Client Happiness Servicing Associate

Summary

Join Earnest as a Client Happiness Servicing Associate and contribute to our mission of making higher education accessible and affordable. You will act as a brand ambassador, resolving client inquiries via various channels and providing exceptional customer service. Responsibilities include proactively promoting company products, assisting with payment arrangements, collaborating with internal teams, and maintaining accurate client records. The ideal candidate possesses at least one year of customer service experience, strong communication skills, and tech-savviness. Earnest offers a competitive salary, comprehensive benefits, and a supportive work environment.

Requirements

• 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
• Tech-savvy (MAC preferred), with 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

Responsibilities

• 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 and 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 - promoting additional offerings during service interactions when appropriate
• Maintain clear and professional records in client systems. Research inquiries using internal/external tools and coordinate with other departments for timely and effective resolution

Preferred Qualifications

• 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

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