Job Description:
What you’ll accomplish as a Manager, Corporate Consumer Relations
You will lead and coach a team of Senior Specialists, Corporate Consumer Relations. You will partner with your team to drive quality, timely responses to escalated complaints received from customers, and/or through government agencies and/or regulators. You will be directly responsible for monitoring systems and team performance ensuring the team meets/exceeds internal goals as well as service level agreements and regulatory requirements. As the team leader, you will be responsible for motivating and inspiring your team to meet/exceed goals, as well as maintaining a welcoming, dynamic team environment in a virtual a setting.
What You’ll Do:
Champion Customers: Guide and coach your team to anticipate customer needs, create solutions and deliver exceptional customer experiences in a timely manner.
Act as an Owner: Lead a team that connects with customers, clients, merchants, providers, and executive leaders every day, directly impacting our business’ operational success.
Relate and Inspire: Cultivate an environment for your team and across teams where people feel motivated and have a strong sense of belonging and ownership.
Elevate Everyday: Explore everyday opportunities to drive continuous improvement and innovative solutions that create value for the business and your team.
Directly responsible for leading your team to success – explore and implement strategies to drive improvement in quality and productivity while providing a positive customer experience.
Ensure appropriate risk for the business - work with Compliance & Fair Lending leaders ensuring service levels are met and ensuring your team is familiar with, and understands, compliance requirements.
Partnership – work with other functional areas supporting Corporate Consumer Relations to meet or exceed COE goals.
Project management - initiating, planning, and executing on key business initiatives.
Perform other duties and/or special projects as assigned
Qualifications you’ll need to succeed:
Bilingual and fluent (verbal and written) in both English and Spanish
Bachelor’s degree in a related business field, or a high school diploma/GED with a minimum of 2 years’ experience in a financial services or Credit Card/Banking customer service setting.
Management experience – minimum 1+ years of proven experience managing a team – be prepared to share with us some specific examples of how you’ve inspired your team and driven performance
Internal applicants – must currently be in CCR/Complaints with 1 year leadership experience within/outside of Synchrony – or – currently Frontline Manager of a process not in Complaints for at least 1 year
External applicants – minimum 2 years of management experience in financial services and complaints
Flexible – the department hours of operation are 8:00am – 8:00pm EST Monday-Friday & Saturday 10:00am-7:00pm EST; your schedule will generally fall within these hours. However, as a leader, you need to be willing to work outside your normal schedule, including weekends and holidays if needed to support your team and meet service level requirements.
Skills you have that will delight us
Experience leading a team of 15+ team members - we love passionate leaders and want to hear your stories of leadership successes and learnings.
Business acumen – we want to understand how you connect the dots.
Motivating Others-tell us about your experience with team management and your approach in developing and motivating.
Ability to work with all levels across the business including senior leaders internally and with customers (or clients) – we are a family at Synchrony and all our voices matter, tell us how you influence others.
Excellent communication skills–reflect on a time where you had to use communication skills to gain buy-in.
Decision Making Skills - Proven ability to make decisions based on quantitative analysis and creative thinking.
Currently managing a team within financial services complaints
Experience with OCC/CFPB/GRC regulatory environments; working directly with agencies or responding to regulatory complaints
Ability to see and plan for "big picture" as well as manage detailed processes.
Ability to lead and manage projects to completion, especially managing multiple projects simultaneously – tell us about a project you’re most proud.
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 an inclusive culture where your individual skills, experience, and voice are not only heard – but valued. Together, we’re building a future where we can all belong, connect, and turn ideals into action. More than 50% of our workforce is engaged in our Employee Resource Groups (ERGs), where community and passion intersect to offer a safe space to learn and grow.
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 age, race, color, religion, gender, sexual orientation, gender identity, national origin, disability, or veteran status. We’re proud to have an award-winning culture for all.
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