- Review and respond to high-risk, customer complaints/inquiries identified as Escalated by Synchrony Financial 40.3 policy as well as Non-Escalated complaints/inquiries while mitigating reputational risk and protecting the Synchrony Financial brand for all portfolios.
- Drive 100% completion of Credit Account Management, Acquisitions, and Credit Fraud strategy complaints queues/workflows within required SLA's
- Draft and/or review verbal and/or written responses to inquiries to ensure it contains clear, factual and accurate information
- Make decisions/recommendation on appropriate action for complaints; identify defects, investigation, solution, escalation, and opportunities
- Meet with credit process owners to discuss potential gaps in processes and bringing resolution to claims and opportunities for improvements
- Analyze complaint trends and identify patterns to determine root cause and recommend process changes
- Assist in trending analysis, comparative reporting, and other reports as requested
- Support the reporting of monthly, quarterly trends to the cross functional leaders
- Participate in discussions to update and improve job aids for operational processes based on outcome of complaint trends
- Perform other duties and/or special projects as assigned
- Bachelor's degree and 1 year of experience in Financial Services or in lieu of degree, 3+ years Financial Services experience
- Proficient/work experience in ACQUA, Edison, Fiserv (FD), Workstation, I2R, Content Navigator (OnDemand), Genius
- Experience with Microsoft Office, Advanced Case Manager (ACM), Tableau, Vision Plus, RMS NG, GECOM, Atlas and Surveyor System
- Ability to handle sensitive issues with uncompromising integrity and confidentiality
- Clear, concise and effective verbal and written communication skills
- Experience working independently and cross-functionally
- Working knowledge of SharePoint features to include use and design of workflows and libraries
- Demonstrated organization and time management skills
- Excellent interpersonal, analytical, organizational, written and verbal communication skills.
- Strong self-starter balanced with desire to achieve team goals.
- Demonstrated ability to handle multiple priorities
- Proven track record of using sound judgment in decision making and problem solving
- Previous experience interacting and communicating with Senior Leaders
- 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
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Senior Specialist, Credit Complaints - North Carolina, United States - Synchrony
Description
Job Description:
Role Summary/Purpose:
Review and respond to high-risk, customer complaints/inquiries identified as Escalated by Synchrony Financial 40.3 policy as well as Non-Escalated complaints/inquiries while mitigating reputational risk and protecting the Synchrony Financial brand for all portfolios.
We're proud to offer you choice and flexibility. You have the option to be remote, and work from home, or come into one of our offices. You may be occasionally requested to commute to our nearest office for in person engagement activities such as team meetings, training and culture events.
Essential Responsibilities:
Qualifications/Requirements:
Desired Characteristics
Grade/Level: 07
The hourly rate range for this position is $ $33.50/hr 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 or skill level.
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:
Credit
