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The Operations Optional Product Support Specialist will be part of a special unit that will be the single point of contact for customer requests and inquiries for cancelation of optional insurance products. This unit will be solely responsible for both customer contacts concerning cancelations via phone, email, mail, or in-person requests and the back-office processing of insurance cancelation requests. The Specialist must be able to balance volumes and quality for both workstreams. In addition, this team will be responsible for attempting to contact every customer who elects to purchase Optional Products for their OneMain loan, ensuring they are fully aware of the product purchase and cancelation rights. This is a unique, specialized role that requires an individual that can both offer a consistently exceptional customer experience and maintain high volume and high accuracy of special account handling through back office processing.  

In the Role

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 active listening to offer appropriate support or solutions with a focus on quality and first call resolution

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

Ensure processing volumes meet formal service level agreements

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

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

Requirements

High School or GED.

3 to 5 years of call center experience

Proficient in Microsoft products, specifically Excel, Outlook, and Teams

Preferred: 

Internal systems experience

Experience with internal optional products