Client Happiness Associate (Customer Support)

Earnest Salt Lake City , UT 84101

Posted 4 weeks ago

Earnest empowers people with the financial capital they need to live better lives.

We're an accomplished team of technology, finance, and design geeks who believe consumer lending can be radically improved and are doing something about it. We are disrupting the trillion dollar student loan industry by redefining what it means to be creditworthy. We created a company that combines data science, streamlined design, and technology to:

  • Build products that simplify the lending process

  • Personalize loans to suit the needs of our customers

  • Engage with our customers through more human experiences

Our culture is one that values transparency and blameless problem solving. Earnest has a strong track record of employee growth and career progression. Earnies are empathetic, product-focused, proactive, and curious.

As an Associate on our Client Happiness Team, you will report to the Client Happiness Team Lead/Supervisor, and will provide financial expertise and educational support to our potential and existing clients. You will also:

  • Be the first point of contact and advocate for clients

  • Handle a high volume of client support requests by email and phone, using empathy and logical reasoning to answer questions and troubleshoot problems

  • Triage incoming requests, accurately diagnose and elevate bugs to the engineering team, and track client happiness metrics

  • Identify trends and inefficiencies to enhance the client experience

Qualifications:

  • Articulate, personable, and reliable with strong written skills and email etiquette.

  • 1+ years of online-based customer service experience, previous experience in financial services or banking a plus

  • CRM/support tool experience in platforms like Zendesk, etc. a plus

  • Works well under pressure and tight deadlines within a dynamic environment

  • Bachelor's degree or equivalent work experience

Earnest Perks & Benefits:

  • Health, Dental, & Vision benefits plus savings plans

  • Employee Stock Purchase Plan

  • 401(k) plan to help you to save for retirement plus a company match

  • Tuition reimbursement program

  • $1000 flight on each Earnie-versary to anywhere in the world and 20 days accrued annual PTO

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, disability, genetics, gender identity or expression, or veteran status. Qualified applicants with criminal histories will be considered for the position in a manner consistent with the Fair Chance Ordinance.

#LI-MR1


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Client Happiness Associate (Customer Support)

Earnest