Customer Service Representative

OneMain Financial • Evansville, IN

18h

About The Position

At OneMain, Customer Service Representatives empower customers – understanding customer needs and providing solutions. while learning the core functionalities of our business at OneMain allowing them to grow their career. In the Role Responding to calls utilizing an inbound and outbound dialer, with focus on quality and first call resolution OneMain website support, including technology assistance, password resets and a multitude of customer support activities, including payment arrangements, addressing customer concerns when they receive a declined notification Handling customer complaints, branch issues, delinquency levels and refunds Multiple portfolio servicing, including cash advances, convenience checks and settlements Work with clients in a consultative manner in accordance with all applicable laws, policies, and procedures Negotiate with customers to resolve account matters Maintain and notate all appropriate information and documentation on customer accounts Lien releases paid out processing, questions regarding closed or resolved accounts Work together as both team member and individual contributor in a goal-oriented environment to meet individual and team targets Maintain compliance with FDCPA (Fair Debt Collection Practices Act), all state and federal regulations concerning telephone servicing Customer Communication through digital channels, including web chat, text, and phone communication, while successfully navigating systems to provide accurate and timely customer responses

Requirements

• HS Diploma/GED
• Demonstrated customer service skills
• Excellent and engaging communication skills
• Ability to thrive in a fast-paced team environment and work in several systems simultaneously
• Ability to quickly analyze challenging problems / situations and provide solutions

Nice To Haves

• 2-4 years’ Call Center experience preferred
• Proven track record and demonstrated ability to listen and offer appropriate products or services and customer solutions
• Bilingual English / Spanish skills a plus, but not required

Responsibilities

• Responding to calls utilizing an inbound and outbound dialer, with focus on quality and first call resolution
• OneMain website support, including technology assistance, password resets and a multitude of customer support activities, including payment arrangements, addressing customer concerns when they receive a declined notification
• Handling customer complaints, branch issues, delinquency levels and refunds
• Multiple portfolio servicing, including cash advances, convenience checks and settlements
• Work with clients in a consultative manner in accordance with all applicable laws, policies, and procedures
• Negotiate with customers to resolve account matters
• Maintain and notate all appropriate information and documentation on customer accounts
• Lien releases paid out processing, questions regarding closed or resolved accounts
• Work together as both team member and individual contributor in a goal-oriented environment to meet individual and team targets
• Maintain compliance with FDCPA (Fair Debt Collection Practices Act), all state and federal regulations concerning telephone servicing
• Customer Communication through digital channels, including web chat, text, and phone communication, while successfully navigating systems to provide accurate and timely customer responses

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, 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)

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees