Military Family Support Specialist

This position is part of a customer-focused team responsible for providing exceptional service and support to One Main customers. The Military Family Support Team (MFS) assists our customers with requests for the Service members’ Civil Relief Act (SCRA) benefits by reviewing military orders and state specific requirements to determine eligibility. They work closely with our business partners to determine active-duty status and remain compliant with all Federal regulations governing SCRA.

They also serve these customers by answering SCRA inquiries and communicating eligibility. In this position, you can positively impact the customer’s experience and overall customer retention. Team members are held to a high standard and must be able to multi-task without compromising quality.

In the Role:

• Assists customers with requests for the Service members’ Civil Relief Act (SCRA) benefits by reviewing military orders and state specific requirements to determine eligibility.
• Works closely with business partners to determine active-duty status and remain compliant with all Federal and State regulations governing SCRA.
• Answers SCRA inquiries and communicating eligibility.
• Provides education and direction on SCRA to internal and external customers.
• Promptly reaches out to the customer and business unit(s) to resolve SCRA benefit requests and inquiries.
• Possesses the ability to understand SCRA law, state guidelines and company policy to appropriately review benefit requests to determine eligibility.

• Provides exceptional customer service daily.
• Establishes effective professional rapport with customers and business partners.

• Plans, organizes, and prioritizes own work routine to meet established schedule.
• Supports the activities of the Executive Office of Customer Care.
• Interacts, collaborates, and works within all levels within the One Main organization.
• Handles complex issues that require subject matter expertise.
• Escalates issues to Executive Office of Customer Care management and/or within the organizational unit(s), as required.

Requirements:

• HS Diploma/GED required with equivalent work experience in related field.
• 2 years working in high volume customer service environment
• Possesses exceptional verbal and written communication.
• Strong problem solving and critical thinking skills.
• Thrives in a fast-paced environment, well organized, and works well under pressure.
• Positive, motivated, and self-driven.
• Makes productive contributions in a team-focused environment.
• Proficient in the use of Microsoft Office.
• Positively impacts the customer’s experience and overall customer retention.
• Responds to a variety of customer questions and concerns using exceptional customer service daily.

Preferred:

• Previous experience in a production environment preferred
• Military background or experience is a plus, but not required.

Location: Evansville, IN

Who 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…