Omni Specialist

Attain Finance•London, KY

11d•$21 - $26•Hybrid

About The Position

The Omni Specialist is the voice of Attain across the organization’s digital, two-way customer communication channels. The role monitors inbound messages and responds in a timely, accurate, and compliant manner, resolving questions, routing requests, and delivering a consistent customer experience across channels. Initially, the position focuses primarily on two-way SMS. As chat and email are added to the omnichannel platform, the specialist will manage those channels as well, often handling several conversations at once. This is a full-time hybrid position based in London, Kentucky, with approximately 25% of working time in the office and the remainder remotely, according to the team’s hybrid schedule. The standard schedule is 8:00 a.m. to 5:00 p.m., Monday through Friday, with rotating evening coverage until 8:00 p.m. and some Saturdays based on business needs and customer message volume. Work is performed primarily at a computer and involves extended periods of reading, typing, and screen use. The base hourly rate is $20.50–$25.50 USD. The actual offer depends on factors including location, skills, knowledge, competencies, and experience. Full-time employees are eligible for paid time off, medical, dental, vision, 401(k), life insurance, disability, and other voluntary coverage.

Requirements

High school diploma or equivalent required.
At least three years of experience in customer service, contact center, or financial services required.
Excellent written communication, including clear, concise, empathetic writing and grammar, spelling, and tone appropriate to text-based channels.
Ability to write effectively in real-time SMS and live chat formats and in longer-form email formats.
Proven ability to handle multiple conversations simultaneously while remaining accurate and organized.
Strong customer focus, ownership of customer issues, and follow-through to resolution.
Sound judgment and ability to apply policy consistently and recognize when to escalate.
Comfort learning new software and working across several systems at once.
Ability to maintain strict confidentiality of customer information and apply compliance and data-protection practices in every interaction.
Ability to work the stated Monday–Friday schedule, participate in rotating evening coverage until 8:00 p.m., and work some Saturdays based on business needs.
Ability to perform work primarily at a computer, including extended periods of reading, typing, and screen use.

Nice To Haves

Experience with SMS, live chat, or email support in a high-volume environment preferred.
Experience in consumer lending, collections, or loan servicing preferred.
Familiarity with omnichannel or contact center platforms and CRM systems considered an asset.
Bilingual English/Spanish is a plus.
Working knowledge of Microsoft Excel, such as sorting, filtering, and basic formulas, for tracking and reporting preferred.
Working knowledge of consumer-communication regulations relevant to lending preferred.

Responsibilities

Monitor the two-way SMS queue throughout the shift and respond to inbound messages within established service-level targets.
Meet quality assurance standards for accuracy, tone, and compliance in every interaction.
Manage multiple concurrent conversations, maintaining accuracy, context, continuity, and attention to detail across SMS, live chat, and email as channels are introduced.
Use approved templates and messaging guidelines, personalizing responses where appropriate and permitted.
Prioritize the queue based on urgency, customer need, and business rules.
Answer questions about accounts, payments, applications, and general servicing using approved resources and knowledge articles.
Verify customer identity according to established procedures before discussing account information.
Resolve inquiries at first contact when possible; otherwise, route or escalate them with clear, complete notes to the appropriate branch, department, or team member.
Recognize and escalate sensitive situations, including complaints, disputes, hardship, and requests requiring supervisor or specialized attention.
Document every interaction accurately in the system of record.
Follow applicable consumer-communication requirements and company policies, including consent and opt-out handling, permitted contact times, required disclosures, and data-protection standards.
Process opt-out and communication-preference requests promptly and accurately.
Protect customer personal and account information and never request or share sensitive data through unapproved channels.
Communicate clearly, fairly, and respectfully, consistent with fair-lending and consumer-protection standards.
Complete required compliance training and stay current on policy and procedure updates.
Partner with branches, collections, servicing, and marketing teams to ensure smooth handoffs and consistent customer messaging.
Identify recurring customer questions or friction points and recommend improvements to templates, knowledge articles, and workflows.
Provide feedback during new-channel and platform-feature rollouts, including testing and user-acceptance support as needed.
Complete training on live chat and email workflows before each channel launches.
Learn and adopt new omnichannel platform features and share best practices with the team.
Support peak-volume periods, campaigns, and special situations, such as natural-disaster outreach, as assigned.