Escalation Specialist

OneMain Financial; Evansville (IN); Hybrid; USD 42,000 - 56,000; Full time

Benefits offered by this job

Tuition reimbursement

Paid time off

11 Paid holidays

Job summary

OneMain Financial in Evansville, IN is seeking a Specialist Intermediate to support the Executive Office of Customer Care. You will resolve complex customer issues, walk customers through resolutions, and collaborate across OneMain to improve outcomes.

The role emphasizes excellent verbal and written communication, problem solving, and the ability to thrive in a fast-paced environment while working in a hybrid setting.

Qualifications

• High School Diploma or GED required.
• 1-2 years in customer service or escalations environment preferred.
• Strong verbal and written communication skills.
• Proven problem-solving and critical thinking abilities.
• Able to thrive in a fast-paced, deadline-driven setting.
• Team-oriented with self-motivation and reliability.

Responsibilities

• Provide exceptional customer service daily and resolve complex customer issues.
• Walk customers through resolution processes and deliver solutions.
• Escalate issues to executive office as needed.
• Collaborate with OneMain teams at all organizational levels.
• Support reporting and root-cause analysis to drive improvements.
• Maintain organized work routines and meet established schedules.

Skills

Verbal communication

Written communication

Problem solving

Attention to detail

Team collaboration

Escalation handling

Education

High School Diploma/GED

Tools

Microsoft Office

Job description

This position is part of a customer-focused team responsible for resolving complaints, coordinating all complaint capture, resolution, reporting, and root cause analysis across OneMain, driving change directly and through effective organizational partnerships. Specialist Intermediate is responsible for providing exceptional service and support to OneMain customers.In the Role:Provides exceptional customer service daily.Establish effective professional rapport with customers and business partners.Plans, organizes, and prioritizes own work routine to meet established schedule.Supports the activities of the Executive Office of Customer Care.Interacts, collaborates, and works with all levels of the OneMain organization.Handles complex issues that require subject matter expertise.Escalate issues to Executive Office of Customer Care management and/or within the organizational unit(s), as required.Responsible for walking the customer through the resolution process and provides a resolution for most complex customer situations of which business units are unable to resolve.Responds to a variety of customer concerns using exceptional customer service dailyPositively impact on the customer’s experience and overall customer retention.Requirements:High School Diploma/GED1-2 years of customer service in escalations environmentPossesses exceptional verbal and written communication.Strong problem solving and critical thinking skills.Thrives in a fast-paced environment, well organized, and works well under pressure.Positive, motivated, and self-driven.Ability to make productive contributions in a team-focused environment.Proficient in the use of Microsoft Office.Preferred:Complaint handling experience preferred.Previous experience in a production environment preferred.Location: Evansville, IN – HybridWho we AreOneMain 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.Driven collaborators and innovators, our team thrives on transformative digital thinking, customer-first energy and flexible work arrangements that grow lives, careers and our company. 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.Because team members at their best means OneMain at our best, we provide opportunities and benefits that make their health and careers a priority. That’s why we’ve packed our comprehensive benefits package for full- and some part-timers with:Health and wellbeing options including medical, prescription, dental, vision, hearing, accident, hospital indemnity, and life insurancesUp to 4% matching 401(k)Employee Stock Purchase Plan (10% share discount)Tuition reimbursementPaid time off (15 days’ vacation per year, prorated based on start date)Paid sick leave as determined by state or local ordinance (prorated based on start date)11 Paid holidays (4 floating holidays, prorated based on start date)Paid volunteer time (3 days per year, prorated based on start date)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.