Workflow Specialist

Responsibilities

• WFS Specialists are responsible for forecasting, scheduling, and intraday performance monitoring.
• Translate enterprise volume forecasts and capacity plans into optimized schedules that align staffing with operational demand.
• Oversee intraday application volume flows compared to staffing levels ensuring the business is staffed appropriately,
• Making real-time adjustments to mitigate service level risks and maximize utilization.
• Partner with Operations, Strategy, and Reporting teams to align scheduling and staffing recommendations with business goals.
• Monitor adherence and metrics, providing actionable insights to OMA leadership and to drive accountability and continuous improvement.
• Ensure compliance with regulatory, contractual, and organizational staffing requirements.
• Supporting the business a peak period throughout the scheduled business hours, work with and along leadership and underwriters to help fill in gaps.
• Maintain detailed process documentation, audit readiness, and reporting accuracy to support business during 3rd party review.
• Support implementation of new process and procedures alongside OMA leadership.
• Required Skills
• Education - High School diploma or equivalent preferred bachelor's degree or equivalent work experience in call center operations.
• Demonstrated ability to work independently, while supporting the achievement of both individual and team level goals
• Ability to review and analyze large data sets to identify potential compliance or process violations or anomalies
• Solutions focused
• Strong written and verbal communication skills
• Strong critical thinking and analytical skills
• Attention to detail
• Knowledge of OneMain and Partner account management systems and policies
• Ability to process, comprehend and apply OneMain internal policies and procedures
• Ability to build performance reporting structures, varying in complexity
• Ability to brainstorm and communicate progressive ideas individually, or collaboratively with a team unit.

Requirements

• 4 Years of combined Auto underwriting call center operations, service and dealer sales experience
• Proficiency in Microsoft Excel and PowerPoint
• Advanced knowledge Topaz, Twilio, Bedrock, Class Avaya or similar software experience
• Hours (Hybrid)
• M - F, Weekends, on call

Additional Information

A OneMain Auto (OMA) Financial Workflow Specialist (WFS) plays a critical role in ensuring that enterprise operations are running at peak efficiency. The WFS is responsible for monitoring staffing levels, creating schedules, providing ongoing development, feedback, and support to OMA leaders and team members ensuring we meet our customers' needs while balancing efficiency, compliance, expenses and employee experience. A WFS is responsible for reviewing, communicating, assessing, and reporting potential risk, compliance, process violations, training needs, through application research, workflow projections and booked loan review, summarizing findings, and communicating business needs to OMA Financial Leadership. The successful candidate will bring proven leadership skills, strong analytical capabilities, and a deep understanding of OMA Direct and Indirect policy and procedures. They will be adept at interpreting data trends, coordinating with cross-functional partners, and guiding their leadership team to deliver accurate, agile, and compliance-driven process changes/training support. A WFS leverages time management skills to ensure all assigned tasks are completed within the established timeframes and demonstrates organizational skills to manage multiple, high visibility activities within the OMA Financial business. The WFS acts as a liaison between the Lending Manager team and Sr. Underwriters, providing real-time direction to the management team to ensure the business is operating at peak efficiency utilizing real-time data throughout the business day.

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