Support Specialist

We're adding a Support Specialist to our team, who will be responsible for handling inbound phone calls, emails, and texts 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 volume while navigating multiple software systems.

Your impact:

• Manage inbound calls, emails, and texts from borrowers with the objective of addressing their account needs.
• 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, 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 by gathering 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:

• 2 - 3+ years of customer service experience with a proven track record of high performance
• Comfortable with conversing on the phone about sensitive financial matters
• Preference towards an empathetic and respectful tone while communicating verbally with consumers
• Excellent negotiation and problem-solving skills
• Works well under pressure in a fast-paced, high-volume environment
• Fluent in written and verbal communication in Spanish

Nice to have, but not required:

• Experience with ZenDesk
• Experience working in a startup or financial services company
• Experience working in a remote or hybrid environment

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.