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Synchrony Manager, Servicing Compliance, Vendor Management & Training & QA in CHARLOTTE, North Carolina

Job Description:

As part of Synchrony’s CareCredit team, you’ll have an impact on the growth and strategy of our recent acquisition, Allegro Credit. We partner with healthcare and veterinary providers as well as retailers to help people access care they want and need. You’ll help us ensure consumers have healthcare financing options available when they need it most.

Allegro Credit is a financial technology company focusing on creating simple payment options to help retailers grow their businesses. The company is well established in the finance space and has operated for over 150 years. Its leadership is well experienced and thoughtful about balancing employee experience with company performance.

Role Summary/Purpose:

Reporting to Vice President, Head of Servicing, the Manager-Servicing Compliance, Vendor Management & Training maintains primary responsibility for all day-to-day functions and tasks contained in the following departmental Areas of Responsibility (AOR):

  • Servicing Compliance

  • Primary oversite for compliance review within the Servicing AOR

  • Assist in managing servicing requirements as established investor banks

  • Ownership of the Complaint Management System and associated processes

  • Internal Audit responses

  • Vendor Management (VM)

  • Primary oversite and ownership of both the 1st Party and 3rd Party Agencies utilized by the AOR

  • Quality Control (Call Monitoring)

  • Site Audits

  • Documentation Control

  • Primary point of contact for all 3rd party agencies (relationship)

  • New Vendor Due Diligence

  • Maintain Vendor Maintenance Tracker Daily

  • Training

  • Develop and deliver core training product for both internal and external servicing/ collections/customer service personnel

  • Maintain and update as necessary Servicing Manual/Training Manual

  • Maintain and enhance internal relationship with Sales/Merchant Training Team for the purposes of cross-leveraging training products

  • Agency Coordination/ Quality Call (Internal and External)

  • 3 Direct Reports

  • Provide oversite and control over Call Monitoring process, tracking and reporting.

  • Schedule and participate in monthly calibration sessions with all affected parties

  • Vice President, Head of Servicing

  • Director, Servicing Operations

  • Senior Manager, Compliance Implementation

Essential Responsibilities:

  • Manage 1 to 4 Direct Reports

  • Track and provide daily feedback on performance and behavioral components of their job in a strive for excellence

  • Oversee both the quantity and quality of the work-product created

  • Deliver quarterly performance reviews to all direct reports

  • Act as the primary Subject Matter Expert (SME) for the AOR

  • Coach and develop direct reports for top performance and career development/advancement

  • Process Review/Process Improvement:

  • Constantly challenge the status quo through review of current process and practice with an eye for efficiency/effectiveness gains (Strive for Excellence)

  • Refuse to accept “that’s the way we’ve always done it”

  • Direct oversight of 1st Party Collection Vendors and 3rd Party Vendors (15-30 Collectors/I/B CSR’s)

  • Inclusive of performance and production management, compliance, SLA’s, staffing and budgeting

  • Interact effectively and prolifically with supporting areas to maximize operational performance and satisfy critical needs

  • IT

  • Accounting/Payment Support

  • Merchant Support

  • Outside Agencies

  • Audit

Qualifications/Requirements:

  • 4-year degree in business, finance, economics, or related field highly preferred. In lieu of a degree, minimum 7 years supervisory/management level experience in Loan Servicing, Collections or Specialty Servicing.

  • Minimum 3+ years successful management/supervisory level experience in the area of Loan Servicing, Collections, Specialty Servicing and 3rd party vendor relationship and performance management.

  • Mid to High Level of experience and expertise in MS products (including Excel)

Desired Characteristics:

  • MBA preferred

  • Very highly skilled in coaching & developing front-line Team Members, Team Leads and Supervisors

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 24 months’ time in position before they can post. All internal employees must have at least a “consistently meets expectations” performance rating 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 requirement).

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.

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:

Financial Services Operations

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