Director, Call Center Operations
MTM LLC
Support Specialist
January Ventures
full-time
Posted on:
Origin: • 🇺🇸 United States • New York
Visit company websiteJob Level
Junior
About the role
- 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.
Requirements
- 1–2+ years in customer service, collections, or other high-volume customer-facing roles.
- Motivated by performance excellence with history of meeting or exceeding targets (borrower satisfaction, QA scores, SLAs, recovery goals, handling time).
- Proven reliability and accountability — consistently delivering on commitments and communicating proactively.
- Strong verbal and written communication skills; ability to demonstrate empathy, adjust tone, and manage challenging customer conversations professionally.
- Comfort with CRM and support tools (Zendesk, Twilio, Google Workspace preferred); curiosity toward new technologies and AI-driven process improvements.
- Awareness of compliance requirements and comfort navigating customer conversations involving sensitive financial topics (payments, recoveries, account issues).
