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:
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
