Job Description:
Role Summary/Purpose:
Senior Functional Remediation Coordinator (SFRC) leads complex consumer remediations that involve multiple levels of customer harm, ambiguity, or regulatory complexity. While SFRCs typically handle a higher proportion of complex remediation effort, they also can oversee medium and lower complexity scale remediations to ensure organization balance and efficient delivery. This role requires decision making across multiple stakeholders, managing cross-functional collaboration and driving remediation efforts autonomously. This role will mentor FRCs, take ownership of P1 and P2 remediations, and play a critical role in process improvement initiatives.
Key Responsibilities:
Manages a portfolio of complex and moderately complex remediations. Works with?process owners, SMEs, and Analytics to identify impacted customer populations and assess the nature and extent of harm requiring remediation.
Handles remediation with ambiguous or undefined paths requiring strong business process knowledge to understand possible downstream impacts necessary to design unique remediation plans, and expert-level knowledge of the remediation process.
Mentor and coach FRCs by sharing expertise, tools, and strategies for managing effective remediation projects
Manages escalations from FRCs to address urgent or significant remediation challenges.
Operate with?high levels of autonomy, making decisions on remediation approaches, timelines, and resource allocation.
Partner with leadership and stakeholders to drive initiatives that optimize customer remediation methods and improve organizational efficiency.
May lead a Remediation Pod that is focused on the portfolio of Issues within an L2 Process. The responsibility will involve facilitating regular business requirements discussions with L2/L3 process teams for groups of remediations related to that L2/L3
Partner with Analytics team to ensure proper creation of all execution files, assist in the research and resolution of accounts that have failed remediation, escalate if needed.
Provide?regular and detailed updates?on project milestones, risks, expected timelines, and resolution outcomes to key stakeholders.
Facilitate seamless stakeholder communication, resolve conflicts, and address escalations with confidence and tact.
Work closely with?issue owners and functional leaders?to define expectations, manage deliverables, and secure actionable commitments for remediation efforts.
Foster collaboration across departments such as Compliance, Legal, Operations, Growth, CD& Sales, and Finance to ensure coordinated execution of remediation plans.
Identify gaps or risks in the remediation and escalate issues to relevant parties in a timely manner.
Perform other duties and/or special projects as assigned
Qualifications/Requirements:
Bachelor's degree in a financial or business-related field; OR in lieu of Bachelor's degree, high school diploma and 9+ years of relevant work experience
3+ years Project Management experience within Financial Services.
7+ years' experience in a financial services industry, operations, or customer service, sales, digital servicing setting
2+ years of experience successfully managing remediations
Demonstrated ability to lead highly complex projects.
Experience in fostering alignment across cross-functional teams, setting expectations, and maintaining accountability.
Proficient with Microsoft Excel & PowerPoint
Excellent interpersonal, analytical, organizational, written and verbal communication skills.
Desired Characteristics:
Deep understanding of the assigned functional area
Highly effective in fostering alignment across cross-functional teams, setting expectations, and maintaining accountability.
Experience with Synchrony system ( FDR, Workstation, ACM, DM10, Vision Plus, etc. )
Experience working in agile environments
Creative problem solving skills
Experience with Issue management processes and procedures
Excellent interpersonal, analytical, organizational, written and verbal communication skills.
Grade/Level: 11
The salary range for this position is 90,000.00 - 155,000.00 USD Annual and is eligible for an annual bonus based on individual and company performance.
Actual compensation offered within the posted salary range will be based upon work experience, skill level or knowledge.
Salaries are adjusted according to market in CA, NY Metro and Seattle.
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 18 months' time in position before they can post. All internal employees must consistently meet performance expectations 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 expectations).
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.
Our Commitment:
When you join us, you'll be part of an inclusive culture where your individual skills, experience, and voice are not only heard - but valued. Together, we're building a future where we can all belong, connect, and turn ideals into action. More than 50% of our workforce is engaged in our Employee Resource Groups (ERGs), where community and passion intersect to offer a safe space to learn and grow.
This starts when you choose to apply for a role at Synchrony. We ensure all qualified applicants will receive consideration for employment without regard to age, race, color, religion, gender, sexual orientation, gender identity, national origin, disability, or veteran status. We're proud to have an award-winning culture for all.
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:
Information Technology
