AVP, Voice Escalation Leader

Job ID: E2401504

Job Description:

Role Summary/Purpose:

The AVP Voice Escalation Leader will be a leader within the Complaint Operations Leadership team and will report to the VP, Complaint Operations Specialized Processes. The AVP, Voice Escalation Leader, will collaborate across the Enterprise Complaints and Customer Experience (CAREs) organization as well as cross-functionally with several functions throughout the business, including 2LOD, to ensure opportunities for improvement to the CARES, dispute process, and high-velocity customer touchpoints are identified and socialized. This will lead the CAREs Complaints associates; leading up to 100 Complaints associates to help reduce escalated complaints and provide data analysis and critical insights for the Complaint program. This leader will partner with the training organization to ensure insights are created into training strategies for the organization to further develop the Specialized Servicing Group. To successfully resolve opportunities and drive a better customer experience, this leader will work closely with the Compliance team and partner with GSD&T, training, and the Enterprise Complaints Leadership 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: ? Lead a team of Front Line Leaders and CARES associates and coach to quality, productivity and other performance metrics. ? Experience as a Customer Service Front Line Leader driving top-tier performance results. ? Identify ongoing opportunities to improve complex CARES and Operations processes and drive down escalated complaints while ensuring key data analysis and insights. ? Cross-functional partnership with process owners and 2LOD to identify opportunities to improve the customer experience in special call inquiry types. ? Instill high expectations of compliance, quality, and customer experience. ? Obtain ongoing strategy approvals and implement a continued transformative approach in a phased manner with collaboration from teams in GSD&T, WPO. Partner with HR, Finance, and Technology teams to implement strategy. ? Re-evaluate established Service Levels and other Critical to Quality standards, confirm or adjust service levels for closing or addressing customer inquiries and enhance operational rigor to meet or exceeded these established standards. ? Review current processes, determine in collaboration with technology, 2LOD and the Complaints Product Owner system opportunities and partner to enhance and improve system capabilities with the objective of delivering on program standards and expectations. ? Instill high expectations of compliance, quality, and customer experience. ? Drive better strategy for tracking CAREs calls and reporting to ensure transparency of call escalation, frequent agent transfers, resolution rate, and repeat trends. ? Perform other duties and/or special projects as assigned

Qualifications/Requirements: ? Bachelor's degree; in lieu of degree, a minimum of 5+ years' experience in financial services industry in roles establishing new processes and contact center management. ? Experience in Operations/ Call Center environment ? Demonstrated understanding of Call Center systems, operations, and practices ? Experience leading large teams ? Demonstrated experience with Data Analytics ? Proven ability to build and maintain strong working relationships with direct reports, peers, cross-functional leaders, and Senior Leaders ? Proven ability to identify process improvement opportunities. ? 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 to leadership and follow the change management process. ? Proficiency in Microsoft Office applications, including Word, Excel, and PowerPoint, CS Workstation, Content Navigator, and Moxie. ? Demonstrated ability to lead large teams

Desired Characteristics:
? Awareness of Regulatory & Compliance expectations
? Project Management experience
? Dispute process knowledge
? Complaint Experience
? Demonstrated ability to lead multiple initiatives and achieve performance goals in a heightened sensitivity environment
? Excellent relationship-building skills
? Strong financial management, analytical and leadership skills
? Effective cross-functional communication and organization skills
? High degree of flexibility and ability to anticipate and drive change
? Understanding of current and potential future regulatory requirements
? Influence and role model behaviors that will lead to a strong risk environment and culture

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. ? N ew 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

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