Senior Specialist, Corporate Consumer Relations

Summary/Purpose: As a Senior Specialist, Corporate Consumer Relations, you will research and respond to complex, high-risk, customer complaints and inquiries identified as escalated by the 40.3 bank policy while mitigating reputational risk and protecting the Synchrony brand.

Research, read, interpret, and respond in writing to complaints / inquires that may be received in print, email, text message, handwritten images and/or scanned format. Act as a customer liaison and interface with process owners to bring resolution. Work directly with key federal and state regulatory agencies and the Better Business Bureau offices to bring resolution.  Provide continuous customer service support to ensure one call resolution while maximizing retention opportunities and increasing customer loyalty. Analyze complaint trends and identify patterns to determine root cause and recommend opportunities. Complete all necessary documentation and tracking for the job function. Answer and complete telephone inquiries from customers and clients. Understand and adhere to compliance requirements in performing all job functions. Perform other duties and/or special projects as assigned Qualifications/Requirements: Minimum 12 months experience Synchrony Call Center Customer Service or Blend role.  Knowledge of Synchrony policies and procedures.  Ability to work within current hours of operation: Mon-Fri 8am-8pm ET, Sat 10am-7pm ET. These hours are subject to change based on business need.  Must not be on any active formal or final formal corrective action.  Desired Characteristics: Customer Service, Collections, Backoffice Experience (Fraud, Disputes, Recovery etc.) Ideal background of Complaints Operations experience (SSG, SCT, etc.) Solid work ethic and effective interpersonal skills. Strong analytical skills. 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 through verbal and written communications in a fast-paced environment. Grade/Level: 07                                        The hourly rate range for this position is $25.50 - $35.00/hr USD Annual and is eligible for an annual bonus based on individual and company performance. Actual compensation offered within the posted salary range will be based upon work experience or skill level. #syfcon Our Way of Working : We’re proud to offer you flexibility. At Synchrony, our way of working allows you to have the option to work from home near one of our Hubs or come into one of our offices. You will be required to commute to your nearest Hub (either virtual or physical) for in-person engagement activities such as regular business or team meetings, training and culture events.    *Field Sales and some Commercial team roles may have varied location requirements based upon partner obligations or preferences. Eligibility Requirements: You must be 18 years or older You must have a high school diploma or equivalent You must be willing to take a drug test, submit to a background investigation and submit fingerprints as part of the onboarding process You must be able to satisfy the requirements of Section 19 of the Federal Deposit Insurance Act. New hires (Level 4-7) must have 9 months of continuous service with the company before they are eligible to post on other roles.  Once this new hire time in position requirement is met, the associate will have a minimum 6 months’ time in position before they can post for future non-exempt roles.  Employees, level 8 or greater, must have at least 18 months’ time in position before they can post.  All internal employees must consistently meet performance expectations and have approval from your manager to post (or the approval of your manager and HR if you don’t meet the time in position or performance expectations).