Operations Optional Product Support Team Specialist
OneMain Financial
- London, KY
- Permanent
- Full-time
- 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
- High School or GED.
- 3 to 5 years of call center experience
- Proficient in Microsoft products, specifically Excel, Outlook, and Teams
- Internal systems experience
- Experience with internal optional products
- 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 education
- Bonus eligible
- Paid time off
- Paid volunteer time
- And more
- 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, plus 2 personal days, prorated based on start date)
- Paid sick leave as determined by state or local ordinance, prorated based on start date
- Paid holidays (7 days per year, based on start date)
- Paid volunteer time (3 days per year, prorated based on start date)