AVP Complaint Operations Leader

Job Description: Role Summary/Purpose: The AVP Complaint Operations Leader will be a leader within the Complaint Operations Leadership team. They will use their expertise to manage the Corporate Consumer Intake for all Escalated Complaints, the wing-to-wing Social Media Care process, and manage quality and coaching for the Corporate Consumer Relations team with the Customer Experience Specialists. The leader will be responsible for creating, maintaining, and receiving official approval for procedures, job aids, technology requirements, release validation and phrasing that adhere to the Complaint Handling procedure and the Social Media Procedure. This leader will be a key driver in transforming the Complaint Intake process and our Social Media Cares process. This leader will be responsible and oversee the Social Media Cares process to ensure timely and adequate responses and compliant within our servicing and SLA management. This leader will also be responsible for oversight of the Customer Experience Specialists to ensure enhanced coaching and feedback to drive accountability and change within the Corporate Consumer Relations process. To successfully resolve opportunities, the leader will work closely with the Compliance team, Social Earned Media team, Surveillance, and Training organizations. Our Way of Working We're proud to offer you choice and flexibility. At Synchrony, our way of working allows you to have the option to work from home, near one of our Hubs or come into one of our offices. Occasionally you may be required to commute to our nearest office for in person engagement activities such as business or team meetings, training and culture events. Essential Responsibilities: * Provide leadership, communication, coaching, development to team of non-exempt specialists working Complaint Intake, Social Media Cares, or quality process. * Interacts daily with the Corporate Consumer Affairs leadership on customer complaints and regulatory concerns related to complaints. Partnership with the VP, Complaint Operations Response Leader on the Executive complaint process to ensure expedited intake of escalated complaints. * Subject Matter Expert for the Center of Excellence for Social Media Cares process. Enhance strategies and reporting within the system of record for Social Media and work to transform our process in how we respond to customer inquiries, questions, or responses. Work to introduce chat functionality within the Social Media space. * Ensure a high level of customer contact satisfaction and quality. * Monitor case aging and service levels. Proactively make adjustments to ensure meeting service levels and regulatory time frame requirements. * Partner across Complaint Operations to ensure COE goals and initiatives. * Proactively identify and implement strategies to improve quality and productivity. * Partner with Complaint Operations leaders to coordinate requirements, testing and post production review of technology enhancements. * Coordinate multiple priorities and demonstrate the ability to follow through on projects to completion. * Ensure compliance with operational instructions as well as state and federal regulations. * Daily monitoring of systems and team performance. Responsible for recon controls for escalated complaints and reporting for the Escalated Complaint Intake process. * Perform other duties and/or special projects as assigned. * Collaborates with the Social Earned Media team on supplier management of the system vendor, strategies, and data within the system. * Identify key opportunities to reduce multiple contacts that drive complaints, create and maintain measures of success for Complaint Intake and Social Media Cares process. * Perform other duties and/or special projects as assigned. Qualifications/Requirements: * 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 * 2+ years' experience in managing a process * Experience transforming processes and building new strategies * Experience communicating across all levels of the business, levels VP+ * 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: * Complaints Operations Experience * Strong expertise in financial service regulatory environment. * Ability to see and plan for the "big picture" and manage detailed processes. * Social Media experience * Technical knowledge of our systems, Sprinklr, ACM, Workstation, Fiserv (FD), and Recovery Debt Manager. * Very strong communication skills demonstrated across all levels of the business, levels VP+ * Strong experience with process management * Demonstrated ability to lead multiple initiatives and achieve performance goals in a high-volume environment. * Proven ability to solve complex problems * Ability to handle multiple projects concurrently and work cross-functionally with other L3 process owners and the Social Earned Media team * 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: 11 The salary range for this position is 90,000.00 - 155,000.00 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 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

Created: 2024-11-12