Senior Regulatory and Advocate Complaint Specialist

Senior Regulatory and Advocate Complaint Specialist

This position, as part of a customer-focused team, is responsible for providing written responses to OneMain customer concerns that have been submitted through government agencies and third-party advocates. The Customer Care Specialist Sr. is responsible for understanding and investigating the customers’ concerns and providing a written response to the complaint issues with a resolution that balances the customer experience and business needs.

The Regulatory & Advocate Complaint Specialist will coordinate the research and compilation of information needed to respond in writing to complex inquiries and complaints from State regulators, the Better Business Bureau, Attorney Generals, the CFPB, and attorneys, and will formulate communications that fully address all expressed allegations, concerns, inquiries and requests. 

In the Role

• Review regulatory and advocate inquiries and complaints to identify and determine the specific nature of allegations, concerns, inquiries and requests requiring response.
• Coordinate with appropriate business operations and/or functions to research and collect information necessary to respond to inquiries and complaints.
• Formulate communications that fully address all expressed allegations, concerns, inquiries and requests, balancing customer care and satisfaction with business objectives.
• Coordinate responses with Law Department attorneys to express appropriate legal arguments.
• Act as a liaison with the Law Department and Executive Office of Customer Care staff.
• Appropriately track the investigation and development of all communications and maintains documentation.
• Communicate with regulators, attorneys, and advocates concerning communications.
• Promote compliance with OneMain policy/procedures and other applicable regulations.

Requirements

• Associate Degree in Business or legal writing or equivalent experience
• Must be able to effectively multi-task and manage workflow and business priorities. 
• Must be a clear and precise thinker with the ability to effectively communicate at different levels of understanding.  Must have professional and calm demeanor with ability to tactfully deal with and work through difficult situations independently.     
• 1-4 years of experience in technical/legal correspondence 
• 1-4 years of financial service and/or paralegal experience
• Strong written communication skills

Preferred:

Bachelor degree

Regulatory correspondence experience

Location: Evansville, IN hybrid schedule

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 dependents
• Up to 4% matching 401(k)
• Employee Stock Purchase Plan (10% share discount)
• Tuition reimbursement
• Continuing education
• Bonus eligible
• Paid time off
• Paid volunteer time 
• And more

OneMain Holdings, Inc. is an Equal Employment Opportunity (EEO) employer. Qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship status, color, creed, culture, disability, ethnicity, gender, gender identity or expression, genetic information or history, marital status, military status, national origin, nationality, pregnancy, race, religion, sex, sexual orientation, socioeconomic status, transgender or on any other basis protected by law.