At January, we work to ensure that borrowers who fall behind on debt are treated with fairness and respect. Owing to outdated processes and bad actors, traditional debt collection is rife with harassment and fraud. Our products tackle this by helping financial institutions modernize collections, giving borrowers simpler and more compassionate ways to get back on track.

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.

What we can offer you:

Pet-friendly office (only in NYC, for now!)
Competitive equity packages, giving you a chance to feel true ownership of your work
Unlimited PTO so you can take the time you need to rest and recharge
Hybrid work model, where our team comes in 3x a week
Flexible work hours for better work/life balance
12 weeks fully paid new parent leave program for all employees to enjoy bonding time
Free lunches for team socializing activities
Annual learning and development budget to invest in your professional growth
401k so you can invest in your future
Gym membership reimbursement
Medical, dental, and vision insurance
Free access to One Medical
Free access to the mental well-being platform Spring Health plus 3 free virtual sessions with a Spring Health licensed therapist
Commuter benefits for your travel to/from the office
Endless growth opportunity and the ability to take on new and exciting challenges

Recognitions:

Built In's Best Startups to Work For in New York (2023)
Built In's Best Startups to Work For in New York (2024)
Built In's Best Startups to Work For in San Francisco (2023)
Built In's Best Startups to Work For in San Francisco (2024)
Crain's Best Places to Work in NYC (2022)
Crain's Best Places to Work in NYC (2023)

To learn more about what it’s like to work with us, check out ourGlassdoor reviews. We think our track record speaks best.

January is an equal opportunity employer and does not discriminate on the basis of race, color, creed, ethnicity, sex, gender identity, sexual orientation, religion, disability, age, veteran status, or any other category protected by law.

At January, we believe that diversity of outlooks, demographics, identities, and life experiences enable companies to build the best products. More diversity means more empathy with different types of people. This matters a lot for us, since so many borrowers in financial distress with whom we engage come from underrepresented backgrounds. We practice what we preach and look forward to continuing to grow and build on our already diverse team.

January remote jobs

Support Specialist

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Support Specialist