Job Details
Job Description:
Role Summary/Purpose:
Provide an outstanding customer service experience for both internal and external customers by handling escalations from customers and coaching internal employees on the best way to manage difficult calls.
Essential Responsibilities:
* Provide one call resolution on escalated calls transferred from customer service associates.
* Ability to answer associates questions - act as a help desk in many instances.
* Provide floor telephone coverage for all departmental hours of operation and be responsible for credit decisions that are outside system recommendations
* Support customer service representatives in multi-client environment by handling escalated credit calls and building/maintaining relationships with stores and customers
* Track call volume and reasons to communicate training needs to appropriate parties
* Assist with training and coaching of customer service representatives
* Perform other duties and/or special projects as assigned.
Qualifications/Requirements:
* Must meet 6 months' time in position requirement, or 9 months if a new hire
* Ability to work a schedule that may vary between 8am - 10pm Monday thru Friday including one weekend day and holidays
* Work experience with MS Office including Outlook, Word, PowerPoint and Excel.
* Strong oral communication abilities
* Have at least a "satisfactory" performance rating
* Not be on active formal or final formal corrective action
Desired Characteristics:
* Working knowledge of Workstation, FDR, Content Navigator, I2R and e-Pay tool are a plus
* Strong oral communication abilities
* Ability to learn and adapt to a fast-paced environment
* Attention to detail required
* 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
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