The posting
Collections today works like an emergency room. The doctors carry too many patients, everyone arrives at their worst moment, and nobody has their chart. We're making it primary care. January personalizes interactions and optimizes decisions across every stage of consumer credit. We started in the hardest, most broken stage, because if it works there it works anywhere.
Most consumers want to pay what they owe. They want a way out, not a break. We've serviced over $20 billion in debt across more than 20 million consumers. We see more people with charged-off loans each year than all but the top five US banks. Those consumers rate us about 50% higher than the banks that lent them the money. Creditors net over 30% more because we collect more and charge less.
Most AI strips the human out of the work. We use it to make someone's hardest financial moment more human. The more human we make it, the more people recover. Now we're moving upstream, catching people before they default and building across every stage of the consumer credit lifecycle. The consumer in collections today is the consumer who gets approved tomorrow.
ABOUT THE ROLE
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.
You will:
- 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.
WHAT WE NEED
- 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.
As a New York City-based company, we are dedicated to transparent, fair, and equitable compensation practices that reflect our commitment to fostering an environment where all team members are valued and supported. We encourage individuals from all backgrounds to apply.
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.
