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Customer Support Specialist
2 months ago
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 an opportunity to learn the essential functions of our organization, paving the way for career advancement.
Key Responsibilities
- Manage incoming and outgoing calls with a focus on quality and achieving first call resolution.
- 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 matters, and refund requests.
- Handle 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 issues.
- Document and maintain accurate records of customer interactions and account information.
- Process lien releases and respond to inquiries regarding closed or resolved accounts.
- Collaborate effectively as both a team member and an individual contributor in a target-driven environment.
- Ensure compliance with the Fair Debt Collection Practices Act (FDCPA) and all applicable state and federal regulations.
- 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.
- Demonstrated ability to listen and offer suitable products or services to meet customer needs.
- Strong customer service skills.
- Excellent communication abilities.
- Capacity to thrive in a fast-paced team setting while managing multiple systems.
- Aptitude for quickly analyzing and resolving complex problems.
- Bilingual skills in English and Spanish are advantageous but not mandatory.
About OneMain Financial
OneMain Financial (NYSE: OMF) is a leader in providing responsible credit access to nonprime customers, dedicated to enhancing the financial well-being of hardworking Americans. Since our inception in 1912, we have focused on helping individuals secure the funds they need today while working towards their future goals. Our diverse range of personal loans, credit cards, and other financial products empowers customers to borrow wisely and build a brighter tomorrow.
Our team thrives on innovation, 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. Our dedication to helping individuals achieve better financial outcomes has made us a stronger company for over a century.
To support our team members, we offer a comprehensive benefits package that prioritizes health and career development, including:
- Health and wellness options such as medical, dental, vision, and life insurance.
- 401(k) plan with up to 4% matching.
- Employee Stock Purchase Plan with a 10% discount.
- Tuition reimbursement.
- Generous paid time off, including vacation, personal days, and holidays.
- Paid volunteer time to encourage community engagement.
