Specialist, Bilingual Customer Experience

Synchrony

  • Cebu City, Cebu
  • Permanent
  • Full-time
  • 2 days ago
Role Summary/Purpose:The role will conduct, analyze, and provide performance results aimed to enhance the understanding and execution of Customer Service processes. The role will also be responsible for partnering with the Managers, Quality Manager and Training for overall performance improvement across Customer Service, training content for refresher coaching and consistent identification of employee performance gaps to mitigate compliance defects and improve the Specialist knowledge.Essential Responsibilities:
  • Provide team support in the absence of the manager and in addition to the manager
  • Responsible for providing Subject Matter Expertise, knowledge, support, insight, formally and informally to specialists, process owners, and business stakeholders, internal and external customers.
  • Provide training and up-skilling support and communicate process or business changes as required.
  • Provide insight on day-to-day process management.
  • Provide timely coaching and feedback to associates to drive the best customer experience, metric and compliance performance.
  • Support, collaborate and make decisions on assigned projects, initiatives, process updates, relating to Customer Service processes.
  • Maintain consistent and accurate Job Aid, Genius, procedure, and process documentation.
  • Partner with peers to ensure timely workload completion, share ideas, facilitate exchange of best practices.
  • Provide troubleshooting, account review, research, and root cause analysis of reports, data, process defects, inquiries, or issues relating to Customer Service.
  • Identify and communicate potential process gaps, risks, and issues effectively in a timely manner to manager/leadership and recommend process improvements.
  • Collaborate with leadership on process improvements and controls.
  • Analyze associate/process defects, determine root case and resolution, develop, and implement action plans, provide associate feedback, and communicate trending data to management.
  • Perform other duties and/or special projects as assigned.
  • Excellent in English and Spanish verbal and written Communication skills
Qualifications/Requirements:
  • Have at least 6 months in current role, or if new hire at least 9 months with Synchrony
  • Not on active Corrective Action (Formal & or Final Formal)
  • Have at least a "consistently meets expectations" performance rating
Desired Characteristics:
  • Strong knowledge of Synchrony Bank policies, procedures, and practices; Strong use and/or familiarity of Customer Service job aids.
  • Experience Microsoft Office products including Excel, Word, and PowerPoint
  • Strong analytical skills, trend analysis a plus
  • Strong oral and written communication abilities; ability to draft professional responses, manager updates and performance reminders
  • Excellent interpersonal skills: ability to effectively provide and receive feedback at all levels within the organization
  • Excellent organizational and time management skills; ability to meet deadlines in high demand environment: ability to prioritize meeting Specialist needs with proven ability to stay focused to achieve desired results
  • Demonstrated creativity, flexibility, and proven ability to motivate
  • Experience with performance coaching and/or delivering training in 1on1 and group setting
Grade/Level: 06Job Family Group: Customer Service Operations

Synchrony