What the ARM Industry Needs to Know as Federal Student Loan Collections Resume
After a multi-year pause initiated during the COVID-19 pandemic, the U.S. Department of Education has confirmed that collections on defaulted federal student loans will resume on May 5, 2025. This shift carries significant implications for the ARM industry — especially those engaged in debt recovery for educational and government portfolios. With nearly 10 million borrowers expected to be in default and only 38% of borrowers currently in active repayment, the market is poised for a large-scale operational resurgence.
Key Takeaways for ARM Industry Stakeholders
Resumption of Collections
- The Treasury Offset Program will resume, enabling recovery through tax refund garnishments and other involuntary method.
- Administrative wage garnishments will begin later this summer.
- Guaranty agencies may resume collections on Federal Family Education Loan (FFEL) program loans.
Market Opportunity Snapshot
- Over 5 million borrowers are currently in default.
4 million more are in late-stage delinquency (91–180 days). - As many as 10 million borrowers could enter default status soon.
$1.6 trillion in outstanding student loan debt.
This presents a unique and possibly short-lived opportunity for ARM companies to engage with both government clients and third-party servicers for contracts, tech solutions, and staffing.
Strategic Considerations for Contact Centers and ARM Software Providers
Capacity & Staffing
Expect a surge in call volumes, disputes, and verification checks. Contact center platforms must be ready to scale, offering:
- AI-driven call routing and response systems
- Agent assist features
- Real-time compliance monitoring
Omnichannel Readiness
Borrower outreach will include emails, texts, and social media. Ensure software Integrates across voice, SMS, email, and web portals
Compliance and Audit Trails
With government involvement, you need airtight:
- Call recordings and audit logs
- Payment processing histories
- Easy documentation for borrower disputes
Integrations with Federal Tools
A sampling of platforms:
- StudentAid.gov
- MyEdDebt.ed.gov
- New AI-powered Loan Simulator (Aiden)
Integration will be critical for ARM platforms looking to differentiate.
New Tools & Tech in the Federal Repayment Ecosystem
Borrowers are being encouraged to use:
- IDR Simplification Tools
- AI Assistants (Aiden)
- Loan Simulators
This means increased borrower empowerment, but also greater demand for seamless and accurate information from contact centers.
Source: U.S. Department of Education. (2025, April). Department to Resume Federal Student Loan Collections in May 2025. CLICK FOR PRESS RELEASE
What’s Next
Federal student loan collections resume on May 5, 2025—and the U.S. Department of Education is already gearing up. With over 10 million borrowers expected to be in default and only 38% actively repaying, the market is about to see a tidal wave of demand for skilled, tech-ready collection agencies.
“Want the action plan to get ready? Download our 5 Agency Action Items Checklist here and take the first step toward becoming a federal collections partner.”
Streamline Operations and Compliance Management with Intelligent Contacts?
Our enterprise-level contact center solutions have been designed to meet the unique needs of the ARM industry…just bring your CRM and Print/Mail. We’ll handle the rest!
Resources
Related Articles & Resources
CASE STUDY
