As a One Main Lead Collections Associate, you will be
As a One Main Lead Collections Associate, you will be involved in supporting the day-to-day business, answering customer facing Team Member questions, supporting our business with supplemental training and support needs, and assist Central Collections in supporting the business.
One Main Financial is the country's largest lending-exclusive financial
company, proudly serving millions of customers with safe, affordable, and transparent installment loans. Our customers turn to us every day-online and at 1,500 branches in 44 states-to help them take control and improve their financial lives with solutions for debt consolidation, medical expenses, household bills, home improvements and auto purchases.
Our talented and dedicated team members constantly look for responsible ways to serve our customers when, where and how they want. It's all about doing the right thing-a mission that hasn't changed for more than 100 years. Responsibilities: Perform analysis and performance tracking of individual departmental results. Develop and/or deliver training for department staff. Maintain an understanding of departmental systems, personal computers, software applications and policies and procedures. Assist in the identification and implementation of departmental improvements.
Perform quality audits and /or service observations. Communicates with management on operational process improvement opportunities and/or trends. Provide back-up support in absence of a supervisor. Maintains Appropriate Position Documentation. Review of call quality monitors. Daily and monthly review of team member metrics and stats. Negotiate with customers to resolve delinquency problems. Work in a goal-oriented environment to meet production indicators. Identify and address early and late-stage collections servicing requirements, volumes, and timelines for a portfolio or group of personal loan portfolios.
Qualifications: High School / GED Diploma.2+ years of call center experience. Strong problem-solving skills. Creative research skills. Strong verbal and written skills. Ability to maintain confidentiality and sensitive information. Proficient in basic MS office applications. An in-depth understanding of collections and advanced negotiation skills. Collections experience is highly preferred. Strong negotiation skills to resolve escalated calls. The ability to coach less experienced collectors. A high degree of self-management to successfully prioritize workflow and apply strategic techniques to identify process improvements.
Interpretation of procedures and instructions to choose the best resolution alternative. Excellent communication and persuasion skills. Creative problem-solving skills. Leadership Skills track record in one or more of OMF Leadership Attributes(High Integrity, Enterprise Mindset, Pursuit of Excellence, Bias for Action and Speed, Open to Change, Customer Focused, Great Team Player and Fact-based/well thought out Analysiinteractionperience working in fast-paced work environment.
Location: Fort Mill, SC
Company: Onemain Financial