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About the Role
The Omni Specialist is the voice of Attain across the organization's digital, two-way customer communication channels. This role monitors inbound customer messages and responds in a timely, accurate, and compliant manner, resolving questions, routing requests, and delivering a consistent customer experience regardless of channel. At launch, the position will focus primarily on two-way Short Message Service (SMS) communications. As the organization integrates chat and email into its omnichannel platform, the Omni Specialist will expand to manage those channels as well, often working several conversations at once.
Responsibilities
- Monitor the two-way SMS queue throughout the shift and respond to inbound customer messages within established service-level targets.
- Meet quality assurance standards for accuracy, tone, and compliance on every interaction.
- Manage multiple concurrent conversations while maintaining accuracy, tone, and attention to detail.
- Handle concurrent conversations across multiple channels, maintaining context and continuity when a customer moves between SMS, live chat, and email.
- Use approved templates and messaging guidelines, personalizing responses where appropriate and permitted.
- Prioritize the queue based on urgency, customer need, and business rules.
- Expand coverage to live chat and email as those channels are integrated, applying the same quality and compliance standards across every channel.
- Answer customer questions about accounts, payments, applications, and general servicing using approved resources and knowledge articles.
- Verify customer identity according to established procedures before discussing account information.
- Resolve inquiries at first contact whenever possible; otherwise, route or escalate to the appropriate branch, department, or team member with clear, complete notes.
- Recognize and escalate sensitive situations, such as complaints, disputes, hardship, or requests that require supervisor or specialized attention.
- Document every interaction accurately in the system of record.
- Follow all applicable consumer-communication requirements and company policies, including consent and opt-out handling, permitted contact times, and required disclosures.
- Apply the same consent, disclosure, and data-protection standards to live chat and email communications as those channels are introduced.
- Process opt-out and communication-preference requests promptly and accurately.
- Protect customer personal and account information; never request or share sensitive data through unapproved channels.
- Communicate clearly, fairly, and respectfully with every customer, consistent with fair-lending and consumer-protection standards.
- Complete all required compliance training and stay current on policy and procedure updates.
- Partner with branches, collections, servicing, and marketing teams to ensure smooth handoffs and consistent customer messaging.
- Identify recurring customer questions or friction points and recommend improvements to templates, knowledge articles, and workflows.
- Provide feedback during the rollout of new channels and platform features, including testing and user-acceptance support as needed.
- Complete training on live chat and email workflows ahead of each channel's launch.
- Learn and adopt new omnichannel platform features as they are released, and share best practices with the team.
- Support peak-volume periods, campaigns, and special situations (for example, natural disaster outreach) as assigned.
Requirements
- High school diploma or equivalent required.
- Minimum of three years of experience in customer service, contact center, or financial services required.
- Experience with SMS, live chat, or email support in a high-volume environment preferred.
- Experience in consumer lending, collections, or loan servicing preferred.
- Familiarity with omnichannel or contact center platforms and CRM systems is considered an asset.
- Bilingual (English/Spanish) is a plus
Skills
- Excellent written communication skills, with clear, concise, and empathetic writing and grammar, spelling, and tone suited to each text-based channel.
- Ability to write effectively in both real-time (SMS and live chat) and longer-form (email) formats.
- Proven ability to handle multiple conversations simultaneously while remaining accurate and organized.
- Strong customer focus, with ownership of customer issues and follow-through to resolution.
- Sound judgment, with the ability to apply policy consistently and recognize when to escalate.
- Comfort learning new software and working across several systems at once.
- Proficiency with approved templates, messaging guidelines, knowledge articles, and the system of record, developed through onboarding.
- Adaptability in embracing new channels, tools, and processes as the program grows.
- Ability to maintain strict confidentiality of customer information, treating compliance and data protection as part of every interaction.
- Working knowledge of Microsoft Excel (e.g., sorting, filtering, and basic formulas) for tracking and reporting is preferred.
- Working knowledge of consumer-communication regulations relevant to lending is preferred.
Location
- London, KY
Work Type
- Hybrid
- Full-time
Experience Level
- Minimum of three years of experience in customer service, contact center, or financial services required.
Education Level
- High school diploma or equivalent required.
Salary/Compensations
- $20.50 - $25.50 USD per hour
Benefits
- Paid Time Off
- Medical
- Dental
- Vision
- 401k
- Life Insurance
- Disability
- Other voluntary coverages
About the Company
- At Attain Finance, we bring over 50 years of expertise in providing credit solutions across the U.S. and Canada.
- Our deep roots in the financial industry have empowered us to develop convenient, easily accessible financial services that meet our customers' growing needs.
- Join a leading consumer credit lender that thrives on innovation and collaboration, where your contributions are truly valued.
- Our portfolio includes distinguished brands like Cash Money®, LendDirect® and Heights Finance.
- Each brand is constantly evolving to better serve our customers.
- Be part of a dynamic team that is shaping the future of consumer finance.
- Apply today and take the next step in your career with Attain Finance!
Equal Opportunity
- Attain Finance Supports Equal Employment Opportunity.
- Attain Finance (dba Cash Money®, LendDirect®, and Heights Finance) is committed to a policy of providing equal employment opportunity to all qualified employees and applicants.
- This commitment is reflected in all aspects of our daily operations.
- We do not discriminate on the basis of race, color, sex, religion, national origin, marital status, age, disability, veteran status, or genetic information in any personnel practice, including recruitment, hiring, training, compensation, promotion, and discipline.
- Additionally, we do not discriminate based on any other characteristic protected by applicable state/provincial or local law where a particular employee works.
- In addition, it is the policy of Attain Finance to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by federal law and any state/provincial law where a particular employee works.