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AVP, Complaint Operations Response Leader

Posted: December 4, 2023 Expired: March 2, 2024
Synchrony
Lead
FULL TIME
High School 3 Year
Job Description:

Role Summary/Purpose:

The AVP Complaint Operations - Response Leader will be a member of the Complaint Operations Leadership team. They will use their expertise to manage escalated and non-escalated Complaint Responses, ensuring exceptional customer experience by maintaining CTC and SLA adherence. The leader will be responsible for creating, maintaining, and receiving official approval for procedures, job aids, and phrasing that adhere to the Complaint Handling procedure. This leader will oversee the Presidential Complaints process to ensure timely and adequate responses and proper complaint details provided back to ELT members. This leader will be responsible for oversight of the closed-loop process of complaint responses. To successfully resolve opportunities, the leader will work closely with the Compliance team and partner with the Surveillance and Training organizations.

We’re proud to offer you choice and flexibility. You have the option to be remote and work from home or come into one of our offices. 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:

Lead by example, focusing on Synchrony’s purpose, values & team goals. Ensure strong communication & calibration across complaint leaders and specialists to drive process consistency.

Responsible for the Phrasing matrix leveraged for Complaint responses, creating a process review with legal, compliance, and fair lending to ensure consistent review of phrasing.

Oversight of the closed loop process of complaint responses and creation of a monthly leadership forum to review trends of repeat complaints and how we respond to determine if opportunity or change in strategy with legal and compliance.

Drive specialist performance, productivity & compliance/regulatory adherence of L3 Process.

Engage and collaborate cross-functionally with all business partners to self-identify and resolve process risks, opportunities, gaps & defects. Drive improvements, enhancements, and an overall reduction in defects by managing, preventing, and detective process controls.

Oversight of the closed loop process of complaint responses and creation of a monthly leadership forum to review trends of repeat complaints and how we respond to determine if opportunity or change in strategy with legal and compliance.

Responsibility and oversight of the Presidential Complaints process to ensure timely and adequate internal and external responses.

Conduct regular reviews of internal controls to reduce repeat complaints.

Manage and communicate process risks, improvement opportunities, action plans & ongoing results to leadership within the organization.

Partner with the training organization to create a best-in-class training strategy to set Synchrony apart from our peers in the industry.

Work with Compliance, Regulatory Affairs, Legal, Functional Complaint leaders, Process Owners, Supplier Managers, Training, and Client teams where appropriate.

Ensure all Company policies, Service Level standards, and Critical to Compliance measures are consistently achieved. Drive improvements, enhancements, and an overall reduction in defects by managing and preventative detective controls.

Perform other duties and/or special projects as assigned

Qualifications/Requirement:

Bachelor's degree; in lieu of degree, a minimum of 5+ years of related experience in the financial services industry

3+ years’ experience in leading teams and managing direct reports

Demonstrated strong experience in process documentation, procedures

Experience developing and building strong-performing teams

Ability to work with minimal guidance and effectively manage multiple priorities with little supervision

Demonstrated ability to analyze processes for improvements and recommend appropriate changes through the change management process

Experience in Microsoft office products.

Desired Characteristics:

Strong communication skills demonstrated across all levels of the business, levels AVP+

Experience with Complaints

Experience in workflow documentation tools (Miro, Visio, Whimsical, etc.)

Technical knowledge of our systems, ACM, Workstation, Fiserv (FD), and Recovery Debt Manager.

Proven ability to solve complex problems

Ability to handle multiple projects concurrently and work cross-functionally with other L3 process owners

Highly motivated, self-starter with strong problem-solving skills and an ability to deliver multiple requests against tight deadline requirements

Influence and role model behaviors that will lead to a strong risk environment and culture

Ability to think strategically and drive changes for simplification, alignment, and process controllership

Strong knowledge of compliance rules and regulations

Goal-oriented and objective-driven Creativity and problem-solving skills

Grade/Level: 10

The salary range for this position is 75,000.00 - 130,000.00 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 , 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 1-866-301-5627. Representatives are available from 8am – 5pm Monday to Friday, Central Standard Time

Job Family Group: Customer Service Operations
This job was expired