Escalation Specialist

myhrhome; Evansville (IN); Hybrid; USD 36,000 - 48,000; Full time

Benefits offered by this job

Health benefits

401(k) matching up to 4%

Employee Stock Purchase Plan (ESPP)

Tuition reimbursement

Paid time off

Paid volunteer time

Job summary

OneMain Financial in Evansville, IN is seeking an Escalation Specialist to join a customer-focused team responsible for resolving complaints, capturing and reporting issues, and driving root cause analysis.

You will provide exceptional service, build rapport with customers and partners, manage workload, support the Executive Office of Customer Care, and collaborate across the organization to resolve complex cases.

Qualifications

• High School Diploma or GED required.
• 1–2 years of customer service in escalations environment.
• Exceptional verbal and written communication skills.
• Strong problem solving and critical thinking abilities.
• Thrives in a fast-paced environment, well organized, and works well under pressure.
• Positive, motivated, and self-driven.
• Proficient in MS Office.

Responsibilities

• Provides exceptional customer service daily.
• Establishes rapport with customers and business partners.
• Plans, organizes, and prioritizes own work routine to meet schedule.
• Supports activities of the Executive Office of Customer Care.
• Interacts, collaborates, and works with all levels of OneMain.
• Handles complex issues requiring subject matter expertise.
• Escalates issues to Executive Office of Customer Care management or within units as required.
• Guides customers through the resolution process and provides resolutions for complex cases.
• Responds to customer concerns with exceptional service daily.
• Positively impacts customer experience and retention.

Skills

Customer service

Verbal communication

Written communication

Problem solving

Teamwork

MS Office

Ability to work under pressure

Education

High School Diploma or GED

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, including military family servicemember support across OneMain, driving change directly and through effective organizational partnerships. The Escalation Specialist position 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 daily
• Positively impact on the customer's experience and overall customer retention.

Requirements

• High School Diploma/GED
• 1-2 years of customer service in escalations environment
• Possesses 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 experiences preferred.
• Previous experience in a production environment preferred.

Location: Evansville, IN - Hybrid

Who we Are

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.

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 for team members and their dependents
• Up to 4% matching 401(k)
• Employee Stock Purchase Plan (10% share discount)
• Tuition reimbursement
• Continuing educationBonus eligible
• Paid time off
• Paid volunteer time
• And more

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.