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Customer Care Specialist Senior
OneMain Holdings
Evansville, IN, United States
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As one of the nation's largest consumer finance organizations, OneMain serves more than 2 million customers with personal loans, automobile loans, and other credit-related products. "Lending Done Human" reflects our commitment to putting customers first. For 90+ years, we've made the OneMain promise of friendly, fast and affordable financing a reality for our customers.
The Senior Customer Care Specialist, a valued executive office of customer care (EOCC) team member, must use sound judgment to classify and route customer concerns consistently, accurately, and in a timely manner that benefits OneMain and our customers.
Essential Job Functions
• Promptly and accurately enter customer concerns in the complaint management system.
• Accurately categorize customer concerns in the complaint management system.
• Promptly and accurately route customer concerns, using the complaint management system, to the appropriate Customer Care Resolution Group.
• Establishes effective, professional rapport with both internal and external customers.
• May help identify trends in customer complaints to assist with root cause analysis.
Job Competencies
• Integrity and Trust: Is widely trusted; is seen as a direct, truthful individual; can present the unvarnished truth in an appropriate and helpful manner; keeps confidences; admits mistakes; doesn’t misrepresent him/herself for personal gain.
• Time Management: Uses his/her time effectively and efficiently; values time; concentrates his/her efforts on the more important priorities; gets more done in less time than others; can attend to a broad range of activities.
• Drive for Results: Can be counted on to successfully exceed goals; is constantly and consistently a top performer; very bottom-line oriented; steadfastly pushes self and others for results.
• Functional/Technical Skills: Possess objective analytical, problem solving skills.
• Self-Development: Is personally committed to improve him/herself; understands that different situations and levels may call for different skills and approaches; works to deploy strengths; works on compensating for weakness and limits.
• Communication: Must have the ability to verbally communicate with internal and external customers demonstrating excellent communication skills. Must be knowledgeable.
Education and Experience Requirements
• Requires good written, oral and interpersonal skills.
• Production environment experience preferred.
• Data entry experience preferred.
OneMain Holdings, Inc. is an Equal Employment Opportunity (EEO) and Affirmative Action (AA) employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identify, national origin, age, marital status, protected veteran status, or disability status.