Client Happiness Servicing Associate
The Client Happiness Servicing Associate position will report to the Servicing Manager, 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 and 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 - promoting additional offerings during service interactions when appropriate.
Maintain clear and professional records in client systems. Research inquiries using internal/external tools and coordinate with other departments for 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.
Tech-savvy (MAC preferred), with 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.
#LI-AM1
About the job
Apply for this position
Client Happiness Servicing Associate
The Client Happiness Servicing Associate position will report to the Servicing Manager, 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 and 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 - promoting additional offerings during service interactions when appropriate.
Maintain clear and professional records in client systems. Research inquiries using internal/external tools and coordinate with other departments for 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.
Tech-savvy (MAC preferred), with 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.
#LI-AM1