Job Description:
Role Summary/Purpose:
This role is responsible for leading a team of representatives that deliver strategic messaging campaigns to new and existing Home & Auto and Lifestyle partners. This role will collaborate with key stakeholders to support strategic initiatives by identifying opportunities to maximize growth while positioning the messaging team for long term success.
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:
Conduct outbound telephone consultations with clients on assigned accounts to educate on the value of financing, (i.e. benefits, strategies, rates, terms and conditions)
Drive program usage and new product capabilities
Provide a superior professional customer experience while engaging with merchants
Receive and manage inbound calls from partner contacts related to marketing campaigns, promotional follow up, general program questions, merchant concerns, etc.
Generate innovative solutions on how to engage partners to improve education and usage of our credit products
Outline strategies with key stakeholders to improve messaging representatives’ communication related to gaining right party contact during outbound touches
Drive key QA behaviors with messaging representatives to educate on use of business center and to drive increased applications
Provide and coach authentic interactions with partners, assessing their needs while emphasizing the value of Synchrony and our partnership
Responsible for development of overall partner reporting and analysis utilizing data to provide strategic direction linking the team activities with account growth
Meet business requirements for daily and monthly productivity including but not limited to partner contacted and results of the message delivered
Document interactions in SFDC and sharing best practices on how to gain partner engagement
Collaborate with leadership on enhancements, improvements and “Best Practices” on messaging strategies
Team Leadership – demonstrated ability to manage and develop team members while building a positive team environment and work culture.
Perform other duties and/or special projects as assigned
Qualifications / Requirements:
Bachelor’s Degree, or in lieu of degree, High School Diploma/GED and a minimum of 2 years’ experience in a financial services, collection, operations or customer service setting
Minimum of 1 year supervisory or leadership experience
Desired characteristics:
Bachelor’s degree or within 2 Years to completion of degree
2+ years managerial or project leadership experience
1-year experience with SalesForce.com
1+ year of people management experience (direct or indirect) or leadership experience
Excellent PC skills, with Advanced Excel Expertise - including report writing and cell functions as formulas, sorting and grouping, pivot tables
Excellent verbal/written communication skills
Desire to learn & adapt in a fast paced, advocate of change, demonstrate flexibility – ability to lead and influence others to the same
Ability to drive results – established track record driving results across multiple initiatives simultaneously with productivity
Excellent interpersonal, influencing and presentation skills
Proven ability to work effectively across multiple functions and levels of management
Strong teamwork & conflict/problem resolution sills
Effective verbal & written communication skills
Self-motivated, ability to perform & make decisions with minimum supervision
Key Skills needed for this role:
Training Phone skills to agents to drive authentic, caring merchant interaction
Motivating team on performance in an Outbound calling model
Sales skills to driving key agent behaviors, demonstrating the value of our products, LAER (Listening, Acknowledge, Explore, Respond)
Problem solving skills
Delivering on key metrics
Grade/Level: 09
The salary range for this position is 60,000.00 - 112,000.00 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 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:
Sales