Operations Optional Product Support Team Specialist

Overview 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 cancellation of optional insurance products. This unit will be solely responsible for both customer contacts concerning cancellations via phone, email, mail, or in-person requests and the back‑office processing of insurance cancellation requests. The Specialist must be able to balance volumes and quality for both workstreams. In addition, this team will be responsible for attempting to contact every customer who elects to purchase Optional Products for their OneMain loan, ensuring they are fully aware of the product purchase and cancellation rights. Responsibilities Become a subject matter expert with OneMain Optional products (terms, premiums, cancellations, refunds, etc.) and act 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 them. Ensure processing volumes meet formal service level agreements. Engage customers 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) and all state and federal regulations concerning telephone servicing. Qualifications 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 FortMill,SC Benefits 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). Eleven paid holidays (four floating holidays, prorated based on start date). Paid volunteer time (three days per year, prorated based on start date). Equal Employment Opportunity (EEO) OneMain 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. #J-18808-Ljbffr OneMain Financial