Empathetic Collections Specialist

January; United States; A distancia; USD 42.000 - 70.000; Jornada completa

Descripción de la vacante

January is seeking a Recovery Specialist to handle high-volume inbound calls, emails, and texts, resolving account issues and taking payments while documenting conversations in our CRM.

You will adapt your style for each caller, stay compliant with laws and January policies, and work to improve CSAT, QA, and overall caller experience with a focus on efficiency and continuous improvement.

Formación

• 1–2+ years in a high-volume, customer-facing role such as customer service or collections.
• Track record of hitting targets like CSAT, QA scores, SLAs and recovery goals.
• Reliability; you meet commitments and flag problems early.
• Clear, empathetic communication in spoken and written form, even in tense money conversations.
• Compliance awareness; understand payments, recoveries and account issues.
• Comfort with tools (Zendesk, Twilio, Google Workspace) and interest in AI-assisted improvements.

Responsabilidades

• Own every interaction, start to finish, handling calls, emails, texts and chats and documenting conversations in the CRM.
• Handle hard conversations with care, staying empathetic and professional.
• Hit targets for CSAT, QA, SLA, recovery and handle time while managing high volume.
• Evaluate inbound workflows, identify inefficiencies and propose process changes to speed up agents.
• Be the voice of the caller by tracking feedback and reporting patterns to Product/Operations/Compliance.
• Adapt to change, stay prepared, manage time, and adhere to evolving policies and tools.

Conocimientos

Customer service

Communication

Empathy

Reliability

Problem solving

Compliance awareness

Herramientas

Zendesk

Twilio

Google Workspace

Descripción del empleo

January is seeking a Recovery Specialist to handle high-volume inbound calls, emails, and texts, resolving account issues and taking payments while documenting conversations in our CRM.

You will adapt your style for each caller, stay compliant with laws and January policies, and work to improve CSAT, QA, and overall caller experience with a focus on efficiency and continuous improvement.