Customer Care Specialist- Military Family Support Job at OneMain Financial (Evansville)

Job Description

This position is part of a customer-focused team responsible for providing exceptional service and support to OneMain customers. The Military Family Support Team (MFS) assists our customers with requests for the Servicemembers’ Civil Relief Act (SCRA) benefits by reviewing military orders and state specific requirements to determine eligibility. They work closely with our business partners to determine active-duty status and remain compliant with all Federal regulations governing SCRA. They also serve these customers by answering SCRA inquiries and communicating eligibility. In this position, you can positively impact the customer’s experience and overall customer retention. Team members are held to a high standard and must be able to multi-task without compromising quality.

Job Responsibility

Assists customers with requests for the Servicemembers’ Civil Relief Act (SCRA) benefits by reviewing military orders and state specific requirements to determine eligibility
Works closely with business partners to determine active-duty status and remain compliant with all Federal and State regulations governing SCRA
Answers SCRA inquiries and communicating eligibility
Provides education and direction on SCRA to internal and external customers
Promptly reaches out to the customer and business unit(s) to resolve SCRA benefit requests and inquiries
Possesses the ability to understand SCRA law, state guidelines and company policy to appropriately review benefit requests to determine eligibility
Provides exceptional customer service daily
Establishes effective professional rapport with customers and business partners
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 within all levels within the OneMain organization
Handles complex issues that require subject matter expertise
Escalates issues to Executive Office of Customer Care management and/or within the organizational unit(s), as required

Requirements

HS Diploma/GED required with equivalent work experience in related field
2 years working in high volume customer service environment
Possesses exceptional verbal and written communication
Strong problem solving and critical thinking skills
Thrives in a fast-paced environment, well organized, and works well under pressure
Positive, motivated, and self-driven
Makes productive contributions in a team-focused environment
Proficient in the use of Microsoft Office
Positively impacts the customer’s experience and overall customer retention
Responds to a variety of customer questions and concerns using exceptional customer service daily

Nice to have

Previous experience in a production environment preferred
Military background or experience is a plus, but not required

What we offer

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, 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)

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Customer Care Specialist- Military Family Support

Job Description

Job Responsibility

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