Full Time | Education & Training Services3 Weeks Ago
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synchrony is Hiring a Senior Specialist, Credit Complaints Near Charlotte, NC
E2401170 Job DescriptionRole 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
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
Qualifications/Requirements
Bachelor’s degree and 1 year of experience in Financial Services or in lieu of degree, 3 years Financial Services experience
Experience with Microsoft Office, Advanced Case Manager (ACM), Tableau, Vision Plus, RMS NG, GECOM, Atlas and Surveyor System
Desired Characteristics
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
Grade/Level: 07The hourly rate range for this position is $24.00 - $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
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 CommitmentWhen 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