OneMain Financial Jobs

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

As a Process Lead – Customer Operations, you will report to the Customer Service Supervisor and serve as a key liaison between customers, channel partners, and internal teams. You will handle complex customer interactions, ensuring exceptional service delivery and operational excellence. This role requires strong problem-solving skills, attention to detail, and the ability to multitask optimally in a fast-paced environment. You will play a vital role in creating a seamless and positive customer experience that aligns with Thermo Fisher Scientific’s commitment to quality and customer satisfaction.

Key Responsibilities

• Customer Support: Act as a senior point of contact for customers and channel partners, managing inquiries via phone, email, and other communication platforms.

• Inquiry Resolution: Respond complaints, and documentation such as proof of delivery.

• Cross-Functional Collaboration: Partner with internal teams to ensure customer requirements are met and internal processes are followed.

• Performance Standards: Ensure compliance with Service Level Agreements (SLAs) and Key Performance Indicators, giving to department-wide success.

• Continuous Improvement: Identify and lead process improvement initiatives that enhance customer satisfaction and operational efficiency.

• Global Collaboration: Support cross-border transactions and communications, collaborating across different time zones and cultures.

• Other Duties: Perform additional projects and responsibilities as assigned to support business needs.

Competencies Dependability

• Demonstrates reliability and adherence to work schedules, policies, and time-off protocols.

• Delivers consistent, high-quality service in line with departmental goals and call center metrics.

• Supports overall departmental success by maintaining accountability.

Interpersonal Skills

• Maintains professionalism and confidentiality in all interactions.

• Treats customers and colleagues with respect, empathy, and courtesy.

• Communicates with confidence, using appropriate tone and demeanor.

• Demonstrates active listening and accurate documentation of customer interactions.

Job Knowledge

• Possesses strong understanding of Thermo Fisher’s structure, products, and services.

• Applies SOPs effectively and proactively seeks to expand knowledge.

• Demonstrates proficiency in relevant systems, software, and online resources.

• Uses analytical skills to assess data, manage credit/debit transactions, and resolve account issues.

Teamwork and Collaboration

• Builds positive relationships with colleagues, fostering trust and collaboration.

• Contributes ideas and works jointly to resolve challenges and improve processes.

Problem Solving and Decision Making

• Applies sound judgment to resolve customer issues promptly and effectively.

• Demonstrates empathy and persistence when handling difficult situations.

• Calls out issues appropriately while maintaining accountability for resolution.

• Uses available resources and documentation to find solutions efficiently.

Personal Development

• Takes initiative to learn new skills and enhance performance.

• Actively incorporates feedback to drive personal and professional growth.

• Demonstrates self-discipline and a strong dedication to established procedures.

Customer Allegiance

• Exemplifies Thermo Fisher’s CARES values, ensuring every interaction reflects compassion, accountability, reliability, excellence, and service.

• Provides effective service recovery when challenges arise, ensuring customer satisfaction.

• Prioritizes real-time responsiveness and maintains diligent follow-up on all commitments.

As part of the Thermo Fisher Scientific team, you’ll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life every single day to enable our customers to make the world healthier, cleaner and safer. We provide our global teams with the resources needed to achieve individual career goals while helping to take science a step beyond by developing solutions for some of the world’s toughest challenges, like protecting the environment, making sure our food is safe or helping find cures for cancer.

Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.