Call Escalation Specialist

Escalation Call Specialist

The Escalation Call Specialist will be responsible for servicing clients with past due account status issues. In the role, you will be taking inbound calls from customers and authorized third parties regarding the status of an active or inactive account. You will respond to inbound caller inquiries around debt settlement options and status requests, with a focus on quality and first call solution. You will provide an explanation of programs and benefits available to customers. You will negotiate with authorized customers via telephone regarding past due accounts. You will investigate, research, and track consumer information. You will negotiate payments and settlements on customer accounts. You will qualify consumers for payment plans by gathering full and complete information. You will quickly determine customer needs and overcome objections. You will educate customers on what impacts working with a DSA can have on their credit and overall expense. You will educate customers on the difference between DSA and consolidation loans. You will provide customers with necessary information to educate customer on NFCC relationship. You will maintain compliance with FDCPA and state regulations. You will implement key strategies to negate losses as well as demonstrating exemplary customer service standards. You will monitor delinquent accounts for status updates and follow up with consumers and authorized third parties if needed. You will use online tools to research information on accounts. You will maintain account documentation and follow up as necessary. You will provide outstanding customer service to customers, 3rd parties, and OneMain employees. You will prioritize assigned work to align with business and company needs.

Requirements :

• High School Diploma or GED
• Strong phone, communication, and negotiation skills
• Ability to work well under pressure and meet goals in a fast-paced environment
• Quick thinker with creative research skills
• Proficiency with Internet and basic MS Office applications
• Ability to maintain confidentiality with sensitive information

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 :

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 identity, national origin, age, marital status, protected veteran status, or disability status.