Job Overview
Employment Type
Full-time
Part-time
Work Schedule
Standard Hours
Benefits
Health Insurance
Dental Insurance
Vision Insurance
Life insurance
401(k) matching
Paid Time Off
Tuition Reimbursement
Job Description
OneMain Financial (NYSE: OMF) is a leading financial services provider specializing in offering responsible access to credit for nonprime customers across the United States. Established in 1912, OneMain Financial has a long-standing history of supporting hardworking Americans by providing personal loans, credit cards, and other financial products designed to help improve their financial well-being. The company focuses on looking beyond traditional credit scores to help customers secure the funds they need to meet their immediate financial goals and build a solid foundation for their future. With an emphasis on innovation and customer-first service, OneMain Financial fosters a culture that values teamwork, inclusion, career development, and community engagement. The company offers flexible working arrangements and a comprehensive benefits package aimed at supporting the health and career growth of its employees.
The Operations Optional Product Support Specialist at OneMain Financial will be an integral part of a specialized unit dedicated to managing customer requests and inquiries related to the cancelation of optional insurance products. This role is unique as it combines high-volume customer interactions with the responsibility of accurately processing cancelation requests through back-office operations. The specialist will act as the single point of contact for customers, handling cancelations received through multiple communication channels, including phone, email, mail, and in-person requests.
This position requires exceptional customer service skills to ensure that every customer interaction is handled with care, professionalism, and a focus on first call resolution. The specialist must be knowledgeable about OneMain’s optional insurance products, including their terms, premiums, cancellation policies, and refund procedures. In addition to managing inbound and outbound customer contacts, the specialist will follow compliance and regulatory guidelines rigorously. They will be responsible for accurately documenting calls and account actions, processing cancellations efficiently, and managing refund check reissuance when necessary.
The role also involves proactive customer engagement, reaching out to customers who elect to purchase optional products to ensure they are fully informed about their purchase and cancellation rights. This consultative approach requires strong communication skills and the ability to navigate complex systems to provide accurate, timely information offered in compliance with relevant laws such as the Fair Debt Collection Practices Act (FDCPA).
Overall, the Operations Optional Product Support Specialist position at OneMain Financial offers an exciting opportunity to work in a dynamic, customer-centric environment that demands attention to detail, multi-tasking capabilities, and a commitment to operational excellence. Located in Evansville, IN, this role is ideal for experienced call center professionals who thrive in a fast-paced setting and are passionate about helping customers make informed financial decisions. The company supports employee growth and well-being through various benefits, including medical and dental insurance, a 401(k) matching program, paid time off, and tuition reimbursement, making it an excellent place to build a rewarding career.
The Operations Optional Product Support Specialist at OneMain Financial will be an integral part of a specialized unit dedicated to managing customer requests and inquiries related to the cancelation of optional insurance products. This role is unique as it combines high-volume customer interactions with the responsibility of accurately processing cancelation requests through back-office operations. The specialist will act as the single point of contact for customers, handling cancelations received through multiple communication channels, including phone, email, mail, and in-person requests.
This position requires exceptional customer service skills to ensure that every customer interaction is handled with care, professionalism, and a focus on first call resolution. The specialist must be knowledgeable about OneMain’s optional insurance products, including their terms, premiums, cancellation policies, and refund procedures. In addition to managing inbound and outbound customer contacts, the specialist will follow compliance and regulatory guidelines rigorously. They will be responsible for accurately documenting calls and account actions, processing cancellations efficiently, and managing refund check reissuance when necessary.
The role also involves proactive customer engagement, reaching out to customers who elect to purchase optional products to ensure they are fully informed about their purchase and cancellation rights. This consultative approach requires strong communication skills and the ability to navigate complex systems to provide accurate, timely information offered in compliance with relevant laws such as the Fair Debt Collection Practices Act (FDCPA).
Overall, the Operations Optional Product Support Specialist position at OneMain Financial offers an exciting opportunity to work in a dynamic, customer-centric environment that demands attention to detail, multi-tasking capabilities, and a commitment to operational excellence. Located in Evansville, IN, this role is ideal for experienced call center professionals who thrive in a fast-paced setting and are passionate about helping customers make informed financial decisions. The company supports employee growth and well-being through various benefits, including medical and dental insurance, a 401(k) matching program, paid time off, and tuition reimbursement, making it an excellent place to build a rewarding career.
Job Requirements
- High school diploma or GED
- 3 to 5 years of call center experience
- proficiency in Microsoft products including Excel, Outlook, and Teams
- ability to manage both inbound and outbound customer contacts
- excellent communication and active listening skills
- strong attention to detail
- adherence to regulatory and compliance standards
- capability to handle high volume while maintaining quality
- experience in a consultative customer service approach
- knowledge of FDCPA and telephone servicing regulations
Job Qualifications
- High school diploma or GED
- 3 to 5 years of call center experience
- proficient in Microsoft Excel, Outlook, and Teams
- internal systems experience preferred
- experience with internal optional products preferred
Job Duties
- Become a subject matter expert with OneMain optional products including terms, premiums, cancellations, refunds
- 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
- 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 consultatively in accordance with all applicable laws, policies, and procedures including compliance with FDCPA and all state and federal regulations concerning telephone servicing
Job Criteria
Experience
Mid Level (3-7 years)
Job Location
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