specialist, account Research consumer bankingSynchrony

Role Summary/Purpose:
In this position you will support the CARES Account Managers with research and primarily off phone work. You will assist with escalations, research, approvals, and call reviews. You will also problem solve for more complicated inquiries from our account holders that cannot be solved on a single call.
Essential Responsibilities:
​Review and assign follows ups
Escalate wire workflows and log home closings
Reset ATM pin attempts
Expedite ATM cards
Daily overrides for the Ignite team
Reset customer device and two factor authentication for online access
Provide follow up assistance for CARES agents out of office
Assist with outbound calls for those in the back office without phone access
Assist CARES Account Managers with research on complicated situations
Researching Nautilus and locating documents
Removing suspension and restrictions as needed for escalations
Assist in escalating requests as needed
Submit segmentation correction requests
Review and approve request for FedEx documents
Call reviews as needed for coaching
Pulling checks from processing
Research requests for missing checks or documents
Track call volume and reasons to communicate training needs to appropriate parties
Assist with training and coaching of account managers and agents
Perform other duties and/or special projects as assigned
Complete reviews and verification for wire transfers
Qualifications/Requirements:
Minimum of 6 months in Current Role
Perform in your current role for a minimum of 6 months or if you were hired externally you must be in your current role for a minimum of 9 monthsMinimum of 6 months Consumer Banking CARES Account Manager experience
Have at minimum a "satisfactory" performance rating
Ability to work a flexible schedule which includes weekends and holidays
Not be on any Active Formal or Final Formal
Desired Characteristics:
Working knowledge of Consumer Bank applications (Deposits Workstation, Aperio, Nautilus, etc)
Ability to learn and adapt to a fast paced environment
Attention to detail required
Demonstrated self‐starter as well as a 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
Proven history of strong interpersonal skills and two‐way communications
Eligibility Requirements:
Your current job role must be with Specialist, Account Manager (EHD) Consumer Banking
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 selection process
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.
Grade/Level: 06
Job Family Group: Customer Service Operations
Synchrony

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