President Trump has directed the Secretary of Education to extend federal student loan flexibilities for the COVID-19 emergency through Dec. 31, 2020. We are updating our websites and systems as quickly as possible to explain the types of relief now available for federal student loans held by the Department of Education. We appreciate your patience. Visit StudentAid.gov/coronavirus for updates.
Pay Bill        
President Trump has directed the Secretary of Education to extend federal student loan flexibilities for the COVID-19 emergency through Dec. 31, 2020. We are updating our websites and systems as quickly as possible to explain the types of relief now available for federal student loans held by the Department of Education. We appreciate your patience. Visit StudentAid.gov/coronavirus for updates.
Pay Bill        

Approach

FHC Mission Statement

FHC is focused on taking a holistic approach to accounts receivable management, contact center services and loan servicing. We are committed to delivering productive, professional and secure services that meet and exceed the needs of our clients, customers, employees and the communities that we serve.

Compliance
Technology
Customer Care

Compliance & Quality Assurance

FHC takes great pride in going above industry standards when it comes to compliance and quality control. Through our ongoing training programs and our Compliance Management System (CMS), our staff remain knowledgeable about applicable federal, state, and local laws and regulations. The components of our CMS are as follows:

  • Our Quality Assurance team perform daily call monitoring of staff to ensure compliance and customer satisfaction.
  • We have internal audit controls to assure compliance to laws and regulations as well as client requirements.
  • FHC has invested in an online policy and procedure warehouse (PolicyTech™) as a resource for staff on compliance regulations, laws, and updates. PolicyTech™ is also used to train and test employees on important compliance matters and regulatory updates.

Technology & Infrastructure

FHC understands the importance of safeguarding consumer data. Our facilities and all data on our systems are secured by our robust Information Security Program, which meets all requirements of the Federal Information Security Management Act (FISMA) – the “gold standard” of security compliance. FHC’s systems are independently audited using the industry-standard SSAE-16 method. Secure encrypted systems and applications are implemented for both the transfer and the storage of sensitive information.

In 2015 and 2019, we were granted an Authorization to Operate (ATO) from the U.S. Department of Education, which certifies compliance with ISO 27002, National Institute of Standards and Technology (NIST) 800-53, Gramm-Leach-Bliley Act (GLBA), Payment Card Industry (PCI) Data Security Standards (DSS) as well as applicable state regulations.

Access to our systems is severely restricted to specific authorized personnel, whose access is monitored and audited for compliance. Two-factor authentication to systems from internal users is provided by RSA tokens.

Our servers are protected by high-end firewall systems and scans are performed regularly to ensure that any vulnerabilities are quickly found and patched. Complete penetration tests are performed yearly. All services have quick failover points and redundant hardware, with complete backups performed nightly, in accordance with a Disaster Recovery Plan to ensure business continuity.

Outstanding Customer Care

Every FHC employee recognizes that our clients and their customers come first. From our initial interview to training to ongoing monitoring, we instill our core value of focused holistic customer care. FHC is committed to providing our clients with outstanding customer care through the following:

• A customized program to meet each client’s needs
• Dedicated staff educated on the specifics of your performance requirements
• Detailed custom reporting
• Unique workflows based on proprietary analytics
• Robust initial and continuous training

At FHC, we have seen that hiring the right people and providing robust initial training and continuous education results in high levels of customer satisfaction.

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What is achieved by partnering with FHC is economies of scale, lower costs, and improved management efficiency.