The Call Delivery team is responsible for ensuring inward and outward calls are delivered to centrally servicing agents in a manner that supports business objectives. Typical objectives focus around lending, collection account coverage and customer service call abandon rates. All are high priorities of the Call Delivery team and the successful candidate. In addition to monitoring and adhering to business objectives, the successful candidate will be involved with reporting, database maintenance, account research, adherence to compliance rules and at times assist with staffing design and movement.

In the Role

Providing exceptional attention to detail monitoring daily activities for both inbound and outbound calls for centralized servicing and collections.Effectively communicating with all levels of leadership to ensure FTE effectiveness and productivity, reporting any issues real-time. Including communicating effectively with leadership across regionsUnderstanding business strategies and contribute to the development of call delivery execution.Providing intra-day reporting taking note to escalate any intra-day observations outside of expected/acceptable results.Assisting in development of reporting and analytics, providing firsthand vision of trends and learnings from monitoring responsibilities.Demonstrating an acumen for all relevant call delivery compliance rules (to include: FDCPA, TCPA, State Laws, Max Calling/Messaging laws and internal policies)Understanding and reviewing account coverage for both strategic adherence and CFPB requirements.

Effectively working with others both locally and across regions as a cohesive unit.

Requirements

Bachelor’s Degree or equivalent work experience in call center operations.1-3 Years call center operations experienceAbility to work a flexible schedule to support operational areas including late nights and weekendsExperience with and knowledge of TCPA, FDCPA, and State laws governing collection and customer treatment via phoneIntermediate/Advanced knowledge and experience with Microsoft Office productsStrong written and oral communication skillsAbility to operate independently and manage a demanding workload under strict time constraintsAbility to make critical operational recommendations, and at times decisions, to maintain call center operations effectivenessWillingness to travel if requested

Preferred:

Bachelor’s Degree with focus in Business Management or Information Technology1 Year (or equivalent) Dialer (example: Aspect, Live Ops, Avaya) Management ExperienceExperience with Project Management, including definition and prioritization of business requirements and evaluation of proposed technical solutions in order to determine effectiveness

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: 

Health and wellbeing options for team members and their dependentsUp to 4% matching 401(k)Employee Stock Purchase Plan (10% share discount)Tuition reimbursementContinuing educationBonus eligiblePaid time offPaid volunteer time And more