Support Specialist

September 10

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January

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Transparent debt resolution platform humanizing the consumer debt collection industry

Financial Technology

51 - 200

Description

• 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.

Requirements

• 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 • Experience with ZenDesk (nice to have) • Experience working in a startup or financial services company (nice to have) • Experience working in a remote or hybrid environment (nice to have)

Benefits

• 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