We're adding one more Support Specialist to our team who will be responsible for handling inbound and outbound phone calls from borrowers who are looking for help with their account. This individual will oversee our internal collection efforts, including the development and implementation of strategies for improving liquidation, borrower satisfaction, and client satisfaction. This position is intended for someone who is willing and able to handle high inbound and outbound call volumes while navigating multiple software systems.

Your impact:

• Manage inbound/outbound calls and emails from borrowers with the objective of addressing their account needs.
• You will use Zendesk to document communications, analyze user problems, resolve basic issues, and facilitate payments on behalf of borrowers who call in.
• Contribute to January’s contact center call procedures and processes, raising the bar for how we interact with borrowers.
• Improve existing contact center processes. You will assist in evaluating inbound call workflows, efficiencies, and problems to identify the most effective use of resources to meet capacity goals.
• Inform future product improvements. You will gather user feedback through your use of January’s system and communication with borrowers.
• Understand and adhere to all federal and state collection and consumer protection laws and regulations, as well as our internal policies and procedures.

You may be a fit if you have:

• 1-3+ years of experience in a high-volume, metrics-focused phone-based customer service environment with a proven track record of meeting or exceeding performance targets
• Comfortable with conversing over the phone about sensitive financial matters while maintaining efficiency and productivity
• Ability to handle inbound and outbound calls, as well as communicate effectively through other channels (e.g., email, chat), while maintaining an empathetic and respectful tone
• Excellent negotiation, problem-solving, and time management skills to handle high call volumes efficiently
• Thrives in a fast-paced, high-pressure environment, consistently meeting or exceeding metrics and productivity goals across multiple communication channels

Nice to have, but not required: 

• Fluent in Spanish
• Experience with Zendesk
• Experience working in a startup or financial services company
• Experience working in a remote or hybrid environment
• Collections Experience

January believes in doing its part to help close the wage gap that continues to plague much of the US workforce. We offer transparent and equitable compensation packages to all existing and future January team members.
 
Our compensation range for the Support Specialist role is $56,000 to $60,000. We determine the final package by considering experience, applicable education and training, and relevant skills derived throughout our interview process. Offers will be contingent on a negative background and drug screening prior to employment. 

January prioritizes the safety and well-being of our team members and, as such, requires all employees who work from or visit a January office to have proof of COVID-19 vaccination or provide a valid medical or religious exemption.