About Company
Synovus is a financial services company built on trust, integrity, and a deep commitment to our customers and communities. For over 130 years, we’ve focused on helping individuals and businesses achieve their financial goals through personalized service and innovative solutions. We believe in empowering our employees to make a real difference, fostering an inclusive environment where everyone can thrive. As a leading regional bank headquartered in Columbus, Georgia, we are dedicated to providing best-in-class banking experiences while investing in the growth and well-being of the areas we serve. Join a team where your contributions are valued, and you’re encouraged to grow both personally and professionally.
Job Description
Are you passionate about creating exceptional customer journeys and eager to make a significant impact from the comfort of your home office? Synovus is seeking a highly motivated and empathetic Customer Experience Officer to join our remote team. In this pivotal role, you will be the heart of our customer interactions, ensuring every client feels valued, understood, and supported. This isn’t just about problem-solving; it’s about proactively anticipating needs, fostering long-term relationships, and embodying the Synovus commitment to service excellence in a digital-first world. You’ll leverage cutting-edge technology and your innate communication skills to provide seamless support, guide customers through our financial products and services, and gather valuable feedback to drive continuous improvement. We are looking for an individual who thrives in a remote environment, is self-disciplined, highly organized, and possesses a strong desire to elevate the customer experience to new heights. If you are a proactive communicator with a talent for building rapport and a keen eye for detail, we invite you to contribute to a company that puts its customers first.
Key Responsibilities
- Serve as the primary point of contact for customer inquiries across various digital channels (phone, email, chat), providing accurate and timely information.
- Proactively identify customer needs and recommend appropriate Synovus products and services to enhance their financial well-being.
- Resolve customer issues and complaints efficiently and empathetically, escalating complex cases to senior staff when necessary.
- Document all customer interactions, feedback, and resolutions accurately in our CRM system.
- Collaborate with internal teams (e.g., product development, operations, sales) to improve processes and customer touchpoints.
- Participate in ongoing training and development to stay current with Synovus offerings, policies, and industry best practices.
- Contribute to a positive team environment, sharing insights and best practices to uplift overall team performance.
- Maintain a high level of confidentiality and adhere strictly to all compliance and security regulations.
- Utilize data and analytics to understand customer behavior and identify opportunities for service enhancement.
Required Skills
- Minimum of 3 years of experience in a customer-facing role, preferably in financial services or a related industry.
- Exceptional verbal and written communication skills with a proven ability to explain complex information clearly and concisely.
- Strong problem-solving abilities and a proactive approach to issue resolution.
- Proficiency in using CRM software and other digital communication tools.
- Demonstrated empathy, patience, and a positive attitude in all customer interactions.
- Ability to work independently and manage time effectively in a remote work setting.
- High school diploma or equivalent.
- Strong attention to detail and accuracy.
- Reliable high-speed internet connection and a dedicated, quiet home workspace.
Preferred Qualifications
- Bachelor's degree in Business, Communications, Finance, or a related field.
- Experience with financial products such as banking, loans, or investments.
- Familiarity with compliance standards in the financial industry (e.g., FDIC, CFPB regulations).
- Certification in Customer Service Excellence or related fields.
Perks & Benefits
- Competitive salary and performance-based incentives.
- Comprehensive health, dental, and vision insurance plans.
- 401(k) retirement plan with company matching contributions.
- Generous paid time off (PTO) and paid holidays.
- Opportunities for professional development and career advancement.
- Remote work flexibility, saving commute time and costs.
- Employee assistance program for personal and professional support.
- Life and disability insurance coverage.
- Access to a suite of digital tools and resources to support remote work.
How to Apply
Ready to redefine the customer experience with Synovus? We encourage all qualified applicants to click on the application link below to submit their resume and cover letter. Please ensure your application highlights your relevant experience and why you are the ideal candidate for this remote opportunity.