- Responsible for high-risk complaint processes across all Synchrony functions and products , including assessing the company's performance on key Critical to Compliance (CTC) and Critical to Quality (CTQ) measures, as it pertains to Unfair, Deceptive, Abusive Acts or Practices (UDAAP) and Fair Lending .
- Create and oversee a new High Risk Complaint L3 process to ensure enhanced governance on the high risk process.
- Oversee the high-risk complaint investigation process, ensure the investigation is within SLA, and fully address the holistic root cause of the customer's allegation.
- Engage and collaborate cross-functionally with all business partners to self- identify and resolve process risks, opportunities, gaps, and defects . Drive improvements, enhancements, and an overall reduction in defects by managing, preventing, and detective controls.
- Work with Compliance, Legal, Functional Complaint leaders, Process Owners, Supplier Managers, Training, and Client teams where appropriate for research to elevate our handling of customer complaints .
- Produce materials for High-Risk complaints and trends for Regulatory forums and the Complaint Management Sub-Committee.
- Work with Complaint Product Owner, Speech, Compliance, Fair Lending, Legal, Functional Complaint leaders, Process Owners, Supplier Managers, Training, and Client teams where appropriate for High-Risk Complaint Investigation.
- Responsible for transforming the High-Risk complaint process, ensure proper data is being leveraged within the system of record and continue to streamline the process.
- Enhance our control environment by expanding our internal business controls and partnership with Surveillance and the Enterprise Complaints Business Control Group.
- Reduce operational risk and drive customer experience improvements across Synchrony
- Drive cross-functional collaboration to ensure effective and consistent implementation of new processes throughout the enterprise
- Analyze process controls related to complaints analysis to ensure proper identification of risks
- Document Complaints Analysis process in accordance with Process Governance guidelines , including appropriate evidence of risk analysis process and action plans
- Represent the High-Risk Complaints process during compliance tests, internal and external audits, as well as both regulatory exam and enforcement activity
- Identify key factors impacting customer experiences and report results and recommendations to client teams, ELT and other members of the senior leadership team
- Leverage technology to improve processes and analysis and drive efficiency
- Implement risk-based trigger methodologies and other advanced analytic methods to identify risk and focus root cause analysis actions
- Perform other duties and/or special projects as assigned
- Bachelor's Degree and 5 plus years of experience managing processes and people in a large matrixed organization , OR in lieu of degree, 8 plus years of experience managing processes and people in a large matrixed organization
- Experience in C ompliance, R isk T esting, UDAAP , Fair Lending Laws and regulations, or Complaints.
- Experience working directly within the credit card industry , consumer banking industry , or other financial services institutions
- Strong communication skills demonstrated across all levels of the business, including SLT and ELT.
- Strong experience in process documentation, procedures
- Experience working in close collaboration with the Legal and Compliance teams
- Ability to effectively prioritize and work with minimal guidance.
- Compliance and regulatory experience
- Influence and role model behaviors that will lead to a strong risk environment and culture
- Strong knowledge of compliance rules and regulations
- Highly motivated , self-starter with strong problem-solving skills with an ability to deliver multiple projects/initiatives against tight deadline requirements
- Experience developing reporting and performing analytics in Tableau, SAS, Python, or other analytical software
- Influential storyteller in clear, concise, and credible presentations
- Understanding of Speech Analytics tools and technology
- Strong influencing skills
- Strong communicator both orally and in writing with the ability to collaborate across functions
- You must be 18 years or older
- You must have a high school diploma or equivalent
- You must be willing to take a drug test, submit to a background investigation and submit fingerprints as part of the onboarding process
- You must be able to satisfy the requirements of Section 19 of the Federal Deposit Insurance Act.
- N ew hires (Level 4-7) must have 9 months of continuous service with the company before they are eligible to post on other roles. Once this new hire time in position requirement is met, the associate will have a minimum 6 months' time in position before they can post for future non-exempt roles. Employees, level 8 or greater, must have at least 18 months' time in position before they can post. All internal employees must consistently meet performance expectations and have approval from your manager to post (or the approval of your manager and HR if you don't meet the time in position or performance expectations).
- Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.
- If you need special accommodations, please call our Career Support Line so that we can discuss your specific situation. We can be reached at Representatives are available from 8am - 5pm Monday to Friday, Central Standard Time
VP, High Risk Complaints Leader - Altamonte Springs, United States - Synchrony
Description
Job ID: E2401497
Job Description:
Role Summary/Purpose:
The VP, High Risk Complaints Leader , will be a key member of the Complaint Operations leadership team. This leader will work closely with the VP Complaint Product Owner, VP Speech Run Leader, Compliance, Fair Landing, and key stakeholders across SYF to develop processes that help identify , investigate, and mitigate UDAAP and Fair Lendi ng Risk. This leader will have the responsibility of leading a global team to ensure proper and consistent investigation and identification of any substations are done in a compliant manner. This leader will be responsible for executing effectively to ensure no breaches of the UDAAP Risk Appetite Statement (RAS) metric. We're proud to offer you choice and flexibility.
We're proud to offer you choice and flexibility. At Synchrony, our way of working allows you to have the option to work from home, near one of our Hubs or come into one of our offices. Occasionally you may be required to commute to our nearest office for in person engagement activities such as business or team meetings, training and culture events.
Essential Responsibilities:
Qualifications/Requirements:
Desired Characteristics:
Grade/Level: 12
The salary range for this position is 110, ,000.00 USD Annual and is eligible for an annual bonus based on individual and company performance.
Actual compensation offered within the posted salary range will be based upon work experience, skill level or knowledge.
Salaries are adjusted according to market in CA, NY Metro and Seattle.
Eligibility Requirements:
Legal authorization to work in the U.S. is required. We will not sponsor individuals for employment visas, now or in the future, for this job opening. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.
Our Commitment:
When you join us, you'll be part of a diverse, inclusive culture where your skills, experience, and voice are not only heard-but valued. We celebrate the differences in all of us and believe that our individual, unique perspectives is what makes Synchrony truly a great place to work. Together, we're building a future where we can all belong, connect and turn ideals into action. Through the power of our 8 Diversity Networks+ , with more than 60% of our workforce engaged, you'll find community to connect with an opportunity to go beyond your passions.
This starts when you choose to apply for a role at Synchrony. We ensure all qualified applicants will receive consideration for employment without regard to age, race, color, religion, gender, sexual orientation, gender identity, national origin, disability, or veteran status.
Reasonable Accommodation Notice:
Job Family Group:
Customer Service Operations