About the position
This position is part of a customer-focused team responsible for resolving complaints, coordinating all complaint capture, resolution, reporting, and root cause analysis across OneMain, driving change directly and through effective organizational partnerships. The Customer Care Specialist Lead is responsible for providing exceptional service and support to OneMain customers. In the Role Ensures prompt and complete complaint responses to regulatory agencies, customer advocates, and customers. Reviews complex regulatory and advocate inquiries and complaints to identify and determine the specific allegations, concerns, and inquiries requiring response. Coordinates with appropriate business operations and/or function to research and collect information necessary to respond to inquiries and complaints. Formulates communications that fully address all expressed allegations, concerns, inquiries and request, balancing customer care and satisfaction with business objectives. Provides speedy, accurate, and complete complaint responses for Legal Department and management review. Presents complaints and responses to senior management at weekly Complaint Lab meetings. Possesses a curiosity and willingness to investigate situations beyond the obvious. Assists with maintaining the timely completion of work of other team members. Assists other team members with complex issues or situations in responding to their complaints. Assists with quality reviews of other team members' work. Assists with the assignment of complaints to other team members.
Responsibilities
- Ensures prompt and complete complaint responses to regulatory agencies, customer advocates, and customers.
- Reviews complex regulatory and advocate inquiries and complaints to identify and determine the specific allegations, concerns, and inquiries requiring response.
- Coordinates with appropriate business operations and/or function to research and collect information necessary to respond to inquiries and complaints.
- Formulates communications that fully address all expressed allegations, concerns, inquiries and request, balancing customer care and satisfaction with business objectives.
- Provides speedy, accurate, and complete complaint responses for Legal Department and management review.
- Presents complaints and responses to senior management at weekly Complaint Lab meetings.
- Assists with maintaining the timely completion of work of other team members.
- Assists other team members with complex issues or situations in responding to their complaints.
- Assists with quality reviews of other team members' work.
- Assists with the assignment of complaints to other team members.
Requirements
- Some College or equivalent experience
- 3 years' experience in Financial Services.
- 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.
- Makes productive contributions in a team-focused environment.
- Proficient in the use of Microsoft Office.
Nice-to-haves
- Previous experience in a production environment preferred.
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, plus 2 personal days, prorated based on start date)
- Paid sick leave as determined by state or local ordinance, prorated based on start date
- Paid holidays (7 days per year, based on start date)
- Paid volunteer time (3 days per year, prorated based on start date)
