Call Delivery Specialist

Job Description

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 regions
• Understanding 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

Preferred :

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 :