Specialist, Customer Experience

Job Description:

Role Summary/Purpose:

The role will conduct, analyze, and provide performance results aimed to enhance the understanding and execution of Consumer Banking processes. The role will also be responsible for partnering with the Managers, Quality Manager and Training for overall performance improvement across Consumer Banking, training content for refresher coaching and consistent identification of employee performance gaps to mitigate compliance defects and improve the Specialist knowledge.

Essential Responsibilities: ? Provide team support in the absence of the manager and in addition to the manager ? Responsible for providing Subject Matter Expertise, knowledge, support, insight, formally ? and informally to specialists, process owners, and business stakeholders, internal and ? external customers. ? Provide training and up-skilling support and communicate process or business changes as ? required. ? Provide insight on day-to-day process management. ? Provide timely coaching and feedback to associates to drive the best customer experience, metric and compliance performance. ? Support, collaborate and make decisions on assigned projects, initiatives, process updates, relating to Consumer Banking processes. ? Maintain consistent and accurate Job Aid, Genius, procedure, and process documentation. ? Partner with peers to ensure timely workload completion, share ideas, facilitate exchange of best practices. ? Provide troubleshooting, account review, research, and root cause analysis of reports, data, process defects, inquiries, or issues relating to Consumer Banking ? Identify and communicate potential process gaps, risks, and issues effectively in a timely manner to manager/leadership and recommend process improvements. ? Collaborate with leadership on process improvements and controls. ? Analyze associate/process defects, determine root case and resolution, develop, and implement action plans, provide associate feedback, and communicate trending data to management. ? Perform other duties and/or special projects as assigned.

Qualifications/Requirements: ? Minimum of 12 months Consumer Banking experience ? Not on active Corrective Action (Formal & or Final Formal) ? Have at least a "consistently meets expectations" performance rating ? Have at least 6 months in current role, or if new hire at least 9 months with Synchrony

Desired Characteristics:
? Strong knowledge of Synchrony Bank policies, procedures, and practices; Strong use and/or familiarity of Consumer Banking job aids.
? Experience Microsoft Office products including Excel, Word, and PowerPoint
? Strong analytical skills, trend analysis a plus
? Strong oral and written communication abilities; ability to draft professional responses, manager updates and performance reminders
? Excellent interpersonal skills: ability to effectively provide and receive feedback at all levels within the organization
? Excellent organizational and time management skills; ability to meet deadlines in high demand environment: ability to prioritize meeting Specialist needs with proven ability to stay focused to achieve desired results
? Demonstrated creativity, flexibility, and proven ability to motivate
? Experience with performance coaching and/or delivering training in 1on1 and group setting

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 1-866-301-5627. Representatives are available from 8am ? 5pm Monday to Friday, Central Standard Time

Job Family Group:
Customer Service Operations

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