Fraud Phone Agent

The OMF Verifications agent will support the Enterprise Fraud Group (EFG), Fraud Analytics and Customer Service (CS) via being an additional line of defense against Fraud.  FPAs will reduce ATO Fraud loss while offering Customers real time support via applying judgmental decisions that lead to account restrictions while providing Customers with real time phone changes to Personal Information.  FPAs’ real time conversations will relieve Customers of the need to provide supporting documents by email which will also facilitate Customer access to their credit line.  Also, when callers fail identification, FPAs will alert the EFG team which will take appropriate actions.

In addition to limited phone work, most of an FPA’s focus will center on reviewing manual reports/listening to recorded calls to ensure OMF’s policies are being followed.  In this capacity, FPAs will utilize their informed judgement to determine if accounts should be blocked.

The Role

- Reduce Fraud Loss: Exercise sound judgment to restrict (or not restrict) accounts demonstrating suspicious attributes
- Improve Customer Experience: Show empathy to impacted Customers and victims of fraud; maintain the highest level of professionalism with Customers and Colleagues
- Take inbound calls to assist Customers with additional verification if Customers have failed initial account identification & verification and/or failed additional verification after requesting a change to the account
- Review accounts that queue on the previous day’s reports
- Assist Customers with light account maintenance
- Maintain an understanding of the departmental systems, policies and procedures; meet production, judgment and Quality goals

Requirements

- High School / GED Diploma
- 2+ years of call center experience
- Strong problem-solving skills
- Excellent research skills
- Strong verbal and written skills
- Ability to maintain confidentiality and sensitive information

Location: Hybrid schedule: Tuesday-Thursday anchor days // Schedule is 11am-8pm

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 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 as determined by 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)

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.