Operations Support Specialist

About the Role

The Operations Optional Product Support Specialist will be part of a special unit serving as the single point of contact for customer requests and inquiries regarding cancellation of optional insurance products. This team handles both customer contacts (via phone, email, mail, or in-person) and back-office processing of insurance cancellation requests, requiring a balance of volume and quality across both workstreams.

Additionally, the team is responsible for contacting every customer who purchases Optional Products for their OneMain loan to ensure they are fully aware of the product purchase and cancellation rights. This role demands exceptional customer experience delivery alongside high-volume, high-accuracy back-office processing.

Responsibilities

• Become a subject matter expert on OneMain Optional Products (terms, premiums, cancellations, refunds, etc.) as the single point of contact for customer support.
• Manage both inbound and outbound customer contacts concerning Optional Products.
• Demonstrate active listening to provide appropriate support or solutions with a focus on quality and first-call resolution.
• Ensure attention to detail in customer interactions, including excellent call quality, proper account documentation, and disposition.
• Process customer requests for product cancellation according to regulatory and compliance expectations while maintaining high accuracy and volume.
• Review accounts for outstanding refund checks, process stop payments, and reissue new refund checks as needed.
• Quickly identify potential operational issues or opportunities and collaborate with the team, partners, and leadership to resolve them.
• Ensure processing volumes meet formal service level agreements.
• Engage with customers through multiple communication channels (web chat, text, phone) while navigating systems to provide accurate and timely responses.
• Work with customers in a consultative manner in compliance with all applicable laws, policies, and procedures, including FDCPA, state, and federal regulations.

Requirements

• High School diploma or GED.
• 3 to 5 years of call center experience.
• Proficient in Microsoft products, specifically Excel, Outlook, and Teams.

• Preferred: Experience with internal systems and optional products.

Location: Evansville, IN

About the Company

OneMain Financial (NYSE: OMF) is a 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 focused on helping people borrow better and achieve their financial goals. Our team thrives on transformative digital thinking, customer-first energy, and flexible work arrangements, fostering an inclusive culture and career development opportunities.

Benefits

• Health and wellbeing options including medical, prescription, dental, vision, hearing, accident, hospital indemnity, and life insurance.
• Up to 4% matching 401(k).
• Employee Stock Purchase Plan (10% share discount).
• Tuition reimbursement.
• Paid time off (15 days’ vacation per year, prorated based on start date).
• Paid sick leave as determined by state or local ordinance (prorated based on start date).
• 11 paid holidays (4 floating holidays, prorated based on start date).
• Paid volunteer time (3 days per year, prorated based on start date).