Escalation Specialist Intermediate

OneMain Financial • Evansville, IN

10d • Hybrid

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 Specialist Intermediate 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 impact 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

Nice To Haves

• Complaint handling experience preferred
• Previous experience in a production environment preferred

Responsibilities

• Resolving complaints
• Coordinating all complaint capture, resolution, reporting, and root cause analysis across OneMain
• Driving change directly and through effective organizational partnerships
• Providing exceptional service and support to OneMain customers
• Establishing effective professional rapport with customers and business partners
• Planning, organizing, and prioritizing own work routine to meet established schedule
• Supporting the activities of the Executive Office of Customer Care
• Interacting, collaborating, and working with all levels of the OneMain organization
• Handling complex issues that require subject matter expertise
• Escalating issues to Executive Office of Customer Care management and/or within the organizational unit(s), as required
• Walking the customer through the resolution process and provides a resolution for most complex customer situations of which business units are unable to resolve
• Responding to a variety of customer concerns using exceptional customer service daily
• Positively impacting the customer’s experience and overall customer retention

Benefits

• Health and wellbeing options for team members and their dependents
• Up to 4% matching 401(k)
• Employee Stock Purchase Plan (10% share discount)
• Tuition reimbursement
• Continuing education
• Bonus eligible
• Paid time off
• Paid volunteer time

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees