Job Description:Role Summary/Purpose:As an Estate Specialist, you will manage and audit backend account reports from the deceased perspective. You will support frontline specialists and accompanying managers and stakeholders. You will handle transferred in, escalated calls from internal Special Customer Processes, Customer Service and any other function managing a deceased account that need to resolve complex account issues across all clients. This function serves as part of the customer life cycle from the estate standpoint. For this role, you will be required to be detail-oriented and organized as well as be expected to demonstrate excellent verbal, written communication, and interpersonal skills.Essential Responsibilities:Supporting and handling deceased/estate account issues from both internal and external customers of other departments such as Retail Credit Card and PSCC.Escalate, monitor, and track problems within customers’ accounts to ensure timely resolution.Demonstrate functional skills to take ownership to resolve account issues in a single customer interaction.Identify and troubleshoot for issues, advise of process opportunities, and recommend solutions to the manager and/or process owner.Establish and maintain effective relationships with customers and stakeholders.Effectively gain the credibility to participate in the creation and implementation of process improvements projects.Be a team player that works independently and seeks manager support, when necessary, with a strong emphasis on detail orientation and critical thinking.Support process improvement and various projects as assigned.Responsible for working escalated correspondence queues.Assist with process account validations following rollouts.Audit deceased accounts to ensure proper handling and coding meet all compliance requirementsTrack and audit accounts involved in various steps of the estate process.Investigate accounts to identify compliance issues and document resolution.Perform other duties and/or special projects as assignedQualifications/Requirements:One year of experience working in a Customer Service, Collections/Recovery or Financial Services industryExceptional attention to detail.Ability to be nimble and agile with expected process direction changes.Proficient in MS Word, PowerPoint, Outlook, Excel.Desired Characteristics:Experience with FDR, DM (Direct Manager), Vision + Preferred1+ year of Collections or Customer Service Experience PreferredAbility to work independentlyExperience in customer service /collections in handling escalated calls in a financial services industryAbility to adhere to regulated and structured work environmentDemonstrate analytical and problem-solving skillsFlexibility in changes to day to day responsibilitiesStrong verbal and written communications skillsExceptional interpersonal skillsAbility to easily identify and articulate complex ideas and issuesExcellent organization and time managementAbility to manage projects with little to no supervisionGrade/Level: 06The hourly rate range for this position is $23.50 - $31.50/hr 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.Eligibility Requirements:You must be 18 years or olderYou must have a high school diploma or equivalentYou must be willing to take a drug test, submit to a background investigation and submit fingerprints as part of the onboarding processYou 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 a diverse, inclusive culture where your skills, experience, and voice are not only heard—but valued. We celebrate the differences in all of us and believe that our individual, unique perspectives is what makes Synchrony truly a great place to work. Together, we’re building a future where we can all belong, connect and turn ideals into action. Through the power of our 8 , with more than 60% of our workforce engaged, you’ll find community to connect with an opportunity to go beyond your passions.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 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 TimeJob Family Group: Collections
