Operations Support Specialist

OneMain Financial; Fort Mill (SC); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Health and wellbeing options

401(k) matching

Employee Stock Purchase Plan

Tuition reimbursement

Paid time off

Paid sick leave

Paid holidays

Volunteer time off

Job summary

OneMain Financial is seeking an Operations Optional Product Support Specialist in Fort Mill, SC. You will be the single point of contact for customer inquiries and cancellations of optional insurance products, handling both front-end requests and back-office processing with high accuracy.

You will balance high-volume processing with quality, communicate across channels, and ensure compliance with applicable laws and policies while delivering exceptional customer service.

Qualifications

• High School diploma or GED required.
• 3–5 years of call center experience.
• Proficient with Excel, Outlook and Teams.

Responsibilities

• Become a subject matter expert with OneMain Optional products as a single point of contact for customer support.
• Manage both inbound and outbound customer contacts concerning Optional Products.
• Demonstrate active listening to offer appropriate support or solutions with emphasis on quality and first contact resolution.
• Maintain accurate account documentation and proper workflow dispositions.
• Process requests for product cancellation in compliance with regulatory expectations.

Skills

Call center experience

Active listening

Customer service

Education

High School or GED

Tools

Microsoft Excel

Microsoft Outlook

Microsoft Teams

Job description

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 Role

• Become a subject matter expert with OneMain Optional products (terms, premiums, cancellations, refunds, etc.), as a single point of contact for customer support
• Manage both Inbound and Outbound customer contacts concerning Optional Products
• Demonstrate active listening to offer appropriate support or solutions with a focus on quality and first call resolution
• Demonstrate attention to detail with customer contacts, including excellent call quality, appropriate account documentation and disposition
• Receive and process customer requests for product cancellation according to regulatory and compliance expectations, maintaining processing volumes with high accuracy and attention to detail
• Review accounts for outstanding refund checks, process stop payments, and re-issue new refund checks when applicable
• Quickly identify potential operational issues or opportunities, and collaborate with the team, partners, and leadership to resolve
• Ensure processing volumes meet formal service level agreements
• Customer engagement through multiple communication channels including, web chat, text, and phone communication, while successfully navigating systems to provide accurate and timely customer responses
• Work 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 servicing

Requirements

• High School or GED.
• 3 to 5 years of call center experience
• Proficient in Microsoft products, specifically Excel, Outlook, and Teams

Preferred

• Internal systems experience
• Experience with internal optional products

Location:

Ft. Mill SC

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.

Benefits

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)