Senior Specialist, Corporate Consumer Relations (L07)

Job ID: 2504248

Job Description:

Role Title: Senior Specialist, Corporate Consumer Relations (L07)

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 #2 among India’s Best Companies to Work for by Great Place to Work. We were among the Top 50 India’s Best Workplaces in Building a Culture of Innovation by All by GPTW and Top 25 among Best Workplaces in BFSI by GPTW. We have also been recognized by Ambition Box Employee Choice Awards among the Top 20 Mid-Sized Companies, ranked #3 among Top Rated Companies for Women, and Top-Rated Financial Services Companies.

• We offer Flexibility and Choice for all employees and provide best-in-class employee benefits and programs that cater to work-life integration and overall well-being.

• We provide career advancement and upskilling opportunities, focusing on Advancing Diverse Talent to take up leadership roles.  

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.

Key Responsibilities:

• Research, read, interpret, and respond in writing to complaints / inquiries 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 Service Experience working in Operations, Collections/Recovery, Risk and/or Fraud within or outside 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, Disputes, Fraud, Promotions, 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:

• Minimum 1 year of Customer Service Experience working in Operations, Collections/Recovery, Risk and/or Fraud within or outside Synchrony

Work Timings –

Should be flexible to work in rotational night shifts including weekend coverage. (Ability to work between Monday through Sunday  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, LPP)

• L4 to L7 Employees who have completed 12 months in the organization and 12 months in current role and level are only eligible.

• L04+ Employees can apply

Grade/Level: 07

Job Family Group:

Customer Service Operations