Job Details
Job Description:
Role Summary/Purpose:
The Customer Experience Specialist for Commercial will be responsible for coaching both Quality and Performance metrics.
Essential Responsibilities:
* Perform root cause analysis on all Commercial Account Management Quality functions to include VOC results, Call Quality, and Process Audits. Identify and recommend process improvements to customer interaction effectiveness.
* Coach, Create, facilitate knowledge or training refreshers for commercial associates, setting performance-based action plans as necessary.
* Work with Global Sites servicing Commercial clients to identify and implement improvements to call quality.
* Serve as a resource to the quality department, partnering to foster a consistent dialogue.
* Interface effectively across teams and functions in the commercial portfolio.
* Coach/Create content/Deliver training refreshers for front-line dispute associates.
* Evaluate technical skills of associates, their understanding and/or use of the commercial procedural job aids.
* Conduct audits, side by side coaching, review of past evaluations to uncover trends and provide developmental feedback. Set action plans where necessary.
* Serve as a quality and performance resource to the department.
* Support the department with analysis of Quality program effectiveness; may include assisting with Surveillance reviews and/or Audits.
* Utilize call recording and evaluation systems for coaching and monitoring.
* Calibrate call scoring at regular intervals with other feedback providers i.e. Quality.
* Identify training opportunities for associates and process gaps in job aids.
* Work on projects as defined by management.
* Validate query criteria for new control reports or remediation populations.
* Performs internal team Quality Control reviews.
* Performs other duties as assigned or required.
Qualifications/Requirements:
* Must currently be in Commercial Prox, minimum 1 year of Commercial Prox Experience
* Ability to work schedule that may vary between 7am - 6pm. This role requires the willingness to work a flexible schedule including overtime and weekends per business needs.
* Not be on active formal or final formal corrective action
* Must be willing to backup Manager on Duty line as needed
Desired Characteristics:
* Strong knowledge of Synchrony Bank policies, procedures, and practices; Strong use and/or familiarity of Commercial procedural job aids, including the Universal Compliance procedure.
* Experience using?Microsoft Office products including Excel, Word, and PowerPoint
* Strong analytic skills, trend analysis a plus
* Self-directed - demonstrated ability to manage responsibilities, prioritize tasks and meet deadlines
* Strong oral and written communication abilities; ability to draft professional responses, desk drop communications, manager huddle notes, performance reminders and webinars for refresh training.
* Excellent interpersonal skills; ability to effectively provide and receive feedback at all levels within the organization
* Excellent organizational and time management skills; ability to meet deadlines in high demand environment; ability to prioritize meeting Associate needs with proven ability to stay focused to achieve desired associate metric results
* Demonstrated creativity, flexibility, and proven ability to motivate Associates
* Experience with performance coaching and/or delivering service training in 1on1 and/or group setting
* Willingness to go the extra mile in moving the needle on Employee performance
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:
Contact Center Operations