▷ 3 Days Left: Senior Specialist, Complaints Ccrp

Role Title Senior Specialist Complaints CCRP L07 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 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 CCRP 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