Operations Support Representative

OneMain Financial • London, KY

4d • Onsite

About The Position

OneMain Financial is seeking qualified candidates for the Operations Support Representative role within the Back Office / Special Handling (BOSH) team. This position will provide support for back-office functions, including managing customer correspondence via email and physical mail, processing account transactions such as fee removal, transaction reversals, closing small balance accounts, issuing physical checks to customers, and handling transactions for the payment of creditors in debt consolidation loans. The role involves account review, research, proper documentation, and special handling in accordance with company policies and state and federal guidelines. Key requirements include a strong understanding of policies and procedures, knowledge of CLASS and ELF systems, organization, time management, attention to detail, and effective communication skills. Responsibilities include maintaining and documenting accounts according to procedures, communicating with various departments and branch offices, managing physical mail, Document Queue Management (DQM), Service Manager, Scanning, and various email inboxes. The role also entails completing requested account monetary transactions, supporting new loans by paying off prior creditors, researching account issues, escalating accounts as needed, reporting monthly data to senior management, reviewing and processing accounts for special handling (e.g., POA, C&D, third-party authorizations), and completing ad-hoc reviews. Ensuring timely and accurate completion of tasks, maintaining compliance and operational risk controls, and recording daily productivity are also key aspects. The position may require assisting other BOSH teams with processes such as Allonges, Affidavits, Payment Processing, Account Charge-off Processing, Debt Sales execution, and Borrower’s Assistance execution. Other duties as assigned by leadership are also expected.

Requirements

• High School Diploma or GED
• 1 (One) or more year(s) in financial services
• Basic proficiency of Microsoft Office
• Knowledge of systems and primary job functions
• Solid understanding of policy and procedures
• CLASS and ELF knowledge
• Organization
• Time management
• Attention to detail
• Strong communication skills

Responsibilities

• Support back-office functions including customer correspondence via e-mail and physical mail.
• Process account transactions such as fee removal, transaction reversals, and account close of small balances.
• Cut physical checks to customers and process transactions or physical checks to support payment of creditors for debt consolidation loans.
• Perform account review, research, appropriate documentation, and special handling per company policy and state and federal guidelines.
• Maintain and document accounts adhering to published procedures.
• Communicate with various departments and branch offices on various account related topics.
• Manage incoming/outgoing physical mail, Document Queue Management (DQM), Service Manager, Scanning, and various email boxes.
• Complete requested account monetary transactions.
• Support newly originated loans by paying off prior creditors as part of debt consolidation.
• Research a variety of account related issues.
• Escalate accounts as needed.
• Report monthly data to senior management.
• Review and process accounts for special handling (i.e. POA, C&D, and written third party authorizations, etc.).
• Complete Ad-Hoc reviews as assigned by management.
• Ensure assigned tasks are completed in a timely and accurate manner.
• Ensure compliance, operational risk controls in accordance with regulatory standards, and policies.
• Record daily productivity.
• Maintain a positive workplace environment.
• Assist with additional Back Office/Special Handling teams and processes when necessary (Allonges, Affidavits, Payment Processing, Account charge off processing, Debt Sales execution, Borrower’s Assistance execution, etc.).
• Perform Other Duties as assigned by Back Office/Special Handling leadership.

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