A little background on Earnest: We’re a remote first FinTech company with an accomplished team 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

What makes an “Earnie” culture: 

Earnest’s culture is as dynamic as the products we’re building and defining every day. We’re a fast-growing company, and that means we’re constantly integrating the new perspectives of every individual.

Earnies define our culture as:

  • Earn Happy Customers
    • Our success comes from anticipating their needs and providing the solutions they’re looking for.
  • Better is Better
    • The path to great means getting better every day. We push ourselves, and each other, to remain curious and think differently. 
  •  PhD in Moving Fast
    • Our customers are tired of long wait times and large student loan bills so we constantly seek out ways to deliver faster.
  •  Passion for Challenges
    • Perseverance and optimism are just the start to take on the inertia of a national trillion-dollar problem.
  •  Impact is a Team Sport
    • We maximize our impact when we act as one team.

 

Our Earnie’s are fun, innovative, and willing to rollup their sleeves to help their team succeed in a fast-paced environment. If this sounds like you, and you want to join us on our mission to radically disrupt a trillion dollar fintech industry, keep reading to find out how.

As a Client Happiness Team Member, you will report to your Client Happiness Team Supervisor and provide Earnest financial expertise and educational support to new, existing, and potential clients.

  • Every day begins and ends with one priority: building trust with people.
  • Make clients unexpectedly happy and leave them better than you found them.
  • Handle a high volume of client support requests via email, phone, and chat 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.

Ideal background and expertise: 

  • Bachelor’s degree with a minimum of six months to one year customer service, sales, or collections experience or high school diploma with 1-2 years of customer service experience in a contact center or other equivalent experience.
  • Must have excellent computer (MAC preferred) skills and ability to operate in a business environment
  • Ability to handle high volume of calls in a high pressured, fast paced environment
  • Must communicate in a clear and 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 is given
  • Demonstrated ability to perform mathematical calculations in order to determine proper support for delinquency of loans utilizing last payment dates, monthly payment amounts, interest rates and payments received
  • Demonstrated ability to maintain professional conduct in a business environment
  • Ability to work effectively in a team, as well as individually and cross-functionally with others in a results-oriented environment
  • Ability to multitask effectively without sacrificing quality results or client satisfaction
  • Bias towards client resolution and creative problem solving
  • Ability to handle client escalations and utilize appropriate techniques to consistently de-escalate, take ownership, and resolve concerns

Earnest believes in enabling our employees to live their best lives. We offer a variety of perks and competitive benefits that include: 

  • 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
  • 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
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