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VP, Complaint Operations – Response Leader

Synchrony
Seattle
FULL TIME$162,000 - 208,000 / year
High School 3 Year

Although the job is located in Seattle, it is a remote job that provides the flexibility to work from any location in the world. December 4, 2023 is when the VP, Complaint Operations – Response Leader job opportunity was released, and it will be closed on March 2, 2024. To be eligible for this job opening, it is mandatory to have completed High School. This job mandates that you have at least 36 months of experience in the same field. Synchrony has full time roles available for immediate start. The salary for this job, provided that you are the successful candidate, is $162,000 - 208,000 / year.

Job Description:

Role Summary/Purpose:

The VP Complaint Operations - Response Leader will be a part of the Complaint Operations Leadership team . They will utilize their subject matter expertise to manage escalated and non-escalated Complaint Responses. Additionally, this leader will oversee the Synchrony Presidential Complaints process to ensure consistent and special handling. Collaboration and strategizing with various teams will be necessary to enhance our Complaint Response, improve overall NPS, and reduce escalations and escalated and non-escalated complaints. This position will also require leading a team of exempt response managers. Ensuring effective leadership and execution adhering to our Complaint-handling procedure will be critical to achieving the objectives of this role while continuing to deliver our business goals and objectives.

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:

Oversee our complaint responses and ensure the responses fully address the holistic root cause of the customer’s complaint(s).

Remove friction from the process and ensure we track key measurements of success to minimize repeat complaints.

Ensure we resolve complaints within our established SLAs. Drive performance management activities and initiatives.

Analyze escalated complaint responses to determine process improvements to strengthen the training of the Corporate Consumer Response team.

Creation of a monthly leadership forum to review trends of repeat complaints and how we respond to determine if there is an opportunity or change in strategy with legal and compliance.

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

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

Host monthly calibration sessions with attendees, including compliance, complaint operations, process owners, compliance, and other stakeholders, to identify opportunities within our complaint responses.

Oversee our Presidential Complaints process to ensure timely intake of Bank Officer complaints and initial assessments responded to. Reimagine the Presidential Complaints process in how we can elevate and utilize technology to advance our process in this space.

Produce materials for non-escalated complaints and trends of the Corporate Consumer Relations process for Regulatory forums and the Complaint Management Sub-Committee.

Engagement to support the Business Control Group with storyboards and data insights for Regulatory exams for the Corporate Consumer Relations process.

Work with Compliance, Legal, Functional Complaint leaders, Process Owners, Supplier Managers, Training, and Client teams where appropriate for research to elevate our handling of customer complaints.

Enhance our control environment through partnership with the Surveillance team and the Complaint Product Business Control Group.

Perform other duties and/or special projects as assigned

Qualifications/Requirement:

Bachelor's Degree and 7+ years of experience in banking OR in lieu of a bachelor's, equivalent 10+ years of relevant work experience in banking, financial services, fin tech, fraud investigation and/or customer complaints.

3+ years’ experience in leading a high-risk or very-high risk process

Experience in process documentation, procedures

Experience working in close collaboration with the Legal and Compliance teams

Ability to effectively prioritize and work with minimal guidance.

Demonstrated ability to analyze processes and recommend improvements through change management.

Experience in Microsoft Office products.

Desired Characteristics:

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

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

Strong communication skills demonstrated across all levels of the business, including SLT and ELT.

Strong experience in process documentation, procedures

Complaints Experience

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

Proven ability to solve complex problems

Grade/Level: 12

The salary range for this position is 110,000.00 - 185,000.00 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

After reviewing all the requirements of this job listing carefully, it's time to make a decision. Have you done so? The more accurate and complete your job application is, the better your chances are of being selected for an interview. We encourage individuals who have thoroughly evaluated this job posting and feel that they are a good fit to apply.