Operations Support Specialist

myhrhome; London (KY); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Health insurance

401(k) matching

Employee Stock Purchase Plan

Tuition reimbursement

Paid time off

Paid sick leave

Paid holidays

Volunteer time

Job summary

OneMain Financial, a leader in providing credit access, seeks an Operations Optional Product Support Specialist in London, KY. You will be the single point of contact for cancellation requests and inquiries across multiple channels, balancing high volume with precision and compliance.

You will develop deep knowledge of optional products, handle back-office processing, and ensure accurate documentation while meeting service levels and FDCPA/state/federal regulations.

Qualifications

• High School or GED required.
• 3 to 5 years of call center experience.
• Proficient in Microsoft products, specifically Excel, Outlook, and Teams.
• Exceptional verbal and written communication skills.
• Internal systems experience preferred.
• Experience with internal optional products preferred.
• Sound judgment in problem solving and risk minimization.

Responsibilities

• Become a subject matter expert on OneMain Optional products and act as single point of contact for support.
• Manage inbound and outbound customer contacts regarding Optional Products.
• Show active listening to offer appropriate solutions with focus on quality and first call resolution.
• Maintain accurate account documentation and disposition with high attention to detail.
• Process customer cancellation requests according to regulatory expectations.
• Review accounts for outstanding refund checks and handling of related payments.

Skills

Call center experience

Verbal communication

Written communication

Internal systems understanding

Problem solving

Education

High School or GED

Tools

Excel

Outlook

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.

Location: London, KY

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

Requirments

• High School or GED.
• 3 to 5 years of call center experience
• Proficient in Microsoft products, specifically Excel, Outlook, and Teams
• Exceptional verbal and written skills
• Internal systems experience preferred
• Experience with internal optional products preferred
• Sound judgment in problem solving and solutions to minimize risk

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)
• - 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.