Client Happiness Servicing Associate, Earnest

• 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

Desirable

• The Client Happiness Servicing Associate position will report to the Servicing Manager, Client Happiness
• 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