Representative, Collections (L04)

Role Title: Representative, Collections (L04)

Company Overview:

Synchrony (NYSE: SYF) is a leading consumer financing company that has been at the heart of American commerce and opportunity for nearly a century. Synchrony delivers credit and banking products that empower tens of millions of consumers to improve their financial lives and access what matters most. Leveraging innovative solutions that are shaping the future of retail commerce, Synchrony supports the growth and success of some of the nation’s most respected brands, alongside hundreds of thousands of small and midsize businesses, including health and wellness providers. Committed to excellence in service and culture, Synchrony is proud to be named as #3 as a Great Place to Work® in India and is honored to be ranked the #1 Best Company to Work For® in the U.S. by Fortune magazine and Great Place to Work®. For more information, visit www.synchrony.com.

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.

Role Summary/Purpose: A Pre‑Charge Off Collector manages outbound and inbound calls to engage customers with delinquent accounts, understand the reason for non‑payment, and negotiate appropriate repayment solutions. The role focuses on resolving past‑due balances before charge‑off by setting up payment arrangements, documenting interactions accurately, and following all regulatory, compliance, and customer experience guidelines. 

Key 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.

Required skills & Knowledge

• 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 skills & Knowledge

• 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

Eligibility Criteria:

• Qualification—Undergraduates/Graduates
• Experience: Fresher or upto 5 years' experience

Work Timings:

Rotational night shifts

Grade/Level: 04

Job Family Group: