Synchrony is seeking a dedicated Customer Service Representative for a full-time, work-from-home position based in Charlotte, NC. This role is pivotal in delivering superior customer experiences, directly influencing customer loyalty and the company's reputation as a leader in consumer financial services. By handling inquiries and resolving issues promptly, you'll play a key part in driving Synchrony's mission to empower people with financial solutions that improve their lives. In this role, you'll start your day reviewing customer interaction queues and prioritizing high-impact cases. Daily tasks include answering inbound calls, responding to emails, and engaging via chat to address account inquiries, payment issues, billing disputes, and product questions. You'll authenticate customer identities, update account details in CRM systems, and process transactions securely. Weekly, you'll analyze call trends to identify recurring issues, collaborate with the compliance team to ensure regulatory adherence, and participate in team huddles to share best practices. Monthly deliverables involve meeting key performance metrics such as average handle time under 5 minutes, first-call resolution rate above 85%, and customer satisfaction scores exceeding 90%. You'll escalate complex cases to specialized departments like fraud prevention or collections, and contribute to training materials based on customer feedback. Expect to handle 50-70 interactions per shift, documenting each meticulously for quality assurance reviews. To succeed, a high school diploma or equivalent is required, with an associate's or bachelor's degree in business, communications, or a related field preferred. At least 1-2 years of customer service experience in a call center or financial services environment is essential, along with familiarity with CRM tools like Salesforce or similar platforms. Proficiency in Microsoft Office Suite, typing speed of 35+ WPM, and basic knowledge of financial products such as credit cards and loans are necessary. Certifications like CCXP or bilingual skills in Spanish are advantageous but not mandatory. Strong active listening and verbal communication skills are crucial, paired with empathy and problem-solving abilities to de-escalate upset customers. Technical competencies include navigating multiple software systems simultaneously and data entry accuracy. You'll thrive with time management to handle peak call volumes and adaptability to shifting priorities. Team collaboration and a customer-centric mindset will set you apart in this fast-paced environment. Synchrony, a premier consumer financial services company, powers everyday purchases for millions through partnerships with top retailers. Our mission is to deliver innovative financing solutions with integrity and excellence. The customer service team operates in a supportive, remote-first culture emphasizing work-life balance, continuous feedback, and recognition programs that celebrate achievements. Join a diverse group of professionals committed to innovation and customer success. We offer competitive compensation, though salary details are not specified at this time. Comprehensive benefits include medical, dental, and vision insurance, 401(k) matching, paid time off starting at 15 days annually, and remote work stipends for home office setups. Additional perks encompass flexible scheduling, employee assistance programs, tuition reimbursement, and performance-based bonuses. Advance your career through Synchrony's robust development programs, including leadership tracks, skill-building workshops, and mentorship opportunities. Apply today via our careers portal to join a forward-thinking team dedicated to your growth.