Our products and services are developed and supported by our exceptional ensemble of team members who are committed to striving for excellence each and every day. And, they have the experience to back that up! On average, our customer support teams’ tenure with ELM is over 12 years and they have maintained average Customer Satisfaction ratings of above 95% since 2009!
National Service Center Team Members
Lead - National Service Center & School Relations
Karen Cooper has been a key member of the ELM Team for the past 20 years providing training and support to ELM’s school and lender clients. Before that, she enjoyed her work in the Financial Aid offices at Milligan College in Tennessee and Wheaton College in Illinois. Outside ELM, she spends time with her husband, two grown children and friends. She is passionate about singing and helping others be/do their best. She loves working at ELM because it allows her to help schools and lenders in their mission to assist students make their dreams come true.
Lead - NSC Technology & Implementations
Kirk has been in the financial aid industry since 1997 and with ELM for 15+ years. Prior to ELM, he worked for Illinois State University, Loyola University Chicago, Illinois Wesleyan University, MOHELA and Wachovia. In addition to providing general support to ELM’s clients, he spends most of his time training, testing, and troubleshooting. In his spare time, he enjoys life and its adventures with his spouse, four children, and their church family. He enjoys working with his hands in the garden, on projects around the house and exploring the countryside on a four-wheeler.
Lead - Lender Relations
Sharon has been with ELM Resources since 2006 and has worked in the student loan industry for over 35 years. Having worked with different loan providers over that time, she brings a combination of lender processing and school support knowledge. Sharon resides in western New York with her husband and enjoys spending time outdoors and with her church family. She is also very active in her community, including volunteer work for her local farmers' market, homeless shelter and conservation club.
Shari has over 25 years of experience in student lending and over 15 years with ELM. She began her career at Wells Fargo Student Loans, joined ELM for several years, worked for a private lender where she experienced using ELM as a lender user, then returned to ELM in 2008 as a member of the National Service Center team. What Shari appreciates most about her role at ELM is talking with and helping customers get the most out of ELM’s products.
Eddo joined ELM in 2019, bringing nearly ten years of experience in the financial aid industry. Prior to joining ELM, Eddo was the lead on a service desk, providing support and training to over 40 campuses. He enjoys assisting customers in every way he can and is very excited to be part of the ELM team. In his spare time, Eddo enjoys trying new food and window shopping with his wife. He also likes going to the gym and staying active.
Staci joined ELM in 2019 in the multi-functional role of Client & Team Support Associate. Her primary responsibility is working with our National Service Center team to provider Tier 1 Support, along with executive administrative and office management functions. In her spare time, Staci enjoys playing Dungeons & Dragons, watching TV, and spending time with her friends.
Sarah joined ELM in 2019 after having spent over seven years in the health care industry prior to making the jump to the financial aid industry. She has a passion for helping customers get issues resolved.
In her spare time, Sarah enjoys traveling, reading and spending time with her family.
Production Services Team Members
Manager - Production Services & NDN
Paulette has worked in the student loan industry for 31 years and has been with ELM since 2000. She started at Unipac Service Corporation (now known as Nelnet Inc.) in 1988 working on several teams and learning all about student loan servicing. Over her 12 years there, she went through Reauthorizations, Rule of 78ths, Y2K, Commonline 96, 3, 4, 5 and CRC! In 1996, she became the supervisor of the Monetary Adjustments team, whose primary function was processing refunds and cancellations for their schools. This was a great role to prepare her for her move to the ELM National Disbursement Network in December 2000. In 2003, she became the Manager of the NDN. Today, she manages ELM’s Production Services team, which supports the origination, disbursement and refund processes at ELM. Her team creates and updates customer profiles, supports ELM’s NSC team with their internal requests, and reconciles the movement of funds. She enjoys working with the NSC team and ELM’s school and lender customers to ensure their needs and requests are fulfilled. Paulette works from her home office in Colorado and, in her spare time, enjoys the great outdoors, traveling around the state and finding new trails to explore in their state and national parks.
Senior Financial System Analyst
Stacey is ELM’s Senior Financial System Analyst on the Production Services team and has been with ELM since 2000. She began her career in 1990 working at Unipac/Nelnet where she gained her experience in the Loan Origination, Client Accounting and ELM NDN departments. In her spare time she enjoys hiking, camping, traveling, car shows, scenic drives with the Mile Hi Cobra car club and spending time with her husband and dogs, Roanan & Loki.