRateThe date which the borrowerseparated from the school. Thedate is generally populated usingdata from the National StudentClearinghouse.The date interest began or willbegin to accrue on the account.The date the first payment was orwill be due.Denotes special circumstances. Ifblank, no special circumstancesapply to the account.If the loan has been sent tocollections, this field identifies thecollector or collection agency.Shows the information that isbeing shared with credit bureausand the date of the last report.Codes vary depending on the school, but may include codesfor: DRAP letter sent 2nd letter sent 3rd letter sent Disability application sent Disability cancellation Disability pending Government assignment Print 553 form Government assignment pending Litigation in progress Judgment awarded – continue billing Judgment awarded – stop billing Unemployed – can’t collect All efforts exhausted Military mobilization Compromise write offAlpha-numeric code. First alpha character indicates thecollection agency’s name. The numeric character indicatesthe placement.Common Codes:11 – Current/Good13 – Paid in Full/Account Closed93 – Sent to Collection AgencyNumber of months the loan will bein repayment.Most recent payment due date.Shows if the client has placed anyholds on the borrower’s account.Only a school can place a hold.The interest rate that applies tothe loan.Blank – There are no holds on the accountH – There are holds on the account. Examples of reasons for ahold include delinquency or an unsigned exit letter.Page 14 of 35

PRODUCTTRAININGReference GuideIntroduction to SALStopCycleUsed to stop something fromhappening with an account. Stopscan be temporary or permanentand may do things like stop theaccount from going to collections,stop NSF fees from being applied,or indicate that the borrowershould not be called.Shows the month when billingbegan.FrequencyShows how often the borrower isbilledFixedPaymentRegular fixed payment amount forthe loan.Blank – There are no stops on the accountN – There are no stops on the accountY – There are stops on the accountFurther information about a stop can be seen after placing a“Y” in the Stop field.If the borrower is NOT billed monthly, this field shows whenthey are sent bills. For example, if the borrower is billedquarterly, the following codes and schedule are used:1 – January (billed January, April, July, October)2 – February (billed February, May, August, November)3 – March (billed March, June, September, December)4 – April (billed April, July, October, January)5 – May (billed May, August, November, February)6 – June (billed June, September, December, March)7 – July (billed July, October, January, April)8 – August (billed August, November, February, May)9 – September (billed September, December, March, June)10 – October (billed October, January, April, July)11 – November (billed November, February, May, August)12 – December (billed December, March, June, September)M – MonthlyB – Bi-MonthlyQ – QuarterlyS – SemiannualA - AnnualPage 15 of 35

PRODUCTTRAININGReference GuideIntroduction to SAL8.0Last TransactionThe Last Transaction section of the Primary Window displays detailed information about the last transaction thatwas processed on an account. It shows the amount of the payment, date, check number, etc. This section isautomatically updated by system functions.LastTransactionDep AmtDateAmtCk-NoDef/CancToResched ToAmtLast TransactionThe type of transaction that was last processed.Total dollar amount associated with the last transactionLast transaction dateAmount posted to this debtCheck numberThe most recent deferment or cancellation applied to the accountEnding date of the most recent deferment or cancellation, if applicableEnding date of the temporary payment agreement, if applicableThe amount of the temporary payment agreement, if applicablePage 16 of 35

Reference GuidePRODUCTTRAININGIntroduction to SAL9.0DuesThe area within SAL’s Primary Window breaks down the total and past due amounts (if any) as of the most recentpayment due date. Monies due will move down the Past Due fields as payment due dates pass. The processrequired to recalculate dues is referred to as the “calc.”Dues FieldsCurrent15 Past45 Past75 Past105 Past105 PastInt DueInterestPastLate FeeAgencyLegalNSFLetterCred-BurOther 1PhoneInHouseMonth DelTotalCurrent principal duePrincipal past due 15 daysPrincipal past due 45 daysPrincipal past due 75 daysPrincipal past due 105 daysPrincipal past due greater than 105 daysCurrent Interest dueA summary of all past due interestPenalty or late charge dueCollection fees dueLegal fees dueFees charged for transactions (check or ACH) rejected due toinsufficient funds or incorrect bank account informationLetter fees dueCredit bureau fee dueTo be used for miscellaneous fees dueTo be used for miscellaneous fees dueIn-House collection fees dueThe number of months delinquent as of the last billing cycle.Total amount currently due on the account.Page 17 of 35

