Job Description

Role Title: Senior Specialist, Customer Experience - Complaints Operations (L07)Company Overview:COMPANY OVERVIEW: Synchrony (NYSE: SYF) is a premier consumer financial services company delivering one of the industrys 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 Indias Best Companies to Work for by Great Place to Work. We were among the Top 50 Indias 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 ~51% 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 comprehensiveknowledge of all the Complaints Operations verticals and will support - Specialty Services, Consumer Complaint Resolution Process, Corporate Consumer Relations (Indexing & Social Media) & Specialty Complaints. This role is within the Complaints Operations pillar and report to Complaints Operations Leader.Role Summary/Purpose:The Complaints Customer Experience Specialist will have responsibilities of coaching, developing/maintaining training content, oversight of the Complaints Closed loop process, reporting, and trends. This role will also ensure high standards are maintained and documented across all processes and controls throughout Complaint Operations including documentation, reporting, and conducting audits.Essential Responsibilities:

• Conduct New Hire and Refresher/Upskill training for all Complaint Operations back office processes.

• Daily, weekly, and monthly reports for Complaint Operations around defect trends, training completions, and agent metrics.

• Design training curriculum based on Business requirements, trends, and defects.

• Help monitor and maintain metrics for Complaint Operations and ensure Personal Best reporting is accurate on a daily, weekly, and monthly basis.

• Motivating & coaching a team to deliver excellent service quality.

• Conduct Regular Audits for every process to bridge any process gaps, ensure job aids are current, training material is kept up to date, and change controls are inputted into job aids and training plans.

• Daily oversight of the Complaints Closed loop process to ensure coaching SLAs are met, accurate reporting, and trends are captured.

• Responsible for documenting working papers at the end of the month for reviews. Ensuring all the audits are completed along with the Closed loop feedback.

• Buddy up with the specialists to simplify the process and clarify any process-related questions they might have. Track questions to create FAQ and fast facts reference guides.

• Assist new hires with bridge period to conduct quality reviews of cases before they can be assigned net new work.

• Calibrate with the stakeholders for process clarification or updates.

• Preparation for the Surveillance Process calls to ensure all closed loops that are pending are complete, actioning defects that are called out by surveillance to ensure defect rate is driven down.

• Provide individual coaching and feedback for the focus group team

• Customize and revise training content based on process updates and client requirement

• Send out process updates and conduct ad hoc huddles as required.

• Floor walk - All the supporting processes

• Responsible for working a certain number of cases on a monthly basis to ensure subject matter expert and close to the process.

• Involved in all system release UAT testing and post-production testing to ensure training content can be created for upskilling.

• Other duties as assigned, including back-office casework, Phone support and any ad hoc request for auditing different processes.

Qualifications/Requirements:10+2 or Graduate in any disciplineMinimum 1 year of Customer Facing Voice experience working in Operations, Collections/Recovery, Risk and/or Fraud within Synchrony.Outstanding written and oral communication skills.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:

• Solid work ethic and effective interpersonal skills.

• Strong analytical skills.

• Disputes or Complaints Experience

• Demonstrated ability to handle confidential material.

• Experience in Microsoft Office programs.

• Multi-tasking skills with strong attention to detail.

• Ability to effectively communicate with peers and management in a fast-paced environment through verbal and

written communication.

• 1+ years of training, reporting experience.

• Proven ability to work independently through complex problems and solutions

• Demonstrated clear and concise communication skills, both written and verbal.

Eligibility Criteria:Education qualification- 10+2 or Graduate in any discipline.Work Timings - Should be flexible to work in rotational night shifts including weekend coverage. (Ability to work Monday to Sunday 7.00 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

Synchrony