Empathetic Collections Specialist

Openkrill; United States; Remote; USD 42,000 - 62,000; Full time

Job summary

January is seeking Recovery Specialists to handle inbound calls, emails and texts from callers seeking help with their accounts. You will contribute to our collections efforts, implementing strategies to improve liquidation, customer satisfaction, and client outcomes, while navigating multiple software systems.

You will own each interaction end-to-end, adjust your style to different callers with empathy, meet targets for CSAT, QA, SLA and recovery, and suggest process changes to speed up agents

Qualifications

• 1–2+ years in a high-volume, customer-facing role.
• A track record of hitting CSAT, QA, SLAs, recovery goals.
• Reliability; you keep commitments and flag problems early.
• Clear, empathetic communication in money-related conversations.
• Compliance awareness for payments, recoveries, and sensitive issues.
• Comfort with Zendesk, Twilio, and Google Workspace; interest in using AI to improve team efficiency.

Responsibilities

• Own every interaction, start to finish: handle inbound calls, emails, texts, and chats; diagnose issues, resolve them, and document in our CRM.
• Handle hard conversations with care; stay empathetic and professional in tense moments.
• Meet or beat targets for CSAT, QA, SLA, recovery, and handle time with high volume.
• Evaluate inbound workflows, identify inefficiencies, and propose pilots to speed up agents and improve caller experience.
• Be the voice of the caller by tracking feedback and communicating patterns to Product/Operations/Compliance.
• Prepare thoroughly, manage your time, and adapt as policies, tools, and caller needs change; stay compliant.

Skills

High-volume support

CSAT targets

Reliability

Empathetic communication

Compliance awareness

AI in support

Tools

Zendesk

Twilio

Google Workspace

Job description

January is seeking Recovery Specialists to handle inbound calls, emails and texts from callers seeking help with their accounts. You will contribute to our collections efforts, implementing strategies to improve liquidation, customer satisfaction, and client outcomes, while navigating multiple software systems.

You will own each interaction end-to-end, adjust your style to different callers with empathy, meet targets for CSAT, QA, SLA and recovery, and suggest process changes to speed up agents