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