Operations Support Specialist

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 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 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 processing.

In the Role

• Become a subject matter expert with OneMain 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

Requirments

• High School or GED.
• 3 to 5 years of call center experience
• Proficient in Microsoft products specifically Excel Outlook and Teams
• Exceptional verbal and written skills
• Internal systems experience preferred
• Experience with internal optional products preferred
• Sound judgment in problem solving and solutions to minimize risk

Location: London KY

Who We Are

OneMain 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 weve 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 were 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. Theres never been a better time to shine with OneMain.

Because team members at their best means OneMain at our best we provide opportunities and benefits that make their health and careers a priority. Thats why weve 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)

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.

Required Experience:

IC