Senior Representative, Customer Solutions

Job Description:

Role Summary/Purpose:

This position supports our Customer Solutions Outbound Mail Handling process

Essential Responsibilities:

• Respond to customer inquiries requesting documents that must be sent manually (i.e., account statements, copies of adverse action letters, media, debt validation letters, extensions etc.)  

• Sort and Separate documents generated daily  

• Correlate outgoing cover letters with necessary enclosures in response to customer inquiries ensuring accuracy of documents sent  

• Effectively work with all levels to achieve mutual client/customer satisfaction and ensuring that high quality standards are met  

• Ensure compliance with Synchrony Operating Instructions, federal and state regulations and client contract agreements  

• Monitor and provide feedback on queues to ensure compliance of cycle time requirements  

• Responsible for increased efficiency, productivity, and quality  

• Responsible for effective problem resolution  

• Perform other duties and/or special projects as assigned 

Qualifications/Requirements:

• Minimum 6 months of customer service, collections, fraud, or operations experience within a call center environment

• Internal Candidates: Minimum of 6 months in current role. 9 months if newly hired 

• Have at minimum satisfactory performance. 

• Not be on active formal or final formal corrective action. 

• Ability to work a flexible schedule of M-F 8:30AM-5:00PM

• Must work in the Cincinnati/West Chester office as an essential employee. 

• This role is not eligible for work from home  

Desired Characteristics:

• Strong team player: demonstrated leadership/professionalism skills, commitment, initiative, vision, enthusiasm, and integrity  

• Excellent verbal, written communication skills  

• Ability to perform in a fast-paced environment and adaptable to change  

• Ability to work independently and manage multiple tasks/priorities  

• Superior problem solving/decision making skills and time management skills  

• Operating knowledge of PC, Windows based environment  

• Flexibility with work schedules and assignments  

• Demonstrated ability to resolve conflict  

Grade/Level: 05

The hourly rate range for this position is $22.00 - $28.50/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 perfo