Support Specialist

Sorry, this job was removed Sorry, this job was removed at 09:42 a.m. (CST) on Friday, Jan 17, 2025
Hiring Remotely in USA
Remote
56K-60K Annually
Fintech • Mobile • Payments • Social Impact • Financial Services
We're fixing what’s broken in consumer credit with our data-driven platform, helping millions build a brighter future.
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.

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. 


#BI-Remote

What the Team is Saying

Person1
Ray
Workplace Experience Manager
“I love the people at January! Everyone you speak to is genuinely interested in you as a person, not just an employee. We have weekly coffee chats that are a great way to meet new people. Team collaboration is a verb for us, not just a saying.“
Ray
Lina
AJ
Danielle
Vanessa
Linya
Jake
Sam
The Company
HQ: New York, NY
90 Employees
Hybrid Workplace
Year Founded: 2016

What We Do

At January, we bring humanity to consumer finance. Using data intelligence, we create trust and deliver better outcomes for consumers and creditors alike. Our mission is simple: expand access to credit while empowering consumers to achieve lasting stability and control of their financial lives.

We began by building the foundation for creditors to engage with and support their borrowers at scale across the entire debt lifecycle. We’ve mastered outsourced collections by combining best-in-class performance with differentiated consumer satisfaction and superior compliance. 

And we’re just getting started. Together, we’re creating a financial system where trust and opportunity spark lasting change in people’s lives.

Why Work With Us

We're driven to push boundaries and thrive in a culture of collaboration, rapid growth, and continuous learning, January offers the chance to do your best work.

We thrive on:
Writing to clarify thinking, scale collaboration, and drive intentionality.
Prioritizing impact over routine.
Embracing growth, feedback, and new challenges with humility.

Gallery

Gallery
Gallery
Gallery
Gallery
Gallery
Gallery
Gallery
Gallery
Gallery
Gallery

January Offices

Hybrid Workspace

Employees engage in a combination of remote and on-site work.

Headquartered in New York City with an office in San Francisco, we believe that in-person collaboration promotes creativity, camaraderie, and trust amongst our team. Because of this, we operate on a hybrid model, where our team comes in 2-3x a week.

Typical time on-site: 2.5 days a week
HQNew York, NY
San Francisco, CA
Learn more

Similar Jobs

January Logo January

Support Specialist

Fintech • Mobile • Payments • Social Impact • Financial Services
Remote
USA
90 Employees
56K-60K Annually

January Logo January

Support Specialist

Fintech • Mobile • Payments • Social Impact • Financial Services
Remote
USA
90 Employees
56K-60K Annually
By clicking Apply you agree to share your profile information with the hiring company.

Sign up now Access later

Create Free Account

Please log in or sign up to report this job.

Create Free Account