Customer CARE Advocate
OneMain Financial
- London, KY
- Permanent
- Full-time
- Responding to calls utilizing an inbound and outbound dialer, with focus on quality and first call resolution
- OneMain website support, including technology assistance, password resets and a multitude of customer support activities, including payment arrangements, addressing customer concerns when they receive a declined notification
- Handling customer complaints, branch issues, delinquency levels and refunds
- Multiple portfolio servicing, including cash advances, convenience checks and settlements
- Work with clients in a consultative manner in accordance with all applicable laws, policies, and procedures
- Negotiate with customers to resolve account matters
- Maintain and notate all appropriate information and documentation on customer accounts
- Lien releases paid out processing, questions regarding closed or resolved accounts
- Work together as both team member and individual contributor in a goal-oriented environment to meet individual and team targets
- Maintain compliance with FDCPA (Fair Debt Collection Practices Act), all state and federal regulations concerning telephone servicing
- Customer Communication through digital channels, including web chat, text, and phone communication, while successfully navigating systems to provide accurate and timely customer responses
- HS Diploma/GED
- 2-4 years’ Call Center experience preferred
- Proven track record and demonstrated ability to listen and offer appropriate products or services and customer solutions
- Demonstrated customer service skills
- Excellent and engaging communication skills
- Ability to thrive in a fast-paced team environment and work in several systems simultaneously
- Ability to quickly analyze challenging problems / situations and provide solutions
- Bilingual English / Spanish skills a plus, but not required
- 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)