Operations Support Specialist, Customer Service​/HelpDesk

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 work streams.

In addition, this team will be responsible for attempting to contact every customer who elects to purchase Optional Products for their One Main 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  the Role Become a subject matter expert with One Main 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 Preferred:

Internal systems experience

Experience with internal optional products

Location:

Evansville, INWho we Are One Main  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 One Main.

Because team members at their best means One Main 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, prorated based on start date)
Paid sick leave as determined by state or local ordinance (prorated based on start date)11 Paid holidays (4 floating holidays, prorated based on start date)
Paid volunteer time (3 days per year, prorated based on start date)
One Main Holdings, Inc. is an Equal Employment Opportunity (EEO) employer. Qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship status, color, creed, culture, disability, ethnicity, gender, gender identity or expression, genetic information or history, marital status, military status, national origin, nationality, pregnancy, race, religion, sex, sexual orientation, socioeconomic status, transgender or on any other basis protected by law.
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