OneMain Financial is looking for an Operations Optional Product Support Specialist to act as a single point of contact for customer requests and inquiries regarding the cancellation of optional insurance products. This role aims to improve customer experience and streamline back-office processing for these cancellations.
Requirements
- Proficient in Microsoft products, specifically Excel, Outlook, and Teams
- Internal systems experience
- Experience with internal optional products
Responsibilities
- Become a subject matter expert with OneMain Optional products (terms, premiums, cancellations, refunds, etc.), as a single point of contact for customer support
- Manage both Inbound and Outbound customer contacts concerning Optional Products
- Demonstrate attention to detail with customer contacts, including excellent call quality, appropriate account documentation and disposition
- Receive and process customer requests for product cancellation according to regulatory and compliance expectations, maintaining processing volumes with high accuracy and attention to detail
- Review accounts for outstanding refund checks, process stop payments, and re-issue new refund checks when applicable
- Quickly identify potential operational issues or opportunities, and collaborate with the team, partners, and leadership to resolve
- Customer engagement through multiple communication channels including, web chat, text, and phone communication, while successfully navigating systems to provide accurate and timely customer responses
Other
- High School or GED.
- 3 to 5 years of call center experience
- Demonstrate active listening to offer appropriate support or solutions with a focus on quality and first call resolution
- Ensure processing volumes meet formal service level agreements
- Work with customers in a consultative manner in accordance with all applicable laws policies and procedures including compliance with FDCPA (Fair Debt Collection Practices Act), all state and federal regulations concerning telephone servicing
