Job Description

Role Title: Senior Specialist, External Inquiries (L07)Company Overview: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 #5 among India\'s Best Companies to Work for 2023, #21 under LinkedIn Top Companies in India list, and received Top 25 BFSI recognition from Great Place To Work India. We have been ranked Top 5 among India\'s Best Workplaces in Diversity, Equity, and Inclusion, and Top 10 among India\'s Best Workplaces for Women in 2022.We offer 100% Work from Home flexibility for all our Functional employees and provide some of the best-in-class Employee Benefits and Programs catering to work-life balance and overall well-being. In addition to this, we also have Regional Engagement Hubs across India and a co-working space in Bangalore.Organizational Overview:Customer Solutions team in Synchrony India responds to inquiries/requests from credit card customers of Synchrony US or from credit bureaus for the customers. Such inquiries/requests can be received through phone, emails, e-chats or written mail. The team handles inquiries/requests which cannot be addressed at intake based on the defined process. This team further reviews the inquiry/request, conducts research and responds accordingly to the customers. The types of inquiries/requests are further broken down into L2 processes depending on the kind of request - Customer Care and Info Reporting, Disputes, Monetary and External Inquiries.Role Summary/Purpose:The role of the L7 Senior Specialist, External Inquiries will be to increase compliance and governance across various processes within External Inquiries (EI). Project manager of key controls, including Root Cause Analysis, monthly reasonable investigation, analysis of defect trends identified by Quality and Surveillance teams, and more. This role will be critical in ensuring the External Inquiries function is effectively meeting regulatory and compliance requirements for credit bureau, ECOA, and other EI processes. Control oversight and Issue Management will be key responsibilities. The Specialist will be asked to recommend process improvement and training needs across the team. The goal is to drive process improvement, productivity and improve associate metrics and ensure regulatory requirements are met.Essential Responsibilities:Key Controls Oversight, reporting and Action PlanningSide by Sides with the agents to identify Process ImprovementsManage Issues / Actions across aligned processesDevelop & Communicate Action Plans as needed to close issues and projectsPartner with cross-functional teams to ensure preparedness for all Risk Testing, Audit and/or Regulatory ReviewsManage sample testing for Monthly Root Cause AnalysisDocument Procedural changes and ensure process trainingWork with process experts in creating New Process Job Aids for aligned ProcessesCoordinate and Lead efforts on Process Automation wherever requiredPartner with the training team to customize and revise training content based on findings/ defect trendsWork on any additional tasks as assignedRequired Skills/Knowledge:Minimum graduate or 10+2 in any disciplineMinimum 2 years of Credit Bureau experience within SynchronyExcellent Written and Verbal communication skillsDesired Skills/Knowledge:Good analytical and problem-solving skillsExcellent Written and Verbal communication skillsGood Excel and Power Point Presentation skillsCall Center Management experience along with Customer solutions is an added advantageStrong interpersonal and oral/written communication skillsAbility to manage multiple projects simultaneously with minimal supervisionExperience with Microsoft Suite including: Word, Excel, PowerPoint, and Outlook or comparable software application.Eligibility Criteria:Minimum graduate or 10+2 in any discipline as educational qualificationWork Timings: 1pm to 10pm IST (Should be flexible to work in night and rotational shifts\xe2\x80\x8b)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+ 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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