Customer Care Specialist — Inbound & Outbound Support

OneMain Financial; London (KY); On-site; USD 32,000 - 48,000; Full time

Job summary

OneMain Financial is seeking a Customer Service Representative to empower customers by understanding needs and delivering solutions. You will learn core business functions and grow your career at OneMain.

In this role you respond to calls, provide tech support, handle payments, address concerns, negotiate resolutions, and maintain accurate account notes, all while staying compliant with applicable laws and policies.

Qualifications

• HS Diploma/GED required.
• 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.

Responsibilities

• 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

Skills

Call center experience

Customer service skills

Communication skills

Team-oriented

Problem solving

Education

HS Diploma/GED

Job description

OneMain Financial is seeking a Customer Service Representative to empower customers by understanding needs and delivering solutions. You will learn core business functions and grow your career at OneMain.

In this role you respond to calls, provide tech support, handle payments, address concerns, negotiate resolutions, and maintain accurate account notes, all while staying compliant with applicable laws and policies.