VP, Fraud Disputes Leader

Job Description:

Role Summary/Purpose:

Customer Solutions (CS), the back office of Synchrony, provides processing and research to resolve customer and partner inquiries and is located both domestically and internationally. VP, Fraud Disputes Leader will be responsible for the teams to strike the right balance between customer focus and protecting cardholders from fraudulent activity.

We’re proud to offer you choice and flexibility. At Synchrony, our way of working allows you to have the option to work from home, near one of our Hubs or come into one of our offices. Occasionally you may be required to commute to our nearest office for in person engagement activities such as business or team meetings, training and culture events.

Essential Responsibilities:

• Develop deep domain expertise in the processes and customer interactions that are associated within our Fraud investigations/ disputes team.

• L3 owner for the Fraud Disputes process

• Lead and develop (domestic and offshore) associates and exempt staff.

• Provide direction and oversight to ensure the fraud investigations and mitigation teams are working to their fullest potential

• Establish a vision that reinforces a customer-oriented mindset for our Fraud process management

• Create strategies that will effectively monitor overall performance, identify impactful improvement opportunities and improve the quality and consistency of service.

• Represent the voice of the customer and relentlessly advocate for actions to improve overall experience with our Fraud operational teams.

• Effectively integrate process control and servicing interaction activities into a comprehensive strategy that optimizes the overall Fraud operational experience.

• Create strategic plan to enhance Fraud process performance, highlight trends/insights and track progress for all critical stakeholders.

• Cultivate and create a culture of trust, teamwork, self-confidence and ownership

• Work on cross functional teams and influence decisions across the business related to the fraud disputes process.

• Perform other duties and/or special projects as assigned

Qualifications/Requirements:

• Bachelor’s degree and minimum 5 years’ experience in financial services industry in roles establishing new processes and managing process controls. In lieu of Bachelor’s Degree, a minimum of 10 years’ experience in financial services industry in roles establishing new processes and managing process controls.

Desired Characteristics:

• Fraud disputes experience

• Team management experience

• Demonstrated strong team leadership skills.

• Solid process management acumen and proven ability to drive excellence in business processes.

• Strong overall business process perspective.

• Proven ability to establish a strong vision that motivates and inspires team members

• Ability to work with multiple levels of management.

• Excellent organization, prioritization and time management skills.

• Solid influencing and partnership building skills.

• Proven ability to lead and manage multiple projects with minimal supervision.

• Proven track record of using sound judgment in decision making and problem solving.

• Strong verbal/written communication skills.

• Excellent knowledge of Microsoft office suite including Excel, PowerPoint and Word.

• High integrity and ability to handle confidential information.

• Creative and energetic.

• Ability to work flexible hours to support business needs.

Grade/Level: 13

The salary range for this position is 130,000.00 - 210,000.00 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 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 Diversity Networks+, 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 age, race, color, religion, gender, 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:

Customer Service Operations