Customer Support Specialist

2 weeks ago

Evansville, Indiana, United States OneMain Financial Full time

About the Role

At OneMain Financial, our Customer CARE Advocates play a crucial role in assisting clients by understanding their needs and delivering effective solutions. This position offers a pathway for career advancement by providing insights into the fundamental operations of our business.

Key Responsibilities

  • Manage incoming and outgoing calls with a focus on quality service and resolving issues on the first contact.
  • Provide support for the OneMain website, including technical assistance, password resets, and various customer service tasks such as payment arrangements and addressing declined notifications.
  • Address customer complaints, branch-related issues, delinquency concerns, and refund requests.
  • Oversee multiple portfolio services, including cash advances, convenience checks, and settlements.
  • Engage with clients in a consultative manner while adhering to all relevant laws, policies, and procedures.
  • Negotiate with customers to resolve account-related matters effectively.
  • Document and maintain accurate records of customer interactions and account information.
  • Process lien releases and respond to inquiries regarding closed or resolved accounts.
  • Collaborate as a team member and individual contributor in a goal-oriented environment to achieve both personal and team objectives.
  • Ensure compliance with the Fair Debt Collection Practices Act (FDCPA) and all applicable state and federal regulations regarding telephone servicing.
  • Communicate with customers through various digital channels, including web chat, text, and phone, while efficiently navigating systems to provide timely and accurate responses.

Qualifications

  • High School Diploma or GED.

Preferred Qualifications

  • 2-4 years of experience in a call center environment is preferred.
  • Demonstrated ability to listen and provide suitable products or services and customer solutions.
  • Strong customer service skills with excellent communication abilities.
  • Capacity to thrive in a fast-paced team setting while managing multiple systems simultaneously.
  • Aptitude for quickly analyzing complex problems and providing effective solutions.
  • Bilingual skills in English and Spanish are a plus, but not mandatory.

About OneMain Financial

OneMain Financial (NYSE: OMF) is dedicated to providing responsible access to credit for nonprime customers and enhancing the financial well-being of hardworking Americans. Since our inception in 1912, we have focused on helping individuals secure the funds they need while working towards their future goals. Our diverse range of personal loans, credit cards, and other financial products empower customers to make informed borrowing decisions.

Our team is driven by collaboration and innovation, thriving on digital transformation, customer-centric approaches, and flexible work arrangements that foster personal and professional growth. We are committed to cultivating an inclusive culture, supporting career development, and positively impacting the communities we serve. At OneMain, we believe that when our team members excel, so do we.

To support our team members, we offer a comprehensive benefits package that prioritizes health and career development, including:

  • Health and wellness options, encompassing medical, dental, vision, and life insurance.
  • 401(k) plan with up to 4% matching.
  • Employee Stock Purchase Plan with a 10% discount.
  • Tuition reimbursement opportunities.
  • Generous paid time off, including vacation and personal days.
  • Paid sick leave as per state or local regulations.
  • Paid holidays and volunteer time off.

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