Job Description

Role Title: Senior Specialist, Complaints CCRP(L07)Company Overview:Synchrony (NYSE: SYF) is a premier consumer financial services company delivering one of the industryxe2x80x99s 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 Indiaxe2x80x99s Best Companies to Work for by Great Place to Work. We were among the Top 50 Indiaxe2x80x99s 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.Synchrony celebrates ~52% women diversity, 105+ people with disabilities, and ~50 veterans and veteran family members.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 base of collections and investigations for timely research on escalated and non-escalated, Enterprise or Third-Party complaints provided through various channels. This role is within the Complaint Operations pillar and within the Customer Complaint Resolution Process (xe2x80x9cCCRPxe2x80x9d).Role Summary/Purpose:The Senior Specialist, Complaints CCRP( Customer Compliant Resolution Process), will provide insights and resolution and direct responses to complaints and requests for governance, risk and regulatory affairs. Successful candidates must adapt to frequent changes in a fast-paced environment. The essential duties for this position are very valuable to the overall handling of all customer experience claims.Essential Responsibilities:Engage in communications with third party suppliers (i.e., Agency, Attorneys, and Buyers) to investigate and resolve complaints.Assist with the intake, investigation and resolution of non-escalated complaints.Work with business leaders to research issues and regulatory complaints while identifying root causes.Investigate and partnership with process owners in order to troubleshoot complaints related to known and potential defects within Collection and Recovery processes.Assist business process owners with implementing and monitoring defect/error resolution plans.Escalate regulatory complaints timely and accurately based on set parameters within the case management system, ACM.Provide unbiased communications of identified errors to upstream business managers while maintaining complete confidentiality.Maintain Critical to Compliance (CTC) measures for assigned dutiesWork with peers, sharing ideas and facilitating an exchange of best practices to ensure consistency among the group.Engage others in a manner that creates a mutual trust environment, teamwork, ownership and involvement.Partner with compliance and surveillance to maintain and develop key controls for the Customer Complaint Resolution Process.Communicate results, issues, risks, opportunities and trends effectively in a timely manner to manager/ leadership.Assist with process documentation such as job aids and ensure they are kept up to date.Perform other duties and/or special projects as assignedQualifications/Requirements:Minimum 1 year working experience with Specialty Services, Customer solutions, Collections, Recovery and Customer Service.Expertise in Workstation & FDR.Proficient with Microsoft Office products, specifically excel (pivot tables and formulas, work and power-point).Desired Characteristics:Strong interpersonal skills and ability to interface effectively with team members, all levels of management, customers and external vendors.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 customersAbility to leverage multiple systems tools to problem solveAbility to complete multiple tasks simultaneously.Eligibility Criteria:Education qualification- 10+2 or Graduate in any discipline with minimum 1 year working experience with Specialty Services, Customer solutions, Collections, Recovery and Customer Service.Work Timings - Should be flexible to work in rotational night shifts including weekend coverage. (Ability to work Monday through Sunday 8.00 AM EST - 10.00 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 applyingInform your manager and HRM before applying for any role on WorkdayEnsure 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.L04+ Employees can applyGrade/Level: 07Job Family Group: Customer Service Operations

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