Manager, Customer Service

Job Description:

Role Summary/Purpose:

The Customer Service Leader is responsible for managing a team of nonexempt Customer Service representatives, providing coaching and development. Full supervisory responsibilities, contributing to the motivation/development of team through professional leadership. Nature of impact is direct impact by ensuring the quality of the task/services/information provided by self and others and area of impact is primarily on own team.

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:

• Directly responsible for meeting/exceeding all of the client contractual requirements, including
• service standards, authorizations, call quality and reporting needs ensuring that high quality
• standards are exceeded.
• Achievement of business objectives of productivity guidelines, expenses, and portfolio control.
• Development of understanding of the client's retail brand, ensuring "one face" to the stores and
• customers, through the delivery of seamless cardholder service.
• Ensure a high level of customer/client satisfaction by establishing and maintaining a positive
• relationship with the clients own customer service team, and field personnel.
• Cultivate an environment of mutual trust, teamwork, ownership, and involvement at all levels.
• Develop and mentor associates to accept greater responsibility within the team and organization,
• ensuring the team reflects and communicates the client's brand image and identity.
• Balance team and service level responsibilities with assigned projects.
• Ensure compliance with Corporate Operating Instructions, Fair Credit Billing Act, Equal Credit
• Opportunity Act and other applicable federal and state regulations.
• Act as a proactive champion: monitor and coach associate performance including productivity,
• quality, and service to sales metrics.
• Professionally interact with customers, vendors, and clients.
• Perform other duties and/or special projects as assigned

Qualifications you'll need to succeed:

• Bachelor's degree in a related business field, or a high school diploma/GED with a minimum of 2 years' experience in a financial services or call center customer service setting
• Leadership experience - at least 6 months proven experience leading a team - be prepared to share with us some specific examples of how you've inspired your team and driven performance
• Flexible - as a leader you will need to be willing to work outside your schedule including weekends and holidays if needed to support your team and drive results
• The Schedule for this role is: Sunday - Thursday 1pm - 10pm EST, f lexibility for days, requires one weekend day evening shift.

Skills you have that will delight us:

• Experience leading a team of 15+ team members - we love passionate leaders and want to hear your stories of leadership successes and learnings.
• Experience of a minimum 2 years in f inancial services and/or call center customer service experience.
• Excellent organization, prioritization, time management skills - tell us your secret for staying on top of things.
• Ability to lead and manage projects to completion, especially managing multiple projects simultaneously - tell us about a project you're most proud.
• Proven track record of using sound judgment, decision making and problem solving - we want to hear about how you make decisions and how you solved a complex problem.
• Ability to work with all levels across the business including senior leaders internally and with customers (or clients) - we are a family at Synchrony and all our voices matter, tell us how you influence others.
• Business acumen - we want to understand how you connect the dots.

Grade/Level: 08

The salary range for this position is 55,000.00 - 104,000.00 USD Annual

Salaries are adjusted according to market in CA, NY Metro and Seattle.

Some positions are bonus eligible.

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 24 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 age, race, color, religion, gender, 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