Client Happiness Servicing Associate

TL;DR

Client Happiness Servicing Associate: Responding to client inquiries and guiding borrowers through repayment support with an accent on de-escalation, accurate information, and cross-selling eligible products. Focus on maintaining clear client records, coordinating with internal teams to resolve issues, and managing high call volumes under pressure.

Location: Remote (US)

Salary: $47,000 - $60,000 USD

Company

hirify.global provides smarter borrowing options to help borrowers take control of their debt.

What you will do

• Respond to client inquiries via chat, email, SMS, or phone; resolve concerns and provide repayment guidance with empathy and clarity.
• Identify eligible customers and proactively cross-sell company products during servicing interactions.
• Help clients with payment arrangements and commitments; encourage on-time payments and guide customers through relief options and required documentation.
• Collaborate with internal teams to address client needs, educate customers on loan processes and repayment options, and coordinate follow-ups.
• Maintain accurate, professional records in client systems and use internal/external tools to research and coordinate timely resolutions.

Requirements

• At least 1 year of experience in customer service, sales, or collections.
• Strong verbal and written communication with a focus on de-escalation and client resolution.
• Ability to work in a distraction-free environment to support a professional client-focused call environment.
• Tech-savvy with the ability to perform basic math calculations and navigate business systems efficiently (Mac preferred).
• Proven ability to listen actively, solve problems creatively, manage high call volumes under pressure, and work independently and cross-functionally.
• Must be based in the US.

Nice to have

• Experience in student lending, banking, or financial aid industries.
• Call center experience and exposure to sales and/or account management roles.
• Familiarity with loan processing and/or underwriting procedures.

Culture & Benefits

• Health, dental, and vision benefits plus savings plans.
• Mac computers and a work-from-home stipend to set up a home office.
• Monthly internet and phone reimbursement.
• 401(k) plan with company match, Employee Stock Purchase Plan, and RSUs.
• Robust tuition reimbursement, competitive annual PTO, and parental leave.
• $1,000 travel perk on each Earnie-versary to anywhere in the world.

Hiring process

• Interviews to assess communication, de-escalation, and client resolution skills.
• Evaluation of fit for high-volume servicing and cross-functional collaboration.