Customer CARE Advocate

2 months ago

New London, Connecticut, United States OneMain Financial Full time

At OneMain, Customer CARE Advocates empower customers – understanding customer needs and providing solutions. Customer CARE Advocates will learn the core functionalities of our business at OneMain allowing them to grow their career.

In the Role

  • 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

Requirements

  • HS Diploma/GED

Preferred Requirements

  • 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

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, 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)

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