Complaint Operations Transformation Leader

4 weeks ago


Cincinnati, Ohio, United States Synchrony Full time

The Complaint Operations Transformation Leader will be responsible for overseeing the transformation of the Corporate Consumer Intake process and the Social Media Cares process. This leader will use their expertise to manage quality and coaching for the Corporate Consumer Relations team with the Customer Experience Specialists.

This leader will be a key driver in transforming the Complaint Intake process and our Social Media Cares process. To successfully resolve opportunities, the leader will work closely with the Compliance team, Social Earned Media team, Surveillance, and Training organizations.

**Role 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.
  • Subject Matter Expert for the Center of Excellence for Social Media Cares process.
  • Ensure a high level of customer contact satisfaction and quality.
  • Monitor case aging and service levels.

Qualifications:

  • 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.

Salary Range: $90,000 - $155,000 USD Annual, eligible for an annual bonus based on individual and company performance.

Location: Eligible for adjustment according to market in CA, NY Metro, and Seattle.



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