Senior Specialist, Specialty Complaints

JOB_POSTING

Job Description
Role Title: Senior Specialist, Specialty Complaints (L07)
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 #2 among India's Best Companies to Work for by Great Place to Work. We were among the Top 50 India's 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.
• 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 role.

Organizational Overview
The Senior Specialist within the Enterprise Complaints Organization will have a comprehensive knowledge base of Complaints 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 Specialty Complaints Group.

Role Summary/Purpose
The Complaints Specialist is responsible for review of complaints and other monitoring and administrative activities of Synchrony Financial to ensure compliance with applicable related laws, regulations, and ensure prompt remediation of any identified defects.

Essential Responsibilities

• Maintain a proficient knowledge of all regulations and their impact on operations and services.
• Review and analyze complaints for compliance risks and customer experience improvement opportunities.
• Track complaints to identify trends and overall business implications.
• Work with business units to ensure prompt and effective remediation of identified deficiencies.
• Review speech analytics data for potential risks.
• Track and assist in coordination of action items identified through regulatory exams, compliance testing reviews, surveillance reviews, and internal audits.
• Participate in projects and initiatives which promote efficiencies and/or stronger complaint and customer experience.
• Perform other duties and responsibilities for Complaint Operations, with includes Specialty Services phone support and CCRP support.

Qualifications/Requirements

• 10+2 or Graduate in any discipline with minimum 18 months of 'Customer Facing Voice' experience within Synchrony working in Operations, Collections/Recovery, Risk and/or Fraud with 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 working knowledge of Workstation, Verint, and FDR systems.
• Advanced experience in consumer banking/finance, with experience in consumer protection laws, regulations, and regulatory guidance preferred.
• Ability to execute and manage multiple projects concurrently.
• Excellent written and oral communication and  collaboration skills.
• Ability to analyze information/data, prepare reports for leadership team, and recommend remediation as identified.
• Experience in complaint resolution management and/or Fair Lending compliance.
• Ability to work independently.
• Team player in fast-paced, high-energy environment.

Eligibility Criteria
10+2 or Graduate in any discipline with minimum 18 months of 'Customer Facing Voice' experience within Synchrony working in Operations, Collections/Recovery, Risk and/or Fraud with Expertise in consumer protection laws, regulations, and regulatory guidance.

Work Timings
Should be flexible to work in rotational night shifts including weekend coverage. (Ability to work Monday through Sunday 7.00 AM EST 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

Grade/Level: 07
Job Family Group
Customer Service Operations