Representative, Collections (L04)

Role Title :        

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 AmbitionBox 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 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 for all to take up leadership
roles.

Organizational overview:

Collections Operations teams handles delinquent accounts of Synchrony customers through both Inbound & Outbound calls & is divided into Subgroups of Skip, eChat & 360. The 360 & Skip groups service delinquent accounts via calls & the echat group services only Inbound chats of delinquent accounts.

As a Collections 360 representative you will be responsible is to assist Synchrony Bank customers via the calls (Inbound & Outbound) and negotiate payment arrangements to Collect on past due accounts.

Essential Responsibilities:

• Determine the reason for delinquency and negotiate payment arrangements by effectively listening and communicating with past due borrowers
• Assist customers with various methods of payment
• Maintain compliance to Collections Standards and Collections Operating Procedure.
• Determine when account maintenance is warranted and make appropriate entries and account documentation
• Utilize FDR on-line system and workstation application to perform daily functions
• Work manual queue collections as necessary
• Adhere to established standards for productivity and quality
• Adhere to established Compliance guidelines, including completion of all required Compliance training successfully and on-time
• Adhere to company policies
• Overtime hours as needed
• Perform other related Collection duties and responsibilities that may be assigned.

Qualifications/Requirements:

• Qualification—Undergraduates/Graduates
• Experience: Fresher or upto 5 years experience
• Excellent English Communications Skills
• Passion for Collections through Customer service
• Prior Collections/Customer Service experience is good to have
• Unyielding Integrity
• Ability to work in a challenging environment
• Flexibility to work in US shifts (Willing to work in 24/7 work environment)
• Flexibility to work during Indian and US holidays.
• Knowledge of basic computer skills

Desired Characteristics:

• Superior time management skills and ability to meet standards (productivity and quality) in high demand environment
• Demonstrated superior customer service skills and commitment to quality excellence
• Strong organizational skills and ability to manage multiple tasks
• Absolute professional integrity
• Outstanding verbal and written communication skills
• Demonstrated ability to effectively negotiate and manage through conflict
• Excellent interpersonal skills
• Demonstrated ability to receive constructive feedback
• Collections experience preferred, previous call center experience preferred
• Strong PC skills: Microsoft office suite

Grade/Level: 04

Job Family Group: