January Ventures

Customer Support

• Manage inbound calls, emails, and texts to address borrower account needs.
• Use Zendesk to document communications, analyze problems, resolve issues, and facilitate payments.
• Oversee internal collection efforts and implement strategies to improve liquidation, borrower satisfaction, and client satisfaction.
• Improve and contribute to contact center procedures, workflows, efficiencies, and capacity planning.
• Gather caller feedback to inform product improvements and surface patterns, issues, or bugs.
• Collaborate cross-functionally with Product, Operations, and Compliance on caller-impacting issues.
• Deliver empathetic, timely, and compliant communications and take ownership from start to resolution.

Support Specialist