Call Delivery Specialist

Call Delivery Specialist

The Call Delivery Specialist is responsible for executing and supporting outbound and inbound contact strategies across dialer and IVR platforms. This role ensures accurate list execution, campaign performance, and adherence to compliance and operational standards. The specialist works closely with Strategy, Governance, WFM, and Technology teams to support daily call delivery operations, optimize performance, and maintain system integrity.

In the Role

• Execute daily dialer campaigns (predictive, preview, and blended) in alignment with approved strategies
• Monitor campaign performance in real-time (penetration, connect rate, abandon rate, RPC, etc.)
• Adjust pacing, agent allocation, and campaign priorities based on performance thresholds
• Ensure adherence to abandon rate targets (≤2%) and operational KPIs
• Support segmentation strategies (delinquency buckets, risk score, offer type, etc.)
• Partner with Strategy teams to ensure lists align with current campaign objectives
• Confirm messaging compliance, including approved scripts and voicemail drops
• Identify and escalate compliance risks or irregular dialing behaviors
• Effectively communicating with all levels of leadership to ensure FTE effectiveness and productivity, reporting any issues real-time. Including communicating effectively with leadership across regions
• Track and report daily campaign results and variances
• Analyze trends and provide insights to improve contact and conversion rates
• Support performance reporting using tools such as OS Data reports or platform analytics
• Demonstrating an acumen for all relevant call delivery compliance rules (to include: FDCPA, TCPA, State Laws, Max Calling/Messaging laws and internal policies)

Effectively working with others both locally and across regions as a cohesive unit.

Requirements

• HS Diploma/GED
• 1-3 Years call center operations experience
• Ability to work a flexible schedule to support operational areas including late nights and weekends
• Experience with and knowledge of TCPA, FDCPA, and State laws governing collection and customer treatment via phone
• Intermediate/Advanced knowledge and experience with Microsoft Office products
• Strong written and oral communication skills
• Ability to operate independently and manage a demanding workload under strict time constraints
• Ability to make critical operational recommendations, and at times decisions, to maintain call center operations effectiveness

Preferred:

• 1 Year (or equivalent) Dialer (example: Aspect, Live Ops, Avaya) Management Experience
• Experience working with dialer platforms (e.g., Alvaria, NICE, LiveVox, or similar)
• Strong understanding of outbound dialing strategies and campaign execution

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, 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 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. 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)

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.