Senior Regulatory and Advocate Complaint Specialist

Overview

This position, as part of a customer-focused team, is responsible for providing written responses to One Main 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.

• 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 One Main policy/procedures and other applicable regulations.

• HS Diploma or GED
• 1-4 years of experience in technical/legal correspondence
• 1-4 years of financial service and/or paralegal experience
• Strong written communication skills

• Associates or Bachelor degree in Business or related discipline
• Regulatory correspondence experience

Location: Evansville, IN - Hybrid

One Main 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 One Main.

Because team members at their best means One Main 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 including medical, prescription, dental, vision, hearing, accident, hospital indemnity, and life insurances
• Up to 4% matching 401(k)
• Employee Stock Purchase Plan (10% share discount)
• Tuition reimbursement
• Paid time off (15 days’ vacation per year, prorated based on start date)
• Paid sick leave asdeterminedby state or local ordinance (prorated based on start date)
• 11 Paid holidays (4 floating holidays, prorated based on start date)
• Paid volunteer time (3 days per year, prorated based on start date)