Client Happiness Associate
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Job Description
Client Happiness Servicing Associate at Earnest supporting borrowers with inquiries via chat, email, and phone. Collaborating with teams and resolving concerns while educating clients on products.
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, 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.
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.
- 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.
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
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