Senior Representative, Debt Settlements

Synchrony; Hyderabad; On-site; INR 300,000 - 420,000; Full time

Job summary

Synchrony is seeking a Debt Settlement Representative in Hyderabad to handle inbound calls from debt settlement companies, verify cardholder eligibility, and support settlement activities. You will analyze settlement data, identify trends, and collaborate with teams to drive improvements while meeting service standards.

The role requires 12 months of customer service/collections experience and good communication, with flexibility to work in shifts.

Qualifications

• Minimum 12 months customer service/collections experience in financial services
• Must have completed 10+2 or Graduation in any discipline
• Internal Candidates to have Knowledge of Genius/FDR/Workstation etc.
• Superior written and verbal communication skills
• Self-motivated and self-directed
• Active listening skills - ability to handle difficult situations with professionalism
• Possess a high level of integrity
• Team Player and excellent analytical skills
• Should be open to work in shifts/rotational offs

Responsibilities

• Handle incoming calls from Debt Settlement Companies including processing files when needed as per business requirement
• Effectively use our current settlement process to verify if card holders are eligible for settlement arrangements
• Help identify trends with debt settlement accounts
• Help understand and analyze debt settlement accounts—Ability to determine areas of opportunity and partner with functional groups to acquire actionable process improvements across impacted business lines
• Complete special projects and duties when assigned
• Ability to perform & deliver within timelines

Skills

Customer service

Communication

Team player

Analytical skills

Integrity

Active listening

Self-motivated

Self-directed

Shift work

Education

10+2 or Graduation

Tools

Genius/FDR/Workstation

Job description

Job Description:

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 #3 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:

The Debt Settlement Representative will be responsible to handle queries received from the Debt Settlement Companies to check regarding the eligibility to settle a customer’s account for both Pre Charge Off and Post Charge Off accounts.

Role Summary/Purpose :

Collections Debt Settlement Representative is required to handle incoming calls from debt Settlement companies. This involves providing high quality service to the Debt settlement companies via phones while ensuring that required service is rendered in accordance with policies and procedures.

Essential Responsibilities:

• Handle incoming calls from Debt Settlement Companies including processing files when needed as per business requirement
• Effectively use our current settlement process to verify if card holders are eligible for settlement arrangements
• Help identify trends with debt settlement accounts
• Help understand and analyze debt settlement accountsAbility to determine areas of opportunity and partner with functional groups to acquire actionable process improvements across impacted business lines
• Complete special projects and duties when assigned
• Ability to perform & deliver within timelines

Qualifications/Requirements:

• Minimum of 12 months customer service/collections experience in financial services industry.
• Must have completed 10+2 or Graduation in any discipline
• Internal Candidates to have Knowledge of Genius/FDR/Workstation etc.
• Superior written and verbal communication skills
• Self-motivated and self-directed
• Active listening skills - ability to handle difficult situations with professionalism
• Possess a high level of integrity
• Team Player and excellent analytical skills
• Should be open to work in shifts/rotational offs

For Internal Applicants

Understand the criteria or mandatory skills required for the role, before applying.

• Inform your Manager or 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 on any corrective action plan (First Formal/Final Formal)
• Shift starts from 8AM EST
• Employees who have completed 18 months in organization and 12 months in current role and level are only eligible.
• Last annual performance rating should at least be Strong Contributor.

Desired Characteristics:

• Ability to work independently
• Ability to adhere to regulated and structured work environment
• Customer service focused, polite with sensitivity to our client situations
• Previous collections experience; knowledge of current collections applications (i.e. Genius/FDR/Workstation etc.)
• Flexibility in schedule, ability to work overtime
• Credit card operations experience
• Good understanding of Collection procedures and concepts
• Identify technological enhancements, promote simplification and implement Organizational/procedural changes

Job Family Group:

Collections