Client Happiness Servicing Associate

Our mission is to make higher education accessible and affordable for everyone. We empower students with financial support and supercharge their ability to pay down their debt, so they can get on the right financial track, fast.

We build tools that help people feel in control of their financial future, including:

• Private student loans - low rates, people-first service, and flexible payments.
• Student loan refinancing - break free from high-interest rates or monthly payments.
• Scholarships - access to thousands of scholarships to help students pay less.

Earnies are committed to helping students live their best lives, free from the stress of student 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 position will report to the Servicing Manager, 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 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.

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.
• 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.

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.

#LI-KB

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.