Firstmark Services overview: What student loan borrowers need to know

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If you have student loans, your lender likely contracted with a loan servicer to manage your loan payments and field any of your questions. Firstmark Services is a company that services private student loans. Here’s what to know if Firstmark Services handles your account.

What is Firstmark Services and what does it do?

Firstmark Services is a student loan servicer and a division of Nelnet, which is a company that manages federal student loans. Unlike Nelnet, Firstmark services only private student loans.

A student loan servicer doesn’t lend money to borrowers. Instead, it acts as the middleman between you and the financial institution that initially disbursed the loan. As a student loan servicer, Firstmark Services sends monthly bills, processes payments, reports account activity to the credit bureaus, enrolls borrowers in payment plans and generally provides customer service.

Is Firstmark Services a good loan servicer?

Some borrowers have reported negative experiences with Firstmark Services over the years. Firstmark has a “B” rating through the Better Business Bureau and has had 94 complaints lodged against it in the Consumer Financial Protection Bureau’s Complaint Database. However, the company has received fewer complaints than other loan servicers.

If Firstmark services your private student loans and you’re having trouble with the company, you should report issues to the company first. If it won’t resolve your issue, then submit a complaint with the CFPB, the Department of Education, your state attorney general’s office or your state consumer protection office.

You can also refinance your student loan. With this process, your new lender will pay off your original private student loan and assign your new account to a loan servicer. Before going this route, try to find out which loan servicers contract with your new lender so that you don’t end up reassigned to Firstmark.

What types of student loans does Firstmark Services service?

Firstmark Services services private student loans. If you have a federal student loan, it’s possible that your loans are serviced by Firstmark’s parent company, Nelnet.

How do I know if Firstmark Services is my servicer?

Borrowers who have only federal student loans won’t work with Firstmark Services, since the company services only private student loans. Federal student loan borrowers can log in to the Federal Student Aid website using their FSA ID to find out who services their student loan.

There’s no national database of private student loans, so if you have one of these, you can check a recent student loan statement to find out who owns your loan and how to make a payment. The financial institution that originally lent you the money might also know who services your loan now, or you can check your credit reports to see who’s listed as the loan holder.

How do I make my Firstmark Services student loan payments?

If Firstmark services your student loan, you have a few options for making your monthly payments:

  • Online: You can log in to your Firstmarkservices.com account and make secure payments there. In your account, you can either make a one-time payment or set up autopay.
  • By mail: You can also mail a check to Firstmark Services, P.O. Box 2977, Omaha, NE 68103-2977. When mailing payment, include your statement stub or write your account number on the check.
  • By phone: You can pay over the phone by calling 888-538-7378.

How to contact Firstmark Services

Customers can fax Firstmark at 866-258-9222 anytime or call the loan servicer at 888-538-7378, Monday through Friday from 7 a.m. to 8 p.m. CT.

You can also write an email to Customer.Service@FirstmarkServices.com or send correspondence to the loan servicer at Firstmark Services, P.O. Box 82522, Lincoln, NE 68501-2522.

The bottom line

If Firstmark Services handles your student loans, your best resource is your online account. It’s where you can make payments, check your balance and manage your bill preferences. But if you’re not sure who services your student loan, check your most recent billing statement, call the lender that initially gave you the money or check your credit reports to see if Firstmark is listed.

You’ll want to find out who services your loan as soon as possible to ensure on-time payments and keep your account in good standing. This can help you maintain healthy credit. Keep an eye on correspondence from Firstmark to check for changes or updates to your account.

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Written by
Kim Porter
Contributing writer
Kim Porter is a personal finance expert who loves talking budgets, credit cards and student loans. In addition to serving as a contributing writer for Bankrate, Porter also writes for publications such as U.S. News & World Report, Credit Karma and Reviewed.com. When she's not writing or reading, you can usually find her planning a trip or training for her next race.
Edited by
Student loans editor