Operations Support Specialist

OneMain Financial • Fort Mill, SC

12d

About The Position

The Operations Optional Product Support Specialist is part of a dedicated unit serving as the single point of contact for customer requests and inquiries about canceling optional insurance products. The team handles customer cancellation contacts by phone, email, mail, and in person, as well as back-office processing of cancellation requests. The Specialist balances volume and quality across both workstreams and contacts customers who purchase optional products for OneMain loans to ensure they understand their purchase and cancellation rights.

The role requires providing a consistently exceptional customer experience while handling a high volume of specialized account work accurately. The Specialist becomes a subject matter expert on OneMain Optional Products, supports customers across multiple communication channels, processes cancellations and related refund activity, and works with customers in accordance with applicable laws, policies, procedures, and compliance requirements.

Requirements

• High school diploma or GED.
• Three to five years of call center experience.
• Proficiency with Microsoft products, specifically Excel, Outlook, and Teams.

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, including product terms, premiums, cancellations, and refunds.
• Manage inbound and outbound customer contacts concerning Optional Products.
• Contact customers who purchase Optional Products for their OneMain loan to explain the product purchase and cancellation rights.
• Use active listening to provide appropriate support or solutions, with a focus on quality and first-call resolution.
• Maintain high call quality, document customer accounts appropriately, and select accurate dispositions.
• Receive and process product cancellation requests in accordance with regulatory and compliance expectations, maintaining volume and accuracy.
• Review accounts for outstanding refund checks, process stop payments, and reissue refund checks when applicable.
• Identify potential operational issues or opportunities and collaborate with the team, partners, and leadership to resolve them.
• Meet processing volumes in accordance with formal service level agreements.
• Engage customers through web chat, text, phone, and other communication channels, navigating systems to provide accurate and timely responses.
• Work with customers consultatively in accordance with applicable laws, policies, and procedures, including FDCPA and state and federal telephone-servicing regulations.

Benefits

• Medical, prescription, dental, vision, hearing, accident, hospital indemnity, and life insurance options.
• 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: 3 days per year, prorated based on start date.

What This Job Offers

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