Reference GuidePRODUCTTRAININGIntroduction to SAL10.0 PaidsThis area within SAL’s Primary Window shows the cumulative amounts that have been paid on the account todate. Money is always applied to fees first then to interest and principle. If the total amount of principal owed in amonth is not paid, the account will show a past due amount.AmountPrin PaidPrin CancBalancePayoffSuspenseInt PaidInt CancLate FeeAgencyLegalNSFLetterCred-BurOther 1PhoneInHouseNext DueOriginal dollar amount of the loanAmount of principal paid on the loanThe amount of principal cancelled on the loanThe principal balance outstanding on the loanThe amount needed to pay the loan in full principal, interest, and all feesIf a borrower specifically requests that an overpayment be used towards a future payment, theamount available to be applied to the future payment will be displayed hereInterest paid to dateInterest cancelled to dateAmount of penalty/late charges paid to dateAgency fees paid to dateLegal fees paid to dateNSF fees paid to dateLetter fees paid to dateCredit bureau fee paid to dateMiscellaneous fees paid to datePhone fees paid to dateIn-House collection fees paid to dateDate (MM/DD/YYYY) the next bill be due10.1 Applying PaymentsWhen payments are applied, they have to be applied in a particular order. For example, late charges are paidbefore principal. Past due amounts are paid before current due amounts. An easy way to remember the order inwhich payments are applied is to think CLIP.C - Collection feesL - Late feesI – InterestP – PrincipalNote: Past due amounts are always paid before current dues. As such, past due principal is paid before current dueinterest.Page 18 of 35

Reference GuidePRODUCTTRAININGIntroduction to SAL11.0 Updating Demographic InformationBorrowers are able to update their demographic information online at HeartlandECSI.com, but Customer ServiceRepresentatives and clients are also able to make changes to addresses, phone numbers, and email addresses.The Names Action Button is used to access and update all known demographic information for a borrower. Thesame Action Button can be used to access information about the other persons who have been named as areference or co-signor on the loan.Updating Demographic InformationStep 1:Click the Name action tab.Step 2:Double-click the information that you wish to update.Page 19 of 35

Reference GuidePRODUCTTRAININGIntroduction to SALStep 3:Update the appropriate fields.Step 4:Select the correct Source from the drop-down menu.Page 20 of 35

PRODUCTTRAININGReference GuideIntroduction to SALStep 5:Step 6:Step 7:Step 8:Click the Save Changes button.Click the Memo button.Note the reason for the borrower contact and what changes were made.Click the Save Memo button.Page 21 of 35

Reference GuidePRODUCTTRAININGIntroduction to SAL12.0 Setting Up ACHACH Payments are payments which are automatically debited from a borrower’s account each month. ACHstreamlines the payment process in that borrowers do not need to remember to make a payment, therebyeliminating the possibility of having a payment lost or delayed in the mail. Additionally, there is less opportunityfor error with ACH payments because they are processed electronically. ACH payments are processed on the 1st,10th, 15th, and 20th of each month.ACH draws a fixed payment amount, so no past due amounts are paid. If a borrower requests to have ACH set upand has monies past due on his or her account, be sure to work with the borrower to bring the account currentbefore setting up ACH. This will assure that a negative report is not sent to the credit bureaus.When selecting a date for ACH withdrawal, pay special attention to processing and due dates. The date of the ACHmust be before the due date in order to prevent a past due balance.There is no fee associated with ACH payments. ACH payments must be set up to be recurring. While one-time ACHpayments are possible, they should only be done when setting up a recurring payment on the account.Adding Permanent ACHStep 1:Click in the Demographics Box.Page 22 of 35

Reference GuidePRODUCTTRAININGIntroduction to SALStep 2:Click the Billed Loans button.Step 3:Step 4:Step 5:Click the appropriate loan to apply the ACH payment.In the Billing Type Box, click the ACH radio button.If the borrower would like to make payments while in grace or deferment, clickthe Always Draw Permanent ACH checkbox.In the Permanent ACH Box, type the appropriate amount for the automaticwithdrawal.Type the Bank Account Information.Step 6:Step 7:Page 23 of 35

PRODUCTTRAININGReference GuideIntroduction to SALStep 8:Type the appropriate start date for the ACH. Be sure that date is prior to theborrower’s monthly due date.Step 9:Step 10:Step 11:Click the Accept button.Click the Done button.If there are additional loans on the account, repeat Steps 4 – 10 to set up ACHon each of the loans.Click the Save Changes button.Create a Memo indicating that changes were made to the account.Step 12:Step 13:Page 24 of 35

