Customer Care Spec_12535

OneMain Financial; London (KY); On-site; USD 30,000 - 42,000; Full time

Job summary

OneMain Financial seeks a Customer Service Representative to respond to calls, provide website support, and manage customer inquiries with a focus on first call resolution. The role emphasizes compliance and accurate documentation of customer accounts.

Ideal candidates have HS diploma and 2-4 years of call center experience, with strong communication skills and the ability to work in a fast-paced team environment while navigating multiple systems.

Qualifications

• HS Diploma/GED required.
• 2-4 years’ call center experience preferred.
• Proven ability to listen and offer appropriate products or solutions.
• Demonstrated customer service skills and engaging communication.

Responsibilities

• Respond to calls using inbound/outbound dialer with focus on quality and first call resolution.
• Provide website and technology support, including passwords and payment arrangements.
• Handle complaints, branch issues, delinquency levels and refunds.
• Manage multiple portfolio servicing tasks including cash advances and settlements.
• Interact with clients consultatively in accordance with laws, policies and procedures.
• Negotiate with customers to resolve account matters.
• Maintain and notate all information on customer accounts.

Skills

Customer service

Communication skills

Problem solving

Bilingual English/Spanish

Education

High School Diploma or GED

Job description

At OneMain, Customer Service Representatives empower customers – understanding customer needs and providing solutions. while learning the core functionalities of our business at OneMain allowing them to grow their career.

In the Role

• Responding to calls utilizing an inbound and outbound dialer, with focus on quality and first call resolution
• OneMain website support, including technology assistance, password resets and a multitude of customer support activities, including payment arrangements, addressing customer concerns when they receive a declined notification
• Handling customer complaints, branch issues, delinquency levels and refunds
• Multiple portfolio servicing, including cash advances, convenience checks and settlements
• Work with clients in a consultative manner in accordance with all applicable laws, policies, and procedures
• Negotiate with customers to resolve account matters
• Maintain and notate all appropriate information and documentation on customer accounts
• Lien releases paid out processing, questions regarding closed or resolved accounts
• Work together as both team member and individual contributor in a goal-oriented environment to meet individual and team targets
• Maintain compliance with FDCPA (Fair Debt Collection Practices Act), all state and federal regulations concerning telephone servicing
• Customer Communication through digital channels, including web chat, text, and phone communication, while successfully navigating systems to provide accurate and timely customer responses

Requirements

• HS Diploma/GED
• Preferred Requirements 2-4 years’ Call Center experience preferred
• Proven track record and demonstrated ability to listen and offer appropriate products or services and customer solutions
• Demonstrated customer service skills
• Excellent and engaging communication skills
• Ability to thrive in a fast-paced team environment and work in several systems simultaneously
• Ability to quickly analyze challenging problems / situations and provide solutions
• Bilingual English / Spanish skills a plus, but not required

OneMain Holdings, Inc. is an Equal Employment Opportunity (EEO) employer. Qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship status, color, creed, culture, disability, ethnicity, gender, gender identity or expression, genetic information or history, marital status, military status, national origin, nationality, pregnancy, race, religion, sex, sexual orientation, socioeconomic status, transgender or on any other basis protected by law.

OneMain Financial (NYSE: OMF) is the leader in offering nonprime customers responsible access to credit and is dedicated to improving the financial well-being of hardworking Americans. Since 1912, we've looked beyond credit scores to help people get the money they need today and reach their goals for tomorrow. Our growing suite of personal loans, credit cards and other products help people borrow better and work toward a brighter future. In our more than 1300 community branches and across the U.S., team members help millions of customers solve critical financial needs, including debt consolidation, home and auto repairs, medical procedures and extending household budgets. We meet customers where they want to be - in person, by phone and online. At every level, we're committed to an inclusive culture, career development and impacting the communities where we live and work. Getting people to a better place has made us a better company for over a century. There's never been a better time to shine with OneMain.