; and (iii) inform borrowers about alternative repayment options, prior to discussing forbearance and deferment. (3) Toll-free telephone number Each covered lender, servicer, or assignee shall maintain a toll-free telephone number that shall— (A) connect directly to the repayment specialist office or unit designated under paragraph (1); (B) be made available on the primary internet website of the covered lender, servicer, or assignee, on monthly billing statements, and any required disclosures; and (C) not subject borrowers to unreasonable call wait times. (4) Compensation Staff of the repayment specialist office or unit designated under paragraph (1) shall not be compensated on the basis of the volume of calls or accounts handled, dollar amounts collected, brevity of calls, or in any other manner that may encourage undue haste and lack of diligence or quality customer service. (k) Actions when borrower is having difficulty making payment or is 60 days delinquent (1) In general Not more than 5 days after a borrower notifies a covered lender, servicer, or assignee that the borrower is having difficulty making payment or a borrower becomes 60 days delinquent on a postsecondary education loan, the repayment specialist office or unit designated under subsection (j) shall— (A) complete a full review of the borrower’s postsecondary education loan and make a reasonable effort to obtain the information necessary to determine— (i) if the borrower is eligible for an alternative repayment option, including Federal Direct Consolidation Loans under part D of title IV of the Higher Education Act of 1965 ( 20 U.S.C. 1087a et seq.), as applicable; (ii) if the borrower is eligible for servicemember or veteran benefits under the Servicemembers Civil Relief Act ( 50 U.S.C. App. 501 et seq.) or other Federal or State law related to postsecondary education loans; and (iii) if the postsecondary education loan is eligible for discharge by the Secretary of Education