Support Specialist

At January, we're transforming the lives of consumers by bringing humanity to consumer finance. Our data-driven products help financial institutions streamline their collections, offering borrowers straightforward and compassionate solutions to regain financial stability and control over their lives. We're not just expanding access to credit – we're restoring dignity and giving millions of people the chance to achieve financial freedom.

About the Role

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.

What You’ll Work On

• 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.

What You Bring to the Table

• 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

As a New York City-based company, we are dedicated to transparent, fair, and equitable compensation practices that reflect our commitment to fostering an environment where all team members are valued and supported. We encourage individuals from all backgrounds to apply.

We are an equal opportunity employer committed to diversity and inclusion in the workplace. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, age, veteran status, or any other legally protected characteristic.