Client Happiness Associate

This is a fully remote position, open to applicants in United States.

📋 Description

• Serve as a professional brand ambassador by swiftly addressing client inquiries through chat, email, SMS, or phone.

• Deliver precise information, resolve issues, and provide empathetic and clear repayment guidance.

• Identify and actively promote company products to suitable customers during service calls.

• Assist clients with setting up payment arrangements and commitments.

• Foster timely payments, clarify available relief options, and support customers with required documentation and follow-ups.

• Collaborate with internal teams to meet client needs effectively.

• Educate customers about loan processes, repayment options, and company offerings.

• Keep detailed and professional records in client systems.

• Conduct research utilizing both internal and external resources.

• Work with other departments to ensure prompt and efficient resolution of issues.

• Report directly to the Servicing Supervisor of Client Happiness.

⛳️ Requirements

• Minimum of 1 year of experience in customer service, sales, or collections.

• Excellent verbal and written communication skills with an emphasis on de-escalation, client resolution, and professionalism.

• A consistently distraction-free environment to maintain a professional, client-oriented call setting.

• Tech-savvy; preference for MAC systems.

• Capability to perform basic math calculations for loan assistance and navigate business systems effectively.

• Ability to listen attentively, think creatively to solve problems, manage high call volumes under pressure, and work efficiently both independently and as part of cross-functional teams.

• Experience in student lending, banking, or financial aid sectors is a plus.

• Background in call center settings or experience in sales and/or account management roles is advantageous.

• Familiarity with loan processing and/or underwriting processes is beneficial.

• Position based in the US.

🏝️ Benefits

• Health, Dental, & Vision benefits along with savings plans.

• Mac computers and a work-from-home stipend to establish your home office.

• Monthly reimbursements for internet and phone expenses.

• Employee Stock Purchase Plan.

• Restricted Stock Units (RSUs).

• 401(k) plan designed to assist you in saving for retirement with a company match.

• Comprehensive tuition reimbursement program.

• $1,000 travel benefit on each Earnie-versary for trips anywhere in the world.

• Competitive annual PTO days.

• Competitive parental leave.

• Employees are also eligible for performance-based bonuses.