Frequently Asked Questions: Managing Your Citizens Student Loans

• Are student loan funds deposited into my bank account or paid to my school?
  When a person is approved for a student loan and decides to accept the loan, the borrower and cosigner (if applicable), will be required to review and sign your Application and Promissory Note as well as complete a Self-Certification Form which we will provide to you. Once all documents are signed and accepted, we will disburse the student loan funds to your school electronically (or directly to the school if they cannot receive electronic payment). Funds would not be disbursed to the borrower directly.
• How do I pay my student loan online?

  We are in the process of transitioning our student loan servicing from Firstmark Services to Citizens and some borrowers may be impacted by this temporary split servicing.

  If you have student loans serviced by Firstmark Services you can make a payment on your student loan through Firstmark Services or call 1-866-259-3767 between 8:00am - 9:00pm EST.

  If you have student loans serviced by Citizens, you can make a payment on your student loan through Citizens or call 1-833-531-1312 between 8:00am-9:00pm EST.

  Not sure who services your student loans? Call us at 1-877-464-6329 or use our online Chat feature by clicking "Chat With Us."

• What is the mailing address to send a student loan payment?

  For student loans serviced by Firstmark Services, you may send a student loan payment to the following address:

  Citizens Bank Firstmark Services
  P.O. Box 2977
  Omaha, NE 68103-2977

  For student loans serviced by Citizens, you may send a student loan payment to the following address:

  Citizens
  P.O. Box 2595
  Omaha, NE 68103-2595

• Why was my student loan partially disbursed?
  There can be many reasons why a student loan would be partially disbursed. A couple of factors to consider would be the original application amount. If you've applied for a full year, we would disburse equal amounts each semester from the amount you requested. That amount could potentially change depending on your communications with the school. For instance, 2 semesters a year with a $40,000 loan we would disburse $20,000 each semester unless you contacted the school to change the amount and they approved it.
• How can I request a student loan deferment?

  If you have student loans serviced by Firstmark Services you can request a deferment by contacting Firstmark Services at 1-866-259-3767. Representatives are available Monday through Friday, 8:00AM-9:00PM EST.

  If you have student loans serviced by Citizens, you can request a deferment by contacting Citizens at 1-833-531-1312. Representatives are available Monday through Friday, 8:00AM-9:00PM EST.

• How can I be removed as student loan cosigner?

  Borrowers may apply for co-signer release† if they have entered full principal and interest repayment. Interest only payments do not qualify. The borrower must meet certain credit and eligibility guidelines when applying for co-signer release. Borrowers must complete a cosigner release application and provide income verification documents for review. The borrower must be a U.S. citizen or permanent resident (living in the US or US territories). Borrowers may apply for cosigner release once every 12 months from the previous application date. Terms and conditions apply. Note: co-signer release is not available on the Student Loan for Parents.

• What happens to my loan if my cosigner passes away?
  In general, if the borrower has passed away, the cosigner will be released from future repayment obligations and the remaining loan balance will be forgiven. If a cosigner passes away, on the other hand, the primary borrower is responsible for the remaining amount due.
• How do I obtain my loan interest notification including 1098-Es?

  For student loans, the 1098-E tax form is generated when there is $600 or more interest paid. The form should be available along with your January statement.

  If you have student loans serviced by Firstmark Services, you may contact Firstmark Services at 1-866-259-3767. They can answer any questions you have regarding the servicing of your student loan and tax form.

  If you have student loans serviced by Citizens, you may contact Citizens at 1-833-531-1312. They can answer any questions you have regarding the servicing of your student loan and tax form.

• What is split servicing and why do I have to manage my loans with two servicers?

  Some Citizens student loan borrowers may experience "split servicing" as a result of Citizens moving its servicing from Firstmark Services to Citizens. This is a temporary transition and only impacts some borrowers who have student loans serviced by both Firstmark Services and Citizens.

  Utilizing the two servicing platforms will have no impact to your combined payments due. The only change is where you make your payment and who is servicing the loan.

  Any auto-payments that have been previously established with Firstmark Services will not transfer to new student loans serviced by Citizens. You will have to re-enroll in auto-pay.

  For student loans serviced by Firstmark Services, you can access your loans at Firstmark Services

  For student loans serviced by Citizens, you can access your loans at Citizens

  Not sure who services your student loans? Call us at 1-877-464-6329 or use our online Chat feature by clicking "Chat With Us."

• When will servicing for my student loans be combined at Citizens?

  We are currently working on the overall timeline. Communication will be sent as we get closer to the migration date that will guide you through the transition.

Have more questions? Get more answers in our full FAQs section.