Job Details
Job Description:
Role Summary/Purpose:
The Specialist , Customer and Representative Escalated Support is responsible for servicing incoming calls from front line associates and cardholders, encompassing various inquiries and requests on accounts. You will also handle escalated customer service calls, problem solve, and provide an outstanding customer service experience for both internal and external customers
You may be occasionally requested to commute to our nearest office for in person engagement activities such as team meetings, training and culture events.
Essential Responsibilities:
* Support customer service representatives in multi-client environment by handling escalated calls and building/maintaining relationships with customers
* Track call volume and reasons to communicate training needs to appropriate parties
* Manage timely and quality resolution of escalated customer/client inquiries via phone and written correspondence.
* Ensure appropriate and excellent resolution of questions front line associates may have when on a call.
* Work with internal and external customers to support business objectives to mitigate losses and drive positive customer and client experience.
* Support multiple sites to ensure customer centricity.
* Provide floor telephone coverage for required departmental hours of operation for CARES.
* Assist with training initiatives and focus on coaching of customer service representatives.
* Perform other duties and/or special projects as assigned.
Qualifications/Requirements:
* Must have experience servicing PayPal & eBay calls.
* A least 6 months of customer service or collections experience.
* Ability to work a flexible schedule which includes weekends and holidays.
Desired Characteristics:
* Working knowledge of Workstation, FDR, AFP OnDemand, I2R, Moxie and e-Pay tool are a plus
* Strong oral and written communication abilities
* Ability to multitask, prioritize, learn and adapt in a fast pace environment.
* Attention to detail
* Demonstrated self-starter as well as a team player
* Demonstrated high level of integrity
* Ability to process information, analyze data and offer effective solutions
* Demonstrated ability to handle and prioritize multiple tasks
* Proven history of strong interpersonal skills
* Work experience with MS Office including Outlook, Word, PowerPoint and Excel.
Grade/Level: 06
The hourly rate range for this position is $23.00 - $31.00/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, skill level or knowledge.
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:
Customer Service Operations