[Hiring] Recovery Specialist @January

Role Description

Recovery Specialists are responsible for handling inbound phone calls, emails, and texts from callers who are looking for help with their account. You will contribute to our internal collection efforts, including the development and implementation of strategies for improving liquidation, consumer 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.

• Own every interaction, start to finish.
• Handle inbound calls, emails, texts, and chats. Diagnose account issues, resolve them, and take payments, documenting each conversation in our CRM.
• Handle hard conversations with care.
• Adjust your style to each caller, staying empathetic and professional when a conversation turns difficult or emotional.
• Hit the numbers at volume.
• Meet or beat targets for CSAT, QA, SLA, recovery, and handle time while managing a high volume of interactions.
• Make the contact center better.
• Evaluate inbound workflows, find where time and effort go to waste, and propose process changes and pilots that make agents faster and improve the caller experience.
• Be the voice of the caller.
• Track feedback, spot patterns and bugs, and bring them to Product, Operations, and Compliance clearly enough that they can act.
• Adapt as things change.
• Prepare thoroughly, manage your time, follow through on commitments, and keep up as policies, tools, and caller needs change.
• Stay compliant.
• Follow all federal and state collection and consumer protection laws, plus January’s internal policies.

Qualifications

• 1–2+ years in a high-volume, customer-facing role, such as customer service or collections. Experience at a startup or in another fast-paced environment is a plus.
• A track record of hitting targets like CSAT, QA scores, SLAs, recovery goals, and handle time.
• Reliability. You keep your commitments, flag problems early, and teammates can count on you.
• Clear, empathetic communication, spoken and written, including in tense conversations about money.
• Compliance awareness. You understand the rules around payments, recoveries, and account issues, and you handle sensitive financial conversations with care.
• Comfort with support tools (Zendesk, Twilio, and Google Workspace preferred) and an interest in using AI to improve how the team works.

Benefits

• Transparent, fair, and equitable compensation practices.
• Commitment to fostering an environment where all team members are valued and supported.

Company Description

We are an equal opportunity employer committed to diversity and inclusion in the workplace. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, age, veteran status, or any other legally protected characteristic.