specialist, Account Manager fraud solutionsSynchrony

Role Summary/Purpose:The Fraud Customer and Representative Escalated Support (CARES) will support fraud specialists in a multi-client environment; assisting representatives with questions and guidance along with resolving escalated customer and client issues via phone. The Fraud Customer and Representative Escalated Support specialist must have the ability to adapt to frequent changes in a fast paced environment.Essential Responsibilities:
Support fraud representatives in a multi-client environment; assisting representatives with questions and guidance along with resolving escalated customer and client issues via phone.
Ensure timely and quality resolution of escalated customer/client inquiries
Track call-volume and reasons to communicate training needs to appropriate parties. Potentially assist with coaching and training initiatives as needed
Work with internal customers to support fraud objectives to mitigate losses and drive positive customer and client experience.
Will support multiple sites and clients
Perform other duties and/or special projects as assigned
Qualifications/Requirements:
Must have passed on all metrics for the past 6 months (Productivity, CCT, Quality and Compliance, VOC, Attendance)
Must be in current role for at least 12 months.
Must not be on active CAP (Formal/Final Formal)
Expert in fraud policies and procedures along with a thorough understanding of fraud systems (18 months fraud experience)
Goal-oriented
Ability to work independently and effectively managing multiple priorities with little supervision
Demonstrated ability to utilize positive leadership and teamwork skills
Demonstrated outstanding oral communication skills at all levels of the organization.
Experienced and skilled at effectively providing and receiving constructive feedback
Demonstrated ability to analyze processes for improvements and recommend appropriate changes to senior management
Strong PC skills with a working knowledge of MS-Office application programs. Knowledge of Synchrony Financial systems (FDR, Genasys, Workstation, SAS, etc.)
Demonstrated ability to overcome obstacles and consistently deliver results (Internal/External Customers)
Possess a high level of integrity
Must be willing and able to work flexible work schedules including; nights and weekends to support a 24-hour operation. Schedules are subject to change to support business needs.
Desired Characteristics:
Proven history of strong interpersonal skills and two-way communication
Self-motivated with solid organizational, creative problem solving and time management skills, and the proven ability to meet deadlines.
Strong team player: leadership skills with strong ability to take initiative
Demonstrated ability to analyze processes and implement changes
Proven customer/quality focus as demonstrated by successful attainment of recognized business metrics in current or previous job.
Working knowledge of business specific client/card accounts and processes.
Ability to adapt to an ever-changing environment
Ability to learn and adapt to a fast paced environment
Attention to detail
Working knowledge of Fraud systems and tools
Demonstrated self-starter and team player
Demonstrated high level of integrity
Ability to process information, analyze data and offer effective solutions
Demonstrated ability to handle and prioritize multiple tasks.
Job Family Group: Fraud Operations
Synchrony

Manila City, Metro Manila Muntinlupa City, Metro Manila
Permanent
Full-time