Senior Specialist, Bilingual Recovery and Integration - Synchrony Financial : Job Details

Job Description:

Role Summary/Purpose:

The Special Customer Processes, Contact Center Team Lead will assist peers and managers by providing team leadership support with achieving daily goals, assisting with escalated inquiries, job aid and documentation recommendations, process improvement and researching customer issues. This role will also be responsible for conducting huddles, providing coaching to Special Customer Process associates on metrics defined by the business, process refreshers, quality evaluations, reports and assigned ad-hoc responsibilities.

Essential Responsibilities:

* Create and publish daily, weekly, and monthly quality and surveillance reports for Special Customer Contact Center.

* Identify call quality defect trends and recommend process improvements and/or training needs.

* Motivate and coach peers to deliver excellent quality service.

* Conduct side by sides and have a performance plan for the focus group. Share the data with leadership.

* Provide individual coaching and feedback for the non-proficient employees.

* Calibrate with the Special Customer Processes stakeholders for process clarification or updates.

* Partner with the training team to customize and revise training content based on findings.

* Conduct refreshers and team huddles.

* Assist in the development and delivery of training (new hire/upskill) as needed.

* Assist in the development, and execution of performance driven contests and other activities.

* Participate in QCAL Calibration(s), Process Excellence and Control Call evaluations.

* Support and maintain an environment of partnership with our internal and external customers

* Complete special projects and duties as assigned

* Assist with escalated calls/issues

* Perform other duties and/or special projects as assigned

Qualifications/Requirements:

* Candidate must be BILINGUAL in English and Spanish

* 2 years of experience working in a Customer Service, Collections/Recovery or Financial Services industry

* Minimum of 18 months at Synchrony

* Must have Customer Service/Collection application knowledge (FD, Vision Plus, RMSNG etc.)

* Proficient in Microsoft Excel - ability to manipulate excel spreadsheets with medium to large data sets

* Ensure that your Professional Profile is updated, and upload updated resume (Word or PDF format).

* Last annual performance rating should at least be Strong Contributor.

Desired Characteristics:

* Strong written and oral communication and interpersonal skills.

* Demonstrated self-starter and team player.

* Ability to analyze data and offer effective solutions.

* Ability to handle and prioritize multiple tasks.

* Excellent organizational and time management skills; ability to meet deadlines in high demand. environment with minimal supervision.

* Demonstrated creativity, flexibility, and proven ability to motivate.

Grade/Level: 07

The hourly rate range for this position is $23.50 - $33.00/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.

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+, 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 race, color, religion, sex, 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-###-####. Representatives are available from 8am - 5pm Monday to Friday, Central Standard Time

Job Family Group:

Collections