Lead Fraud Specialist

OneMain Financial • Evansville, IN

5d • Hybrid

About The Position

The Lead Fraud Specialist serves as a team leader, assisting the Fraud team members with questions about processes, assists training new hires and/or new department processes, and handles escalated customer phone calls. This role will also handle more complex issues that require subject matter expertise and is responsible for ad hoc projects assigned by the Supervisor or Manager. In the Role Promptly and accurately enter customer concerns in the complaint management system. Accurately route customer concerns, using the complaint management system to the Enterprise Fraud Group (EFG). Communicate fraud determinations to the customer. Handle escalated customer phone calls Identify trends in fraud complaints and bring to the attention of the management team and assist in resolution Assist with training new employees Provide peer coaching on best practices, where appropriate Manages and completes ad hoc projects as assigned Actively participates in team meetings Lead team in Supervisor or Manager’s absence Perform all other duties as assigned by Management

Requirements

• High School diploma / GED or higher
• Strong Customer Service Experience
• High Level of Customer Experience Commitment
• Must possess the desire and aptitude to be a leader and abide by high quality standards
• Effectively and accurately execute high priority, time sensitive tasks
• Strong problem-solving skills and the ability to work productively with minimal supervision
• Make constructive contributions in a team-focused environment

Responsibilities

• Promptly and accurately enter customer concerns in the complaint management system.
• Accurately route customer concerns, using the complaint management system to the Enterprise Fraud Group (EFG).
• Communicate fraud determinations to the customer.
• Handle escalated customer phone calls
• Identify trends in fraud complaints and bring to the attention of the management team and assist in resolution
• Assist with training new employees
• Provide peer coaching on best practices, where appropriate
• Manages and completes ad hoc projects as assigned
• Actively participates in team meetings
• Lead team in Supervisor or Manager’s absence
• Perform all other duties as assigned by Management

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: Mid Level
• Education Level: High school or GED