Client Happiness Servicing, Associate

About the role

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

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.
• Aid 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;
• 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.

Better Than Average

• 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.

About You

This role will be based in the US. 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 roles 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.

What Makes an Earnie

• Every Second Counts: Speed is our competitive advantage. Our customers need better solutions, and the faster we execute, the greater our chance of success.
• Choose To Do Hard Things: We win by tackling the hard things that others avoid, fueled by grit and resilience.
• Pursue Excellence: Great companies, teams, and individuals never settle and are proud of the work that they do. What's good enough today won't be good enough tomorrow. Excellence isn't a destination; it's a mindset of continuous improvement.
• Lead Together: Our success comes from how we work together. Leadership is not about titles—it is about action. We take ownership, drive results, and move forward as a team.
• Don't Take Yourself Too Seriously: We take our work seriously, not ourselves. The stakes are high, but a sense of humor keeps us grounded, creative, and resilient.

Where

This role will be based in the US.

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;
• Raised 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.

Equal Opportunity Employer

We are committed to building an environment where our employees feel included, valued, and heard. Our belief is that a strong commitment to diversity, inclusion, equity, and belonging enables us to move forward with our mission. We are dedicated to adding new perspectives to the team and encourage anyone to apply if your experience is close to what we are looking for.