Operations Support Specialist

OneMain Financial • London, KY

8d

About The Position

The Operations Optional Product Support Specialist will work in a specialized unit serving as the single point of contact for customer requests and inquiries about canceling optional insurance products. The unit handles customer cancellation contacts by phone, email, mail, and in person, as well as back-office processing of cancellation requests. The role balances processing volume with quality and accuracy. The team also attempts to contact every customer who purchases optional products for a OneMain loan to ensure they understand the purchase and their cancellation rights.

The Specialist becomes a subject matter expert on OneMain optional products, including terms, premiums, cancellations, and refunds. The position provides customer support through inbound and outbound contacts and multiple communication channels, while processing account requests in accordance with regulatory, compliance, and service-level expectations. Customer interactions must be consultative and comply with applicable laws and policies, including the FDCPA and state and federal telephone-servicing regulations.

Requirements

• High school diploma or GED.
• 3 to 5 years of call center experience.
• Proficiency with Microsoft products, specifically Excel, Outlook, and Teams.
• Exceptional verbal and written communication skills.
• Sound judgment in problem solving and developing solutions to minimize risk.

Nice To Haves

• Experience with internal systems.
• Experience with internal optional products.

Responsibilities

• Serve as a single point of contact for customer support concerning OneMain optional products.
• Handle inbound and outbound customer contacts about optional products.
• Attempt to contact every customer who purchases optional products for a OneMain loan and explain the purchase and cancellation rights.
• Listen actively and provide appropriate support or solutions, with a focus on quality and first-call resolution.
• Maintain excellent call quality and accurately document and disposition customer contacts.
• Receive and process product cancellation requests according to regulatory and compliance expectations, maintaining processing volumes and accuracy.
• Review accounts for outstanding refund checks, process stop payments, and reissue refund checks when applicable.
• Identify operational issues and opportunities and collaborate with the team, partners, and leadership to resolve them.
• Meet formal service-level agreements for processing volumes.
• Respond to customers through web chat, text, and phone while navigating systems to provide accurate and timely responses.
• Work with customers consultatively in accordance with applicable laws, policies, procedures, the FDCPA, and state and federal telephone-servicing regulations.

Benefits

• Health and wellbeing options, including medical, prescription, dental, vision, hearing, accident, hospital indemnity, and life insurance.
• Up to 4% matching 401(k).
• Employee Stock Purchase Plan with a 10% share discount.
• Tuition reimbursement.
• Paid time off, including 15 vacation days 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, including 4 floating holidays, prorated based on start date.
• Paid volunteer time of 3 days per year, prorated based on start date.

What This Job Offers

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