Customer CARE Advocate

Responding to calls utilizing an inbound and outbound dialer, with focus on quality and first call resolution
OneMain website support, including technology assistance, password resets and a multitude of customer support activities, including payment arrangements, addressing customer concerns when they receive a declined notification
Handling customer complaints, branch issues, delinquency levels and refunds
Multiple portfolio servicing, including cash advances, convenience checks and settlements
Work with clients in a consultative manner in accordance with all applicable laws, policies, and procedures
Negotiate with customers to resolve account matters
Maintain and notate all appropriate information and documentation on customer accounts
Lien releases paid out processing, questions regarding closed or resolved accounts
Work together as both team member and individual contributor in a goal-oriented environment to meet individual and team targets
Maintain compliance with FDCPA (Fair Debt Collection Practices Act), all state and federal regulations concerning telephone servicing
Customer Communication through digital channels, including web chat, text, and phone communication, while successfully navigating systems to provide accurate and timely customer responses

2-4 years’ Call Center experience preferred
Proven track record and demonstrated ability to listen and offer appropriate products or services and customer solutions
Demonstrated customer service skills
Excellent and engaging communication skills
Ability to thrive in a fast-paced team environment and work in several systems simultaneously
Ability to quickly analyze challenging problems / situations and provide solutions
Bilingual English / Spanish skills a plus, but not required