Job Description:
Role Summary/Purpose:
You will be a dynamic and experienced L3 Process Leader responsible for leading a dedicated team focused on managing unique dispute types related to our portfolio. This role is pivotal in supporting customer inquiries regarding purchases and payments while ensuring compliance with established Service Level Agreements (SLAs).
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.
What you will do:
Champion Customers: Customer Support: Oversee and support customer inquiries related to purchase and payment concerns, ensuring timely and effective resolutions in accordance with SLAs.
Create and implement purchase concern and payment concern processes for new clients and products, ensuring alignment with business objectives.
Act as Owner: Process Management: Responsible for leading L3 processes, including establishing strong process governance and driving continuous process enhancements and automation initiatives.
Compliance: Ensure that appropriate process controls are in place to maintain compliance and mitigate risks associated with purchase and payment processes.
Develop and manage process support tools, equipping associates with the necessary resources to perform their roles effectively.
Elevate Every Day: Performance Monitoring: Analyze process performance metrics to identify areas for improvement and implement best practices to enhance service delivery.
Relate & Inspire: Lead a team of resources dedicated to addressing and resolving unique dispute types within the purchase and payment portfolio.
Experiences you’ll need to succeed:
Bachelor's Degree or in lieu of degree 10+ years of equivalent work experience in a similar role including managing people
Leadership experience-at least 5 years of proven experience leading a team-be prepared to share with us some specific examples of how you have inspired your team and driven performance
Proven experience in purchase and payment processes, preferably in a managerial or leadership role.
Strong analytical skills and the ability to drive process improvements.
Excellent communication and interpersonal skills.
Familiarity with compliance standards and SLAs in a customer service environment.
Skills you have that will delight us:
Technical knowledge of the systems we use, ACM, Workstation, Fiserv (FD)
Proven ability to solve complex problems, you are a critical thinker-tell us your approach to making critical decisions
Ability work with all levels across the business—we want you to hear an example of how you showed strong teamwork skills
Adept communicator-reflect on a time where you had to use communication skills to gain buy-in
Grade/Level: 13
The salary range for this position is 130,000.00 - 210,000.00 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:
Customer Service Operations