[Hiring] Client Happiness Servicing Associate @Earnest

Role Description

The Client Happiness Servicing Associate position will report to the Servicing Supervisor of Client Happiness. As the Client Happiness Servicing Associate, you will:

• Act as a professional brand ambassador by promptly responding to client inquiries via chat, email, SMS, or phone. Provide accurate information, resolve concerns, and offer repayment guidance with empathy and clarity.
• Identify, proactively promote, and cross-sell company products to eligible customers during servicing calls, contributing to overall business growth targets.
• Assist clients with payment arrangements and commitments. Encourage on-time payments, explain available relief options, and guide customers through necessary documentation and follow-ups.
• Collaborate with internal teams to address client needs. Educate customers on loan processes, repayment options, and company products, and promote additional offerings during service interactions when appropriate.
• Maintain clear and professional records in client systems. Conduct research using internal/external tools and coordinate with other departments to ensure timely and effective resolution.

Qualifications

• At least 1 year of experience in customer service, sales, or collections; strong verbal and written communication with a focus on de-escalation, client resolution, and professional conduct.
• You have a distraction-free environment consistently available to promote a professional, client-focused call environment.
• Tech-savvy (MAC preferred), with the ability to perform basic math calculations for loan support and navigate business systems efficiently.
• Demonstrated ability to listen actively, solve problems creatively, manage high call volumes under pressure, and work effectively both independently and within cross-functional teams.

Requirements

• Experience in student lending, banking, or financial aid industries.
• Background in call center environments or exposure to sales and/or account management roles.
• Familiarity with loan processing and/or underwriting procedures.

Compensation

A little about our pay philosophy: We take pride in compensating our employees fairly and equitably. We are showcasing a range of your potential base salary based on the role's location. The successful candidate’s starting pay will also be determined based on job-related qualifications, internal compensation, candidate location, and budget. This range may be modified in the future.

Salary Range: $47,000 - $60,000 USD. Employees are also eligible for performance-based bonuses.

Benefits

• Health, Dental, & Vision benefits plus savings plans.
• Mac computers + work-from-home stipend to set up your home office.
• Monthly internet and phone reimbursement.
• Employee Stock Purchase Plan.
• Restricted Stock Units (RSUs).
• 401(k) plan to help you save for retirement plus a company match.
• Robust tuition reimbursement program.
• $1,000 travel perk on each Earnie-versary to anywhere in the world.
• Competitive days of annual PTO.
• Competitive parental leave.