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Client Happiness Team Member - Des Moines, United States - Navient
Description
Earnest's mission is to make higher education accessible and affordable for everyone. We empower past, present, and soon-to-be students to maximize their financial futures through thoughtful guidance and impactful products.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.
The Client Happiness Associate I position will report to the Supervisor, Client Happiness.
As the Client Happiness Associate I, you will:
Act as a brand representative of Earnest, ensure availability and quick response to all incoming or outgoing calls, emails, or chats with prospective clients, current clients, cosigners, and authorized third parties
Provide accurate information on student loan programs offered and provide resolution to customer issues, concerns, and problems
Educate on eligibility guidelines for loan products, application review and payment processes, and loan repayment options and protections
Perform due diligence and collection activities on delinquent accounts by providing customers with information on the importance of timely payments and the consequences of default
Your Impact:
The goal of the Client Happiness Team Member is to answer inquiries from customers, understand and advocate for client experience, assist with problem resolution and conversion throughout the origination funnel, as well as support reduced delinquency behavior, secure payments, and inform and educate clients across all Earnest financial products
About You:
Bachelor's degree with a minimum of 6 months in a customer service, sales, or collections role OR high school diploma with a minimum of 1-2 years of customer service experience in a contact center or other equivalent customer service-based experience
Tech/computer savvy (MAC preferred) with the ability to operate in a business environment and maintain professional conduct
Ability to handle client escalations, utilize appropriate de-escalation techniques, take ownership, and resolve concerns, while also managing a high volume of calls and contacts in a fast-paced, high-pressure environment
Must communicate in a clear, concise and professional manner both in written and verbal channels
Demonstrated ability to listen and "hear" the customer's concern so that the appropriate response can be provided with bias towards client resolution and creative problem-solving
Demonstrated ability to perform basic mathematical calculations in order to determine proper support for loan repayment (monthly payment amounts, daily accrued interest)
Ability to work effectively in a team, as well as individually, and cross-functionally with others in a results-oriented environment
Even Better:
Experience with student lending, banking, loans, and/or financial aid
Call center experience a plus
Loan processing and or underwriting experience a plus
About Us:
What makes an "Earnie" culture:
Drivers – Drivers are satisfied by making things happen, not coming along for the ride.
They feel a strong sense of ownership for their projects and teams and demand high standards from themselves and others.
Humility – Humble team players check their egos and consider the team's needs above their own. They are self-aware of their strengths and opportunities for improvement.Growth Mindset – People with a growth mindset approach challenges and failures as learning opportunities. They seek feedback to improve, give feedback to others, and genuinely want to perform well.
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
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
Work anywhere in the U.S.
Mac computers + work from home stipend to set up your home office
Monthly internet and phone reimbursement
Employee Stock Purchase Plan
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
Annual "my day"
Pet insurance
Competitive parental leave
Plenty of Earnest swag, optional in person team gatherings, picnics, celebrations, and plenty of fun virtual events
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.
#LI-AM1A 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, determined primarily based on a candidate's location. Earnest takes a market-based approach, categorizing U.S. locations into one of five zones based on a cost of labor index for that geographic area. The successful candidate's starting pay will also be determined based on job-related qualifications, internal compensation, and budget. This range may be modified in the future.
Pay Range
$45,000—$56,000 USD
