Client Happiness Servicing, Associate

Earnest; United States; On-site; USD 47,000 - 60,000; Full time

Benefits offered by this job

Health, Dental, & Vision benefits plus

Mac computers + work-from-home stipend

Monthly internet and phone reimburse

Employee Stock Purchase Plan

Restricted Stock Units (RSUs)

401(k) plan with company match

Tuition reimbursement

Travel perk on Earnie-versaries

PTO and parental leave

Job summary

Earnest is seeking a Client Happiness Servicing Associate to respond to client inquiries through chat, email, SMS, or phone with accuracy and empathy. You will identify opportunities to cross-sell products and assist with payment arrangements while guiding customers through documentation and processes.

You will collaborate with internal teams to address client needs, maintain records in client systems, and help educate customers on loan processes and options.

Qualifications

• 1+ year of experience in customer service, sales, or collections.
• Strong verbal and written communication with de-escalation focus.
• Tech-savvy with ability to use loan and client systems.

Responsibilities

• Respond to client inquiries via chat, email, SMS, or phone with empathy and clarity.
• Promote and cross-sell company products where appropriate during servicing calls.
• Assist with payment arrangements and guide customers through required documentation.

Skills

Customer service

Sales experience

De-escalation

Communication

Job description

Earnest empowers ambitious professionals to make confident financial decisions and build the life they envision.

Earnies are committed to helping borrowers move forward with confidence by offering smarter borrowing options with a clearer path to taking control of their debt. If you’re as passionate as we are about our mission, read more below, and let’s build something great together.

The Client Happiness Servicing Associate

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.

About You:

• 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.

Even Better:

• 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

Where:

• 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 - $60,000USD.Employees are also eligible for performance-based bonuses.

#LI-AM

Earnest believes in enabling our employees to live their best lives. We offer a variety of perks and competitive benefits, including:

• 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

What Makes an Earnie:

At Earnest, our people bring our cultural principles to life. These principles define how we work, how we win, and what we expect of ourselves and each other:

• 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.

At Earnest, 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.

Earnest provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, veteran status, disability or genetics. Qualified applicants with criminal histories will be considered for the position in a manner consistent with the Fair Chance Ordinance.