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Job Summary

Global Support is part of Customer Care, focusing on back-office functions regulated by the FCBA, FCRA, and Servicemembers Civil Relief Act. The mission is to resolve billing and credit bureau disputes, secure messages, and other inquiries accurately and timely. The Global Support Supervisor coaches, mentors, motivates, and leads associates to execute regulatory tasks while providing excellent customer experiences. They also handle problem resolution with associates and cardholders, partner with compliance, provide guidance, communication, and training, and ensure policy adherence.

Essential Job Functions

• Motivate and develop associates with innovative recognition and coaching techniques to ensure individual and team performance expectations are met. Address and resolves associate issues by exercising good judgment and acting as an associate advocate. Write and administer effective formal performance appraisals, performance coaching and progressive discipline. - (30%)
• Assist specialists in resolving customer inquiries through Special Letters. Identify, resolve, and escalate concerns as needed. Influence change, prioritize critical initiatives, and identify solutions. Negotiate, facilitate, and present information professionally. - (20%)
• Engage with all Support Desks to assist as needed. Cross-training functions could include: Sales Disputes, Remediation/Maintenance assignment, Credit Bureau, Dispute Logging or any other Global Support function. Demonstrate technical aptitude of current system functionality for VCARS and Docuware. - (20%)
• Ensure department compliance with procedural and regulatory guidelines. Track daily work to maintain process compliance. Assist associates in achieving accuracy and monthly goals. Review processes with compliance to contain gaps. Ensure team meets audit, accuracy, and productivity standards. Communicate gaps to Senior Leadership for resolution. - (15%)
• Build strong cross functional relationships with associates in other departments. May establish and maintain relationships with relevant client representatives. Conduct and attend department meetings. Identify, resolve, and escalate concerns as needed. - (15%)

We currently have the ability to offer Global Support Supervisor or a Global Support Senior Supervisor position. Candidates will be assessed based upon several factors including, but not limited to, education, experience and skillset.

Global Support Supervisor
Minimum Qualifications

• High School Diploma or GED.
• 1+ years leading project(s), mentoring and/orcoaching experience, demonstrated subject matterexpert in department.
• 4+ years in a call center environment or customer service experience.

Preferred Qualifications

• Previous role as a Lead in Global Support.
• Experience with back-office processing of credit bureau disputes.

Global Support Senior Supervisor

Minimum Qualifications

• High School Diploma or GED
• 5+ years experience in a call center environment or customer service experience.
• 2+ years leading project(s), mentoring and/orcoaching experience, demonstrated subject matter

Preferred Qualifications

• 1+ years leadership experience in a global support setting.
• Experience in a fast-paced, high-change environment such as customer service, call center, or sales.
• Experience with back-office processing of credit bureau disputes.

Skills

• Fair Lending
• Credit Limits
• Consumer Credit
• Customer Activation
• Fair Credit Reporting Act (FCRA)
• Bank Secrecy Act (BSA)
• Fair Debt Collection Practices Act (FDCPA)
• Fair Lending
• Quality Control (QC)
• Regulation E
• Regulation Z
• Customer Service

Reports To: Manager and above

Direct Reports: 11 - 15

Work Environment

• Occasional in-office attendance may be required for business needs if within 60 miles of a Bread Financial location. Schedule flexibility to work a minimum of 40 hours per week including days, evenings, weekends and some holidays.

Physical and Mental Requirements

To perform this job successfully, an individual must be able to perform each essential job function satisfactorily and meet the physical, mental and work environment requirements. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions, absent undue hardship.

• Communicate/Hearing
• Communicate/Talking
• Stationary Position/Seated
• Typing/Writing
• Focus and complete tasks in situations that have a speed or productivity metric
• Maintain focus in high pressure or fast-paced work environment

Other Duties

This job description is illustrative of the types of duties typically performed by this job. It is not intended to be an exhaustive listing of each and every essential function of the job. Because job content may change from time to time, the Company reserves the right to add and/or delete essential functions from this job at any time.

Salary Range (unless otherwise noted below):

$55,200.00 - $100,000.00

Full Salary Range for position:

California: $63,500.00 - $125,000.00

Colorado: $55,200.00 - $105,000.00

New York: $60,700.00 - $125,000.00

Washington: $58,000.00 - $115,000.00

Maryland: $58,000.00 - $110,000.00

Washington DC: $63,500.00 - $115,000.00

Illinois: $55,200.00 - $110,000.00

New Jersey: $63,500.00 - $115,000.00

The actual base pay within this range may be dependent upon many factors, which may include, but are not limited to, work location, education, experience, and skills.

Bread Financial offers medical, prescription drug, dental, vision, and other voluntary benefits (including basic and optional life insurance, supplemental medical plans, and short and long-term disability) to eligible associates (regular full-time associates scheduled to work 30 hours per week or more) and their spouses/domestic partners, and child(ren) under the age of 26. New associate elected coverage begins on date of hire (with the exception of disability coverage which has a 6-month waiting period). Six weeks of 100% paid parental leave for eligible parents is available after a 180-day waiting period. Hired associates can immediately enroll in Bread Financial’s 401(k) plan.

All associates receive 11 paid holidays. Associates have discretion in managing their time away from work through the Flexible Time Off (FTO) program and may need to notify and receive approval from their manager prior to taking the time off. Associates (except those located in Illinois) receive 80 hours of Paid Sick and Safe Time (“PSST”) upon hire and at the beginning of each subsequent calendar year. Illinois associates receive 40 hours of Illinois PSST upon hire and at the beginning of each subsequent calendar year and 40 hours of Illinois Paid Leave upon hire and at the beginning of each subsequent calendar year. Illinois Paid Leave must be used before associates in Illinois will be approved to take FTO.

Hired associates will be able to elect the purchase company stock during offering periods in June and December. You will be eligible for an annual incentive bonus based on individual and company performance.

Click here for more Benefits information.

About Bread Financial

• Bread Financial offers competitive pay, a comprehensive selection of benefit options including 401(k).
• The Company is an Equal Opportunity Employer.
• Any applicant offered employment will be required to establish that they are legally authorized to work in the United States for the Company.
• The Company participates in E-Verify.
• The Company will consider for employment all qualified applicants, including those with a criminal history, in a manner consistent with the requirements of all applicable federal, state, and local laws, including the Los Angeles Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, and the New York City Fair Chance Act. Applicants with criminal histories are encouraged to apply.
• The Company complies with the Americans with Disabilities Act (ADA), as amended, and all applicable state/local laws. The Company will provide accommodations to applicants needing accommodations to complete the application process. Applicants with disabilities may contact the Company to request and arrange for accommodations. If you need assistance to accommodate a disability, you may request an accommodation at any time. Please contact the Recruiting Team at TaOps@breadfinancial.com.

Job Family:

Care Center Operations

Job Type:

Regular