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

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