Role title: Senior Specialist, Corporate Consumer Relations Company Overview: Synchrony (NYSE: SYF) is a premier consumer financial services company delivering one of the industry's most complete digitally enabled product suites. Our experience, expertise and scale encompass a broad spectrum of industries including digital, health and wellness, retail, telecommunications, home, auto, outdoors, pet and more. We have recently been ranked #5 among India's Best Companies to Work for 2023, #21 under LinkedIn Top Companies in India list, and received Top 25 BFSI recognition from Great Place To Work India. We have been ranked Top 5 among India's Best Workplaces in Diversity, Equity, and Inclusion, and Top 10 among India's Best Workplaces for Women in 2022. We offer 100% Work from Home flexibility for all our Functional employees and provide some of the best-in-class Employee Benefits and Programs catering to work-life balance and overall well-being. In addition to this, we also have Regional Engagement Hubs across India and a co-working space in Bangalore. Organizational Overview: The Senior Specialist within the Enterprise Complaints Organization will have a comprehensive knowledge of Complaints and investigations for timely research on and respond to complex, high-risk, customer complaints and inquiries identified as escalated by the 40.3 bank policy while mitigating reputational risk and protecting the Synchrony brand . This role is within the Complaint Operations Pillar and report to Manager, Corporate Consumer Relations. Role Summary/Purpose: As a Senior Specialist, Corporate Consumer Relations, you will research and respond to complex, high-risk, customer complaints and inquiries identified as escalated by the 40.3 bank policy while mitigating reputational risk and protecting the Synchrony brand. Essential Responsibilities: Research, read, interpret, and respond in writing to complaints / inquires that may be received in print, email, text message, handwritten images and/or scanned format. Act as a customer liaison and interface with process owners to bring resolution. Work directly with key federal and state regulatory agencies and the Better Business Bureau offices to bring resolution. Provide continuous customer service support to ensure one call resolution while maximizing retention opportunities and increasing customer loyalty. Analyze complaint trends and identify patterns to determine root cause and recommend opportunities. Complete all necessary documentation and tracking for the job function. Answer and complete telephone inquiries from customers and clients. Understand and adhere to compliance requirements in performing all job functions. Perform other duties and responsibilities for Complaint Operations with includes Specialty Services phone support, CCRP support & Specialty Complaints. Qualifications/Requirements: Minimum 1 year of 'Customer Facing Voice' experience working in Operations, Collections/Recovery, Risk and/or Fraud within Synchrony. Expertise in consumer protection laws, regulations, and regulatory guidance. Proficient with Microsoft Office products, specifically excel (pivot tables and formulas, work and power-point). Expertise on all Compliance Laws applicable in the Credit Card Industry. Desired Characteristics : Strong interpersonal skills and ability to interface effectively with team members, all levels of management, customers and external vendors. Experience with Complaints, Collections, or Recovery Meet/Exceed All performance Metrics as applicable. (Call Quality Metrics includes QCAL, High Risk & Medium Risk Compliance with minimum history of compliance defects) Highly motivated with ability to handle a high workload in a fast-paced and challenging environment. Demonstrated outstanding written and oral communication skills at all levels of the organization. Attention to detail and follow up skills. Proven ability to de-escalate frustrated customers Ability to leverage multiple systems tools to problem solve Ability to complete multiple tasks simultaneously Eligibility Criteria: Education qualification- 10+2 or Bachelors degree or in lieu of a degree 2+years of experience Work Timings - Should be flexible to work in rotational night shifts including weekend coverage. (Ability to work Monday to Friday 8.00 AM EST - 8.00 PM EST. These schedules are subject to change based on business needs, Employee should be flexible to work in rotational night shifts including Saturday & Sunday) For Internal Applicants: Understand the criteria or mandatory skills required for the role, before applying Inform your manager and HRM before applying for any role on Workday Ensure that your professional profile is updated (fields such as education, prior experience, other skills) and it is mandatory to upload your updated resume (Word or PDF format) Must not be any corrective action plan (First Formal/Final Formal, PIP) L4 to L7 Employees who have completed 12 months in the organization and 12 months in current role and level are only eligible Level 4+ are eligible to apply. Customer Service Operations Salary Range: 548,600.00 - 848,600.00
