Client Happiness Team Lead, Servicing

<div class="content-intro"><p><strong>Our mission is to make higher education accessible and affordable for everyone. </strong>We empower students with financial support and supercharge their ability to pay down their debt, so they can get on the right financial track, fast.</p> <p>We build tools that help people feel in control of their financial future, including:</p> <ul> <li><strong>Private student loans </strong>- low rates, people-first service, and flexible payments.</li> <li><strong>Student loan refinancing </strong>- break free from high-interest rates or monthly payments.</li> <li><strong>Scholarships</strong> - access to thousands of scholarships to help students pay less.</li> </ul> <p>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!</p></div><div class="p-rich_text_section">The&nbsp;<strong data-stringify-type="bold">Servicing Supervisor, Client Happiness</strong> position will report to the Servicing Manager.&nbsp;<br><br><strong data-stringify-type="bold">As the Servicing Supervisor, you will:</strong></div> <ul class="p-rich_text_list p-rich_text_list__bullet p-rich_text_list--nested" data-stringify-type="unordered-list" data-list-tree="true" data-indent="0" data-border="0"> <li data-stringify-indent="0" data-stringify-border="0">Lead, coach, and support frontline servicing agents and Team Leads.</li> <li data-stringify-indent="0" data-stringify-border="0">Oversee daily servicing performance, quality, and accuracy across all client contact channels (phone, email, chat, SMS).</li> <li data-stringify-indent="0" data-stringify-border="0">Help resolve escalated client issues and ensure strong problem resolution.</li> <li data-stringify-indent="0" data-stringify-border="0">Monitor workflows, service levels, and servicing outcomes to meet team goals.</li> <li data-stringify-indent="0" data-stringify-border="0">Partner with the Servicing Manager to roll out strategies and improve processes.</li> <li data-stringify-indent="0" data-stringify-border="0">Ensure servicing work meets compliance and regulatory requirements.</li> <li data-stringify-indent="0" data-stringify-border="0">Support team engagement, readiness, and ongoing development.</li> </ul> <div class="p-rich_text_section"><strong data-stringify-type="bold">About You:</strong></div> <ul class="p-rich_text_list p-rich_text_list__bullet p-rich_text_list--nested" data-stringify-type="unordered-list" data-list-tree="true" data-indent="0" data-border="0"> <li data-stringify-indent="0" data-stringify-border="0">2+ years of experience in a contact center or loan servicing environment.</li> <li data-stringify-indent="0" data-stringify-border="0">5+ years of people leadership experience (Supervisor, Lead, or similar).</li> <li>Familiarity with CRM or servicing systems.</li> <li data-stringify-indent="0" data-stringify-border="0">Strong knowledge of loan servicing and repayment processes.</li> <li data-stringify-indent="0" data-stringify-border="0">Comfortable coaching and developing team members in a fast-paced environment.</li> <li>Strong analytical, problem-solving, and decision-making skills.</li> <li data-stringify-indent="0" data-stringify-border="0">Clear and effective written and verbal communication skills.</li> </ul> <div class="p-rich_text_section"><strong data-stringify-type="bold">Even Better:</strong></div> <ul class="p-rich_text_list p-rich_text_list__bullet p-rich_text_list--nested" data-stringify-type="unordered-list" data-list-tree="true" data-indent="0" data-border="0"> <li data-stringify-indent="0" data-stringify-border="0">Experience in student loan servicing, financial services, or regulated customer support</li> <li data-stringify-indent="0" data-stringify-border="0">Exposure to workforce management or staffing coordination.</li> <li data-stringify-indent="0" data-stringify-border="0">Knowledge of servicing compliance frameworks (FDCPA, CFPB).</li> </ul> <div class="p-rich_text_section"><strong data-stringify-type="bold">Where:</strong><br>&nbsp;This role will be remote.</div> <p>#LI-GA1</p><div class="content-pay-transparency"><div class="pay-input"><div class="description"><p>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&nbsp;based on the roles location. The successful candidate’s starting pay will also be determined based on job-related qualifications, internal compensation,&nbsp;candidate location&nbsp;and budget. This range may be modified in the future.</p></div><div class="title">Pay Range </div><div class="pay-range"><span>$66,400</span><span class="divider">&mdash;</span><span>$90,250 USD</span></div></div></div><div class="content-conclusion"><p><strong>Earnest believes in enabling our employees to live their best lives. We offer a variety of perks and competitive benefits, including:&nbsp;</strong></p> <ul> <li>Health, Dental, &amp; Vision benefits plus savings plans</li> <li>Mac computers + work-from-home stipend to set up your home office</li> <li>Monthly internet and phone reimbursement</li> <li>Employee Stock Purchase Plan</li> <li>Restricted Stock Units (RSUs)</li> <li>401(k) plan to help you save for retirement plus a company match</li> <li>Robust tuition reimbursement program</li> <li>$1,000 travel perk on each Earnie-versary to anywhere in the world&nbsp;</li> <li>Competitive days of annual PTO</li> <li>Competitive parental leave</li> </ul> <p><strong>What Makes an Earnie:</strong></p> <p>At Earnest, our people bring our cultural principles to life. These principles define how we work, how we win, and what we expect of ourselves and each other:</p> <ul> <li><strong>Every Second Counts</strong>: Speed is our competitive advantage. Our customers need better solutions, and the faster we execute, the greater our chance of success.</li> <li><strong>Choose To Do Hard Things</strong>: We win by tackling the hard things that others avoid, fueled by grit and resilience.</li> <li><strong>Pursue Excellence</strong>: Great companies, teams, and individuals never settle and are proud of the work that they do. What’s good enough today won’t be good enough tomorrow. Excellence isn’t a destination; it’s a mindset of continuous improvement.</li> <li><strong>Lead Together</strong>: Our success comes from how we work together. Leadership is not about titles—it is about action. We take ownership, drive results, and move forward as a team.</li> <li><strong>Don’t Take Yourself Too Seriously</strong>: We take our work seriously, not ourselves. The stakes are high, but a sense of humor keeps us grounded, creative, and resilient.</li> </ul> <p><strong>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.&nbsp;&nbsp;</strong></p> <p><em>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.</em></p></div>