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Support Specialist

New York, New York, United States

At January, we're transforming the lives of borrowers by bringing humanity to consumer finance. Our data-driven products empower financial institutions to streamline their collections, providing borrowers with 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 paving the way for millions to achieve financial freedom.

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. 

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
  • Flexible 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 our Glassdoor 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.

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