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
- 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
Location: Evansville, IN
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 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
