Job Description:

Role Summary/Purpose:

This role is responsible for proving risk oversight and guidance to business partners as it relates to Synchrony’s complaint intake, investigation and response process. This role works closely with business partners and other members of Risk to ensure business processes and initiatives comply with applicable consumer laws and regulations and operational risk guidelines. This role is responsible for helping monitor complaint key risk indicators and assisting with the execution of both targeted (scheduled) and triggered reviews of consumer complaints. These reviews include conducting root cause analysis of KRI breaches and of individual complaints, analyzing findings and reporting on results.

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:

• Work with the business to ensure complete understanding of compliance requirements as they relate to business processes

• Focus on identifying, analyzing and resolving compliance issues associated with customer complaints

• Assist with targeted compliance reviews and continuous monitoring activities

• Support business partners by providing expert advice and influencing changes to processes, procedures, and controls to mitigate compliance risk

• Assist with performing annual risk assessments, assessing inherent risk and control effectiveness of assigned L3 processes

• Support effective identification and management of compliance risks, providing guidance on remediation and mitigation plans

• Help the business embed effective tools, systems and controls for analyzing and monitoring regulatory risks; be an expert on appropriate controls and documentation of compliance management

• Establish effective relationships with all functional areas

• Ensure significant risks are promptly escalated to the appropriate level

• Perform other duties and/or special projects as assigned

Qualifications/Requirements:

• Bachelor’s degree or in lieu of degree, 7 years of financial services and/or governance experience

• 3 years of Compliance, Risk, or Audit experience in the financial services industry

Desired Characteristics:

• Participation in/graduation from Synchrony's (BLP) Business Leadership Program

• Strong written and verbal interpersonal communication skills

• Ability to influence and work across a matrixed organization

• Demonstrated strategic and process skills with proven ability to execute

• Team player in fast-paced, high-energy environment

• Demonstrated curiosity and ability to effectively challenge status quo to influence change

• Experience with root cause identification of complex problems

• Goal oriented, self-motivated

• Working knowledge of business systems (FD, DM10, Content Navigator, etc), data, & processes

• Good comprehension of relevant legislation, regulations and policies

• Familiar with CFPB, OCC, and other regulatory agencies, rules, and regulations

Grade/Level: 10

The salary range for this position is 75,000.00 - 130,000.00 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:

• 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.

• New 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).

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:

• 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 1-866-301-5627. Representatives are available from 8am – 5pm Monday to Friday, Central Standard Time

Job Family Group: