Escalation Specialist

OneMain Financial • Evansville, IN

1d • Hybrid

About The Position

The Escalation Specialist is part of a customer-focused team responsible for coordinating complaint capture, resolution, reporting, and root cause analysis, including support for military family servicemembers across OneMain. The role helps drive change directly and through organizational partnerships while providing exceptional service and support to OneMain customers.

The specialist supports the Executive Office of Customer Care, works with people across all levels of the organization, and handles complex customer issues requiring subject matter expertise. The position guides customers through the resolution process and provides resolutions for complex situations that business units have been unable to resolve. It also aims to positively affect customer experience and retention.

Requirements

• High school diploma or GED.
• 1–2 years of customer service experience in an escalations environment.
• Exceptional verbal and written communication skills.
• Strong problem-solving and critical-thinking skills.
• Ability to thrive in a fast-paced environment, stay organized, and work well under pressure.
• Positive, motivated, and self-driven approach.
• Ability to contribute productively in a team-focused environment.
• Proficiency with Microsoft Office.

Nice To Haves

• Complaint-handling experience.
• Previous experience in a production environment.

Responsibilities

• Provide exceptional customer service and respond to a variety of customer concerns.
• Establish effective professional rapport with customers and business partners.
• Plan, organize, and prioritize work to meet the established schedule.
• Support the activities of the Executive Office of Customer Care.
• Interact, collaborate, and work with all levels of the OneMain organization.
• Handle complex issues requiring subject matter expertise.
• Escalate issues to Executive Office of Customer Care management and/or relevant organizational units as required.
• Guide customers through the resolution process and resolve complex customer situations that business units are unable to resolve.
• Positively impact customer experience and overall customer retention.
• Coordinate complaint capture, resolution, reporting, and root cause analysis, including military family servicemember support.

Benefits

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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED