Customer Experience Specialist (L07)

1-3 years
26 days ago 1 Applied
Job Description

Job Title: Customer Experience Specialist (L07)


Synchrony (NYSE: SYF) is a premier consumer financial services company delivering one of the industry's most complete digitally enabled product suites. Our experience, expertise and scale encompass a broad spectrum of industries including digital, health and wellness, retail, telecommunications, home, auto, outdoors, pet and more.

. We have recently been ranked #5 among India's Best Companies to Work for 2023, #21 under LinkedIn Top Companies in India list, and received Top 25 BFSI recognition from Great Place To Work India. We have been ranked Top 5 among India's Best Workplaces in Diversity, Equity, and Inclusion, and Top 10 among India's Best Workplaces for Women in 2022.
. We offer 100% Work from Home flexibility for all our Functional employees and provide some of the best-in-class Employee Benefits and Programs catering to work-life balance and overall well-being. In addition to this, we also have Regional Engagement Hubs across India and a co-working space in Bangalore.

Organizational Overview:
Overview Enterprise Operations (EO) Process Surveillance Group Team supports Enterprise Operations in surveilling L3 processes across
the L1 pillars as defined by the Process Universe.
The Enterprise Operations (EO) Surveillance Team encompasses several areas:
. Collections Surveillance
. Customer Solutions Surveillance
. Enterprise Servicing Surveillance
The Enterprise Operations (EO) Process Surveillance Team executes a network of controls to mitigate risks and protect the Bank from the Compliance misses. This team provides ongoing oversight designed to detect and report process defects and weaknesses. In addition, it serves as a key detective control in the First Line of Defense's efforts to ensure processes are working as they are designed.

Role Summary/Purpose:
Customer Experience Specialist for Consumer Banking Group

Key Responsibilities:

  • Conduct New Hire and Refresher/Upskill training for all sub processes in PSG.

  • Daily, weekly, and monthly reports for Operations and Training team regarding ongoing classes

  • Design training curriculum based on Business requirement.

  • Create & Evaluate PKT's

  • Motivating & coaching a team to deliver excellent service quality. Conduct Regular Audits for every process to bridge any process gaps and work with the US team to keep the Job Aids updated if there is a need.

  • Buddy up with the agents to simplify the process and clarify any process related questions they might have.

  • Calibrate with the Stakeholders for process clarification or updates. Provide individual coaching and feedback for the focus group team

  • Customize and revise training content based on process updates and client requirement

  • Send out process updates and conduct Ad Hoc huddles when needed

  • Floor walk - All the supporting processes. Responsible for the working papers at the end of the month. Ensuring all the Audits are completed along with the Close loop feedbacks.

  • Preparation for the Surveillance Process calls presentation & uploading it to the Tableau dashboard - (The SPR deck is shared with all the stakeholder like Ketan, Faisal etc)

  • Ad Hoc request for auditing different processes.

  • Closed loop feedback completions and auto closures

  • WMS enhancement (Process pillar ) form request (Question bank/hover notes/PCAT updates/MI etc..

  • PCAT instructions are accurate & Sample size matches the MI, PCAT etc..

  • Reporting/sourcing data checking to be accurate.

Required Skills/Knowledge:

  • Minimum 10+2 as educational qualification

  • Minimum 1 year of working experience in PSG with SYF

  • Consumer Banking experience minimum of 1 year

Desired Characteristics:

  • Excellent Written and Verbal communication skills

Eligibility Criteria: Minimum 10+2 as educational qualification

Work Timings: Flexible Shifts

For Internal Applicants:

  • Understand the criteria or mandatory skills required for the role, before applying.

  • Inform your Manager or HRM before applying for any role on Workday.

  • Ensure that your Professional Profile is updated (fields such as Education, Prior experience, Other skills) and it is mandatory to upload your updated resume (Word or PDF format)

  • Must not be any corrective action plan (First Formal/Final Formal, PIP)

  • L4 to L7 Employees who have completed 12 months in the organization and 12 months in current role and level are only eligible.

  • Level 4+ employees are eligible to apply

Contact Center Operations

Synchrony Financial is a consumer financial services company headquartered in Stamford, Connecticut, United States.The company offers consumer financing products, including credit, promotional financing and loyalty programs, installment lending to industries, and FDIC-insured consumer savings products through Synchrony Bank, its wholly owned online bank subsidiary.

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