Customer Service Representative

At OneMain, Customer Service Representatives empower customers – understanding customer needs and providing solutions. while learning the core functionalities of our business at OneMain allowing them to grow their career.

In the Role

• Responding to calls utilizing an inbound and outbound dialer, with focus on quality and first call resolution

• OneMain website support, including technology assistance, password resets and a multitude of customer support activities, including payment arrangements, addressing customer concerns when they receive a declined notification

• Handling customer complaints, branch issues, delinquency levels and refunds

• Multiple portfolio servicing, including cash advances, convenience checks and settlements

• Work with clients in a consultative manner in accordance with all applicable laws, policies, and procedures

• Negotiate with customers to resolve account matters

• Maintain and notate all appropriate information and documentation on customer accounts

• Lien releases paid out processing, questions regarding closed or resolved accounts

• Work together as both team member and individual contributor in a goal-oriented environment to meet individual and team targets

• Maintain compliance with FDCPA (Fair Debt Collection Practices Act), all state and federal regulations concerning telephone servicing

• Customer Communication through digital channels, including web chat, text, and phone communication, while successfully navigating systems to provide accurate and timely customer responses
  

Requirements

• HS Diploma/GED
  

Preferred Requirements

• 2-4 years’ Call Center experience preferred

• Proven track record and demonstrated ability to listen and offer appropriate products or services and customer solutions

• Demonstrated customer service skills

• Excellent and engaging communication skills

• Ability to thrive in a fast-paced team environment and work in several systems simultaneously

• Ability to quickly analyze challenging problems / situations and provide solutions

• Bilingual English / Spanish skills a plus, but not required