Operations Support Specialist

OneMain Financial; Evansville (IN); Sur place; USD 36 000 - 48 000; Plein temps

Résumé du poste

OneMain Financial in Evansville, IN is seeking an Operations Optional Product Support Specialist to be the single point of contact for customer requests and inquiries related to optional product cancellations.

You will handle both inbound and outbound contacts, ensuring accurate back-office processing and strict adherence to regulatory expectations while maintaining service levels.

Qualifications

• High School diploma or GED.
• 3–5 years of call center experience.
• Proficient in Microsoft Excel, Outlook and Teams.
• Preferred: experience with internal systems and internal optional products.

Responsabilités

• Serve as the single point of contact for customer requests and inquiries for cancellation of Optional Products.
• Manage inbound and outbound customer contacts via phone, email, mail, or in-person requests.
• Process cancellations and back-office tasks in line with regulatory and compliance expectations.
• Review accounts for refunds and process related adjustments with accuracy and timeliness.
• Engage customers across multiple channels (phone, email, chat) and ensure high-quality customer experiences while meeting service levels.

Connaissances

Call center experience

Formation

High School diploma or GED

Outils

Microsoft Excel

Microsoft Outlook

Microsoft Teams

Description du poste

The Operations Optional Product Support Specialist will be part of a special unit that will be the single point of contact for customer requests and inquiries for cancelation of optional insurance products. This unit will be solely responsible for both customer contacts concerning cancelations via phone, email, mail, or in-person requests and the back-office processing of insurance cancelation requests. The Specialist must be able to balance volumes and quality for both workstreams. In addition, this team will be responsible for attempting to contact every customer who elects to purchase Optional Products for their OneMain loan, ensuring they are fully aware of the product purchase and cancelation rights. This is a unique, specialized role that requires an individual that can both offer a consistently exceptional customer experience and maintain high volume and high accuracy of special account handling through back office processing.In the RoleBecome a subject matter expert with OneMain Optional products (terms, premiums, cancellations, refunds, etc.), as a single point of contact for customer supportManage both Inbound and Outbound customer contacts concerning Optional ProductsDemonstrate active listening to offer appropriate support or solutions with a focus on quality and first call resolutionDemonstrate attention to detail with customer contacts, including excellent call quality, appropriate account documentation and dispositionReceive and process customer requests for product cancellation according to regulatory and compliance expectations, maintaining processing volumes with high accuracy and attention to detailReview accounts for outstanding refund checks, process stop payments, and re-issue new refund checks when applicableQuickly identify potential operational issues or opportunities, and collaborate with the team, partners, and leadership to resolveEnsure processing volumes meet formal service level agreementsCustomer engagement through multiple communication channels including, web chat, text, and phone communication, while successfully navigating systems to provide accurate and timely customer responsesWork with customers in a consultative manner in accordance with all applicable laws policies and procedures including compliance with FDCPA (Fair Debt Collection Practices Act), all state and federal regulations concerning telephone servicingRequirementsHigh School or GED.3 to 5 years of call center experienceProficient in Microsoft products, specifically Excel, Outlook, and TeamsPreferred:Internal systems experienceExperience with internal optional productsLocation: Evansville, INWho 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 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)· 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.