Fraud Phone Agent

OneMain Financial; Fort Mill (SC); Hybrid; USD 36,000 - 52,000; Full time

Benefits offered by this job

Health and wellbeing options

Up to 4% matching 401(k)

Tuition reimbursement

Paid time off

Job summary

OneMain Financial is seeking an Omnipresent Fraud Verifications Agent to support the Enterprise Fraud Group by reducing fraud losses and providing real-time customer support with judgmental decisions that may restrict accounts and request changes to Personal Information.

The role emphasizes reviewing reports and listening to calls to ensure policy compliance while maintaining confidentiality and delivering professional customer service.

Qualifications

• High School diploma or GED required.
• Minimum 2 years of call center experience.
• Strong problem-solving skills.
• Excellent research and communication abilities.
• Ability to maintain confidentiality and handle sensitive information.

Responsibilities

• Reduce Fraud Loss by exercising judgment to restrict accounts.
• Improve Customer Experience with empathetic, professional interactions.
• Take inbound calls for verification and account changes.
• Review daily reports and queue items from the previous day.
• Assist customers with light account maintenance.
• Follow policies and meet production, judgment and quality goals.

Skills

Strong problem-solving

Excellent research

Strong verbal and written

Confidentiality

Education

High School / GED Diploma

Job description

The OMF Verifications agent will support the Enterprise Fraud Group (EFG), Fraud Analytics and Customer Service (CS) via being an additional line of defense against Fraud. FPAs will reduce ATO Fraud loss while offering Customers real time support via applying judgmental decisions that lead to account restrictions while providing Customers with real time phone changes to Personal Information. FPAs' real time conversations will relieve Customers of the need to provide supporting documents by email which will also facilitate Customer access to their credit line. Also, when callers fail identification, FPAs will alert the EFG team which will take appropriate actions. In addition to limited phone work, most of an FPA's focus will center on reviewing manual reports/listening to recorded calls to ensure OMF's policies are being followed. In this capacity, FPAs will utilize their informed judgement to determine if accounts should be blocked.

The Role

• Reduce Fraud Loss: Exercise sound judgment to restrict (or not restrict) accounts demonstrating suspicious attributes
• Improve Customer Experience: Show empathy to impacted Customers and victims of fraud; maintain the highest level of professionalism with Customers and Colleagues
• Take inbound calls to assist Customers with additional verification if Customers have failed initial account identification & verification and/or failed additional verification after requesting a change to the account
• Review accounts that queue on the previous day's reports
• Assist Customers with light account maintenance
• Maintain an understanding of the departmental systems, policies and procedures; meet production, judgment and Quality goals

Requirements

• High School / GED Diploma
• 2+ years of call center experience
• Strong problem-solving skills
• Excellent research skills
• Strong verbal and written skills
• Ability to maintain confidentiality and sensitive information

Location: Hybrid schedule: Tuesday-Thursday anchor days // Schedule is 11am-8pm

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 including medical, prescription, dental, vision, hearing, accident, hospital indemnity, and life insurances
• Up to 4% matching 401(k)
• Employee Stock Purchase Plan (10% share discount)
• Tuition reimbursement
• Paid 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)
• 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.

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.