Client Happiness Compliance Specialist - SLC

Want to revolutionize finance?

Earnest is a financial technology company changing consumer lending. We are a team of math nerds, designers, computer geeks and innovators going after a huge market by creating a company built on flawless design, powerful software, advanced data science and an incredible client experience. We believe that if we fundamentally re-engineered the experience of borrowing money, it would look and feel completely different to how it does today.

As a Client Happiness Complaints Specialist, you will help keep Earnest accountable to its clients, building a culture of compliance while de-escalating conflicts with empathy and intelligence. You'll also provide financial expertise and educational support to our potential and existing clients.

You find people fascinating and truly enjoy delighting others. Your career focus is on exceeding client expectations, whether as a front-line representative or a leader of the team. You see each interaction with a client as an integral part of the business and are always finding ways to make the entire process smoother.

Every day begins and ends with one priority: building trust with people. You are an optimistic and attentive teammate who listens to clients, figures out what really matters, and you are resourceful enough to troubleshoot problems and get things done. You want to make people unexpectedly happy and leave them better than you found them.

We want to change the way people think about their banking experience. We are the attitude and voice of Earnest. Join us.

As a member of the Client Happiness Team, you'll report to the Head of Client Happiness, and:

* Be the first point of contact and advocate for clients

* Handle client support requests via email and phone, using logic and the clients perspective to answer questions and troubleshoot problems

* Facilitate timely and effective intake, investigation, and resolution of consumer complaints following all compliance policies, while maintaining a trusting client experience inline with the Earnest brand.

* Maintain and deliver complaint reporting to internal and external stakeholders

* Facilitate quarterly complaint trend and root cause analysis

* Provide training and guidance on handling of complaints to Client Happiness Team

* Ensure team-wide compliance with company complaints policies and procedure

* Work cross-functionally with legal team on escalated and regulatory complaints

* Respond to incoming consumer verification disputes from credit reporting agency(ies)


* Articulate, personable, and reliable with great writing skills and email etiquette

* 1+ years of online-based customer support experience with previous experience in financial services or banking a plus or 1+ years of previous experience in legal compliance, with compliance experience in finance or another highly regulated industry a plus

* Ability to provide an outstanding customer support experience in e-mail, chat, and/or phone channels and experience handling escalated issues

* Bachelor's degree or equivalent work experience and solid familiarity with consumer lending and fair lending laws

Earnest Perks & Benefits:

* Health, Dental, & Vision benefits plus savings plans

* Employee Stock Purchase Plan

* 401(k) plan to allow you to save for retirement plus a company match

* Tuition reimbursement program

* $1000 flight on each Earnie-versary to anywhere in the world and a self-serve vacation plan

Earnest provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. Qualified applicants with criminal histories will be considered for the position in a manner consistent with the Fair Chance Ordinance.