The Escalation Specialist Intermediate is part of a customer-focused team responsible for resolving customer complaints, coordinating all complaint capture, resolution, reporting, and root cause analysis, including military family servicemember support across OneMain, driving change directly and through effective organizational partnerships.
The Specialist Intermediate-Credit Card is responsible for providing exceptional service and support to OneMain customers.
In the Role
Provide exceptional customer service daily, establishes effective professional rapport with customers and business partners.
Plan, organize, and prioritizes own work routine to meet established schedule and support the activities of the EOCC Complaint Resolution Team.
Interacts, collaborates, and works within all levels within the OneMain organization.
Escalates issues to EOCC management and/or within the organizational unit(s), as required
Responsible for reaching out to customers and business unit(s) to resolve complex customer complaints and concerns.
Act as a point of contact to answers and resolves internal/external questions pertaining to customer issues and/or concerns inquiries.
Investigates issues and/or concerns conduct interviews with all parties involved.
Provide Best In Class customer service experience to all internal and external customers.
Provide clear and concise written correspondence.
Responsible for account monitoring to ensure all required changes or adjustments are complete and accurate.
Document all actions, research, and resolutions in the Complaint Management System.
Help identify customer complaints/issues trends to assist with root cause analysis.
Requirements
High School Diploma or GED
2-4 years experience in a high contact customer service, customer escalation resolution environment
Ability to work flexible hours to support the needs of the business unit.
Complaint handling and resolution experience.
Experience investigating customer complaints.
Ability to thrives in a fast-paced environment.
Ability to gain and maintain trust and confidences of team members and Leadership team along with establishing effective professional rapport with both internal & external customers.
Strong organization skills with the ability to prioritize workload to achieve the departments’ expectations.
Proficient in the use of Microsoft Office.
Possess exceptional verbal and written communication
Strong problem solving and critical thinking skills
Experience in resolving difficult or pressure situations with minimal supervision
Preferred:
College degree in related field preferred
Financial Industry experience preferred
Location: Evansville, IN.
Who we Are
OneMain Financial (NYSE: OMF) is the leader in offering nonprime customers responsible access to credit and is dedicated to improving the financial well-being of hardworking Americans.
Since 1912, we’ve looked beyond credit scores to help people get the money they need today and reach their goals for tomorrow.
Our growing suite of personal loans, credit cards and other products help people borrow better and work toward a brighter future.
Driven collaborators and innovators, our team thrives on transformative digital thinking, customer-first energy and flexible work arrangements that grow lives, careers and our company.
At every level, we’re committed to an inclusive culture, career development and impacting the communities where we live and work.
Getting people to a better place has made us a better company for over a century.
There’s never been a better time to shine with OneMain.
Because team members at their best means OneMain at our best, we provide opportunities and benefits that make their health and careers a priority.
That’s why we’ve packed our comprehensive benefits package for full- and some part-timers with:
Health and wellbeing options for team members and their dependents
Up to 4% matching 401(k)
Employee Stock Purchase Plan (10% share discount)
Tuition reimbursement
Continuing education
Bonus eligible
Paid time off
Paid volunteer time
And more
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