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Support Specialist
Posted on 9/15/2022
INACTIVE
Locations
Remote
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Customer Service
Zendesk
Requirements
  • 1-3+ 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
Responsibilities
  • 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
Desired Qualifications
  • Experience with ZenDesk
  • Experience working in a startup or financial services company
  • Experience working in a remote or hybrid environment
  • Fluent in Spanish
January

11-50 employees

Consumer debt resolution software
Company Overview
January’s mission is to set a new standard for humanized debt collection with their tech-enabled platform that improves recovery rates and sets creditors and borrowers up for success. The company’s technology-enabled collection agency service enables creditors to recover more while reducing reputational, compliance, and operational risk, while giving borrowers more compassionate ways to get back on track.
Benefits
  • Hybrid and remote work policy
  • Pet-friendly offices
  • Unlimited PTO
  • Flexible work hours
  • Generous New Parent Leave
  • Equity
  • Annual learning and development stipend
  • 401k
  • Gym membership reimbursement
  • Medical, dental, and vision
  • Commuter benefits
  • Fun team events
Company Core Values
  • Assume positive intent
  • Cultivate frequent feedback
  • Achieve speed through rigor
  • Celebrate the wins
  • Embrace process over outcome
  • Start with Why
  • Celebrate initative
  • Chreish writing