Job Description

Role Title: Account Manager Specialist- eChat Customer Service (L06)
Company Overview:
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 #2 among India's Best Companies to Work for by Great Place to Work. We were among the Top 50 India's Best Workplaces in Building a Culture of Innovation by All by GPTW and Top 25 among Best Workplaces in BFSI by GPTW. We have also been recognized by AmbitionBox Employee Choice Awards among the Top 20 Mid-Sized Companies, ranked #3 among Top Rated Companies for Women, and Top-Rated Financial Services Companies.
We offer Flexibility and Choice for all employees and provide best-in-class employee benefits and programs that cater to work-life integration and overall well-being.
We provide career advancement and upskilling opportunities, focusing on Advancing Diverse Talent to take up leadership roles.
Organizational Overview
Escalated Help Desk Team will be responsible for handling customer escalated chats that require intervention when chatting with cardholders, researching and documenting their issues, and completing follow up and logging the issue.
Role Summary:
Account Manager Specialist handles escalated customer chats from eChat Customer Service representatives. The role is responsible for delivering outstanding customer experience through providing resolutions to customer escalations.
Key Responsibilities:
Effectively respond and handle escalations/verbal inquiries from eChat Customer Service Representatives, Clients and Customers.
Complete all necessary documentation and tracking for the job function.
Support production floor enquires on group chat and act as SME.
Publish process updates on a timely basis to enhance knowledge retention of the production floor.
Follow the required compliance requirements is critical.
Based on business requirements, support may shift to regular core chat duties.
Required Skills/Knowledge:
Minimum 1 year of working experience in SYF e-Chat Operations.
Outstanding verbal and written communications skills to effectively communicate in challenging environment.
Ability to work under pressure and meet deadlines.
Strong working knowledge of Synchrony applications like FDR, WS, Content Navigator
Strong overall business perspective with a good understanding of Business operations and practices
Coaching on positive and developmental feedback and observations
Working experience with Microsoft Office (Excel, Word & PowerPoint)
Desired Skills/Knowledge:
Effective Interpersonal Skills
Strong Analytical Skills & Aptitude.
Experience in Microsoft Office programs, including Word and Excel.
Multi-tasking skills with strong attention to detail.
Eligibility Criteria:
Minimum 10 + 2 and above
Minimum 1 year of working experience in SYF e-Chat Operations.
Work Timings:
Rotational shifts (EST Timings)
Flexible to shifts as per business requirements including weekends
For Internal Applicants:
Understand the criteria or mandatory skills required for the role, before applying
Inform your manager and 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, LPP)
L4 to L6 Employees who have completed 12 months in the organization and 12 months in current role and level are only eligible.
L04+ Employees can apply
Grade/Level: 06
Job Family Group: Customer Service Operations

Skills Required