At Earnest, we recognize that few aspects of life are more personal than finance. And on the Client Happiness team, we embrace that. We hear your stories day in and day out, and each piece of feedback and each story we hear reminds us how lucky we are to do what we do, and adds to the larger story of what we want our impact to be. Our stories affect each other and we wouldn’t have it any other way. To us, that is the real future of our company: the story of our clients.
Our goal in Client Happiness is to make your experience with us not only personal, but also engaging, thoughtful, and memorable. Rather than simply relying on quantitative data, we strive to ask follow up questions: Tell us about your new job opportunity? Why was 2008 a rough year? We go beyond the numbers to understand the person and the situation. We use facts as paths to learning the big picture and ask follow-up questions to the follow-up questions because we believe that situation-specific understanding leads to excellent decision-making. We want to change your borrowing experience from one that has become robotic and overly focused on credit scores to one that recognizes you as an individual.
Our support doesn’t end after the questions are asked and the answers are given. As our client base has grown, we have pushed ourselves to track and analyze our emails and phone calls so that we can communicate to our team what will make the application easier for you. Rather than be content with providing reactive support, we push ourselves to be proactive externally and internally. (We would love if you would help us be proactive. Write on our Facebook page what you think makes for quality customer support and what you think Earnest can do to provide that!)
“We work one-on-one with each client and take responsibility for their questions or concerns until the issue is resolved.”
We recognize that the relationships we are building now are foundations for a better future in banking as a whole, and we work one-on-one with each client and take responsibility for their questions or concerns until the issue is resolved. Rather than use automated messages and canned replies, we write individual responses to your questions as we realize each situation is different. Because we are dealing with your personal information, we put a premium on making the application process as manageable and painless as possible.
With that said, there aren’t always clear-cut solutions and answers to each person we speak to. But we love when that is the case because the complexity reflects the holistic nature of our application and process. We love knowing our clients by name and working to gather the best information we can so we can make the best and most informed decision we can. Whether we’re reading the reviews of clients on Credit Karma, asking for your feedback in an email, or tracking how many times an issue has occurred, we make sense of individual situations through meticulous tracking and widespread communication which then accumulates to drive us towards change.
Because Earnest is still a small company, we are always an email, chat, or phone call away. Whether you are only interested in learning more, or if you are filling out your loan application, the Earnest Client Happiness team is there every step of the way, and we’re always happy to help.
– Anne, Client Happiness