Senior Regulatory and Advocate Complaint Specialist

OneMain Financial • Evansville, IN

8d • Hybrid

About The Position

This position, as part of a customer-focused team, is responsible for providing written responses to OneMain customer concerns that have been submitted through government agencies and third-party advocates. The Customer Care Specialist Sr. is responsible for understanding and investigating the customers’ concerns and providing a written response to the complaint issues with a resolution that balances the customer experience and business needs. The Regulatory & Advocate Complaint Specialist will coordinate the research and compilation of information needed to respond in writing to complex inquiries and complaints from State regulators, the Better Business Bureau, Attorney Generals, the CFPB, and attorneys, and will formulate communications that fully address all expressed allegations, concerns, inquiries and requests. In the Role Review regulatory and advocate inquiries and complaints to identify and determine the specific nature of allegations, concerns, inquiries and requests requiring response. Coordinate with appropriate business operations and/or functions to research and collect information necessary to respond to inquiries and complaints. Formulate communications that fully address all expressed allegations, concerns, inquiries and requests, balancing customer care and satisfaction with business objectives. Coordinate responses with Law Department attorneys to express appropriate legal arguments. Act as a liaison with the Law Department and Executive Office of Customer Care staff. Appropriately track the investigation and development of all communications and maintains documentation. Communicate with regulators, attorneys, and advocates concerning communications. Promote compliance with OneMain policy/procedures and other applicable regulations.

Requirements

• HS Diploma or GED
• 1-4 years of experience in technical/legal correspondence
• 1-4 years of financial service and/or paralegal experience
• Strong written communication skills

Nice To Haves

• Associates or Bachelor degree in Business or related discipline
• Regulatory correspondence experience

Responsibilities

• Review regulatory and advocate inquiries and complaints to identify and determine the specific nature of allegations, concerns, inquiries and requests requiring response.
• Coordinate with appropriate business operations and/or functions to research and collect information necessary to respond to inquiries and complaints.
• Formulate communications that fully address all expressed allegations, concerns, inquiries and requests, balancing customer care and satisfaction with business objectives.
• Coordinate responses with Law Department attorneys to express appropriate legal arguments.
• Act as a liaison with the Law Department and Executive Office of Customer Care staff.
• Appropriately track the investigation and development of all communications and maintains documentation.
• Communicate with regulators, attorneys, and advocates concerning communications.
• Promote compliance with OneMain policy/procedures and other applicable regulations.

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