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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.
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.
At January, we are looking for a Support Specialist to join our team in New York City. This role involves handling inbound phone calls, emails, and texts from borrowers who are seeking assistance with their accounts. The ideal candidate will have 2-3+ years of customer service experience, be comfortable discussing sensitive financial matters, and possess excellent negotiation and problem-solving skills. This is a full-time position with a competitive compensation package and a range of benefits, including a hybrid work model, flexible work hours, and opportunities for professional growth. If you are passionate about helping people in financial distress and want to work in a diverse and inclusive environment, we encourage you to apply.
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.
