Job Description:

Role Summary/Purpose:

The Specialty Services CARES Group Leader will be a member of the Complaint Operations Leadership team. The Specialty Services Group is a servicing team within the Enterprise Complaints and Customer Experience organization that services more complicated call types, repeat callers, or calls from customers with an Escalated Complaint. This leader will be responsible for leading and managing the Specialty Services Group CARES specialist. This leader will be responsible for process adherence to the Complaint Handling procedure and Billing Dispute procedure, managing core performance metrics, driving employee engagement, reducing the friction points of the process for the customer, and proposing process solutions. You will implement innovative solutions that reduce overall issues, defects, and gaps while improving overall productivity and efficiency and drive a positive customer and employee experience.

Essential Responsibilities:

• Lead and manage the daily operations of the CARES team, ensuring high levels of productivity, quality, and customer service.

• Set clear performance expectations, provide coaching and feedback, and foster a culture of continuous improvement and innovation.

• Promote a customer-first mindset, ensuring compliance with regulatory standards and delivering outstanding service for complex processes.

• Use data and insights to track team progress, identify opportunities for improvement, and drive performance for CARES and SSG Core

• Partner with cross-functional teams, including, Digital First and Consumer Solutions, to enhance the dispute resolution process and improve customer experiences.

• Collaboration with Training and Development to create and implement specialize learning for SSG Core, based upon SSG CARES identified opportunities to enhance the customer experience.

• Collaborate with leadership and peers on special projects, process optimization, and customer experience initiatives.

• Handle regulatory and complaint-related inquiries, identifying root causes and implementing corrective actions.

• Identify ongoing opportunities to improve complex CARES and Operations processes and drive down escalated complaints while ensuring key data analysis and insights.

• Cross-functional partnership with process owners and 2LOD to identify opportunities to improve the customer experience in special call inquiry types.

• Instill high expectations of compliance, quality, and customer experience

• Perform other duties and/or special projects as assigned.

Qualifications/Requirements:

• 2+ years of experience in an Operations role

• 2+ years of Leadership or Management experience

• Proven track record of identifying process gaps and initiating process improvements

• Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook, Teams) and ability to collaborate using these tools.

• Strong multitasking skills with the ability to manage multiple projects simultaneously.

• Flexible to work between Monday to Saturday between 8:00am-10:00pm (as needed).

Desired Characteristics:

• Bachelor's degree or 4+ years of related business experience.

• Bilingual in English and Spanish preferred

• Strong Call Center Operations experience

• Experience in handling Complaints and Disputes processes

• Strong problem-solving skills, with a focus on meeting tight deadlines.

• Highly organized self-starter, able to work independently and in team settings.

• Experience in leading teams through change

• Excellent communication skills, comfortable engaging with all levels of the organization.

• Deep understanding of compliance regulations, with experience in managing regulatory requirements.

• Passion for learning, with a growth-oriented mindset and the ability to anticipate and drive change.

• Strong relationship-building, financial management, analytical, and leadership skills.

Grade/Level: 09

The salary range for this position is 60,000.00 - 112,000.00 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, skill level or knowledge.

Salaries are adjusted according to market in CA, NY Metro and Seattle.

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).

Legal authorization to work in the U.S. is required. We will not sponsor individuals for employment visas, now or in the future, for this job opening. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Our Commitment:

When you join us, you'll be part of a diverse, inclusive culture where your skills, experience, and voice are not only heard-but valued. We celebrate the differences in all of us and believe that our individual, unique perspectives is what makes Synchrony truly a great place to work. Together, we're building a future where we can all belong, connect and turn ideals into action. Through the power of our 8 Diversity Networks+ (https://www.synchronycareers.com/our-culture/#diversity) , with more than 60% of our workforce engaged, you'll find community to connect with an opportunity to go beyond your passions.

This starts when you choose to apply for a role at Synchrony. We ensure all qualified applicants will receive consideration for employment without regard to age, race, color, religion, gender, sexual orientation, gender identity, national origin, disability, or veteran status.

Reasonable Accommodation Notice:

• Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.

• If you need special accommodations, please call our Career Support Line so that we can discuss your specific situation. We can be reached at 1-866-301-5627. Representatives are available from 8am - 5pm Monday to Friday, Central Standard Time

Job Family Group:

Customer Service Operations