Escalation Specialist

Escalation Specialist

This position is part of a customer-focused team responsible for resolving complaints, coordinating all complaint capture, resolution, reporting, and root cause analysis, including military family servicemember support across OneMain, driving change directly and through effective organizational partnerships. The Escalation Specialist position is responsible for providing exceptional service and support to OneMain customers.

In the Role

• 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 with all levels of the OneMain 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.
• Responsible for walking the customer through the resolution process and provides a resolution for most complex customer situations of which business units are unable to resolve.
• Responds to a variety of customer concerns using exceptional customer service daily.
• Positively impacts on the customer's experience and overall customer retention.

Requirements

• High School Diploma/GED
• 1-2 years of customer service in escalations 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.
• Ability to make productive contributions in a team-focused environment.
• Proficient in the use of Microsoft Office.
• Complaint handling experiences preferred.
• Previous experience in a production environment preferred.

Location: Evansville, IN - Hybrid