Customer Care Specialist- Military Family Support

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.

In the Role:

• 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.

Preferred:

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

Location: Evansville,