Credit Card Escalation Specialist

This position is part of a customer-focused team responsible for resolving complaints, coordinating all complaint capture, resolution, reporting, and root cause analysis across OneMain, driving change directly and through effective organizational partnerships. The Credit Card Escalation Specialist Senior is responsible for providing exceptional service and support to OneMain customers.

In the Role

• Provides exceptional customer service daily.

• Plans, organizes, and prioritizes own work routine to meet established schedule.
• Supports the activities of the Executive Office of Customer Care.
• Interacts, collaborates, and works with all levels of the OneMain organization.
• Escalates issues to Executive Office of Customer Care management and/or within the organizational unit(s), as required.

• Ensures prompt and complete complaint responses to regulatory agencies, customer advocates, and customers.
• Reviews complex regulatory and advocate inquiries and complaints to identify and determine the specific allegations, concerns, and inquiries requiring response.
• Coordinates with appropriate business operations and/or function to research and collect information necessary to respond to inquiries and complaints.
• Formulates communications that fully address all expressed allegations, concerns, inquiries and request, balancing customer care and satisfaction with business objectives.
• Provides speedy, accurate, and complete complaint responses for Legal Department and management review.
• Presents complaints and responses to senior management at weekly Complaint Lab meetings.
• Possesses a curiosity and willingness to investigate situations beyond the obvious.

Requirements

• High School Diploma/ GED
• 2 years' experience in Financial Services.
• 2 years of high-volume customer service experience
• 2 years' experience in an escalations environment
• Strong time management skills.
• Ability to work in an independently and in a team environment.
• Ability to handle complex issues that require subject matter expertise.
• Exceptional verbal and written communication.
• Strong problem solving and critical thinking skills.
• Ability to remain organized in a high pressure fast-paced environment.
• Proficient in the use of Microsoft Office.
• Establishes effective professional rapport with customers and business partners.

Preferred:

• Previous experience in a production environment preferred.
• Credit Card experience preferred.
• Some College 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 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, plus 2 personal days, prorated based on start date)
• Paid sick leave as determined by state or local ordinance, prorated based on start date
• Paid holidays (7 days per year, based on start date)
• Paid volunteer time (3 days per year, prorated based on start date)

OneMain Holdings, Inc. is an Equal Employment Opportunity (EEO) employer. Qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship status, color, creed, culture, disability, ethnicity, gender, gender identity or expression, genetic information or history, marital status, military status, national origin, nationality, pregnancy, race, religion, sex, sexual orientation, socioeconomic status, transgender or on any other basis protected by law.