PRODUCTTRAININGReference GuideIntroduction to SAL13.0 MemoThe Memo Action Button provides access to important notes about an account. Memos are created automaticallyby system functions, but should also be manually created any time you interact with a borrower and/or anaccount.13.1View MemosTo view Memos associated with an account, click the Memo Action Button.Memo FieldsDateTimeCodeBorrower Contact MemoReview DateOperator/NameCall CodeNext Up ArrowSAL automatically provides a date stamp indicating the date that the memo wascreated.SAL automatically provides a time stamp indicating the time that the memo wascreated.A descriptor used to define the source of the conversation you had with theborrower.Text description of the conversation.Used in conjunction with the Collections Module. It allows collectors to set a dateto follow-up on the account.SAL automatically records the operator who accessed the account.Optional field used to indicate if a call was incoming or outgoing.Allows you to view the prior 30 comment lines.Page 25 of 35

PRODUCTTRAININGReference GuideIntroduction to SAL13.2Add a MemoMemos should be added to an account every time you interact with a borrower. Memos can be seen by both ECSIand by the school.Adding a MemoStep 1:From the Memo screen, click the Add Memo button.Step 2:Select a Memo code.Step 3:Click the Accept button.Step 4:Type the memo. Concisely summarize your interaction with the borrower.Step 5:Click the Accept button to save the memo.Page 26 of 35

Reference GuidePRODUCTTRAININGIntroduction to SAL13.3Delete/Modify a MemoYou are able to delete or make changes to a memo that you created. You have until the end of the business day oruntil another SAL user modifies the account to make the change. To delete or change a memo that you recentlyentered, double-click the memo and follow the on-screen prompts.Page 27 of 35

Reference GuidePRODUCTTRAININGIntroduction to SAL14.0 Reviewing Account HistorySAL provides an overview of the status of an account on the Primary Window. However, there are times when it ishelpful to see more detail about transactions and the transaction history associated with an account. There aretwo action tabs that can be beneficial in researching account status.14.1 History Action TabThe History Action Tab provides a transaction history for a particular loan. It shows the type of transaction, thedate it was posted to the account, and other pertinent information.There are four buttons on the History Action Tab that can help manage the information that is displayed. Use theMaximize button to expand the window. Use the Filter button to select to see only Advances, Deferments &Cancellations, Payments & Other Transactions, or to view all transaction types. The Change Loan button is used toview another loan attached to the same borrower (if applicable). The Merge button will merge memos into thetransaction history so that both sources of information can be seen at the same time.Page 28 of 35

Reference GuidePRODUCTTRAININGIntroduction to SAL14.2 Collection Action TabThe Collection Action Tab provides access to the Collection Module of SAL, which was designed for use by inhouse collectors. It allows collectors to “work” accounts by providing a summary of the account status and thenallowing the collector to set a follow-up date to review the account again. Because the Collection screen isdesigned to provide an at-a-glance overview of the account, it can be used in lieu of the History and Memo ActionTabs.Page 29 of 35

Reference GuidePRODUCTTRAININGIntroduction to SALBy default, the Collection Screen displays basic demographic information about the account holder, a summary ofloans, and memos associated with the account. Click the History button to view transaction history.Page 30 of 35

Reference GuidePRODUCTTRAININGIntroduction to SAL14.2 Utility Menu: Perpetual BillingThe Perpetual Billing screen provides access to billing information about accounts. It houses billing history, creditbureau reporting history, and several reports that are related to billing.To access the Perpetual Billing screen, click the Utility Action Button on the Primary Window. Then click PerpetualBilling. The Invoice Statement screen will appear.The Invoice Statement screen shows the most recent statement information for the account. Additionalinformation is available using the buttons across the top of the window.Page 31 of 35

Reference GuidePRODUCTTRAININGIntroduction to SAL14.2a Perpetual BillingThe Perpetual Billing screen shows the three (3) year billing history for a borrower. It lists the month and year ofthe billing statement along with a Billing Code. The Billing Codes provide information about the status of theaccount at the time the billing statement was generated, such as if it was an ACH account, if the address was bad,if no bill was sent because the student

Introduction to SAL PRODUCT TRAINING 7.0 Loan Info The Loan Info section contains details about the conditions of the selected loan. It includes the interest begin date, interest rate, and the regular payment amount. Loan Info Fields Loan Repayment Status 1 - In School 2 - Grace Period 3 - In Repayment 4 - Paid in Full