Client Happiness Servicing Associate

About the Company

Earnest helps ambitious professionals make confident choices about their finances and work toward the future they want. The company supports borrowers with more intelligent borrowing solutions and a clearer route to managing debt with more control.

Role Overview

The Client Happiness Servicing Associate will report to the Servicing Supervisor within the Client Happiness team. This position focuses on delivering responsive, accurate, and empathetic support to clients while also contributing to business growth through appropriate product promotion.

Key Responsibilities

• Serve as a professional representative of the brand by answering client questions quickly through chat, email, SMS, and phone, while providing correct information, easing concerns, and guiding repayment discussions with clarity and empathy.
• Look for suitable opportunities to introduce and cross-sell company products to eligible customers during servicing interactions, helping support revenue and growth goals.
• Support clients with payment commitments and arrangements, encourage timely payments, explain relief options, and help with required documents and follow-up steps.
• Work closely with internal teams to solve client issues, explain loan and repayment processes, and share relevant product information when appropriate.
• Keep detailed, accurate notes in client systems, research issues using internal and external resources, and coordinate with other teams to ensure prompt resolution.

Candidate Profile

The company is looking for someone with at least one year of experience in customer service, sales, or collections, along with strong verbal and written communication skills. The right candidate should be comfortable de-escalating difficult situations, resolving client concerns professionally, and handling high call volumes. A distraction-free work environment is required for maintaining a professional client experience. The role also calls for strong tech comfort, preferably on Mac systems, basic math ability for loan-related support, and the ability to work both independently and with cross-functional teams.

Preferred Experience

Additional advantage will be given to applicants with experience in student lending, banking, financial aid, call center operations, sales, account management, or loan processing and underwriting.

Location

This position is based in the United States.

Compensation

The expected base salary range for this role is USD 47,000 to USD 60,000 per year. Final starting pay will depend on role-related qualifications, internal compensation considerations, candidate location, and budget. Performance-based bonuses are also available.

Benefits and Perks

• Health, dental, and vision coverage, along with savings plans
• Mac computers and a work-from-home stipend for setting up a home office
• Monthly reimbursement for internet and phone expenses
• Employee Stock Purchase Plan
• Restricted Stock Units (RSUs)
• 401(k) retirement plan with company match
• Tuition reimbursement program
• USD 1,000 travel benefit on each work anniversary, redeemable for travel anywhere in the world
• Competitive annual PTO
• Competitive parental leave

Work Culture

Earnest emphasizes speed, resilience, high standards, teamwork, and a sense of humor. The company encourages employees to act quickly, take on difficult challenges, keep improving, collaborate closely, and stay grounded while doing important work.

Diversity, Equity, and Inclusion

Earnest is committed to creating an environment where employees feel included, respected, and heard. The company welcomes diverse perspectives and encourages candidates to apply even if their background is only a close match to the role.

Equal Opportunity Statement

All qualified applicants and employees are considered without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, veteran status, disability, or genetics. Candidates with criminal histories will be reviewed in line with applicable fair chance requirements.