What are the responsibilities and job description for the Global Support Supervisor position at Bread Financial Holdings, Inc.?
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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
Preferred Qualifications
Global Support Senior Supervisor
Minimum Qualifications
Preferred Qualifications
Skills
Reports To : Manager and above
Direct Reports : 11 - 15
Work Environment
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.
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.
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About Bread Financial
At Bread Financial, you'll have the opportunity to grow your career, give back to your community, and be part of our award-winning culture. We've been consistently recognized as a best place to work nationally and in many markets and we're proud to promote an environment where you feel appreciated, accepted, valued, and fulfilled-both personally and professionally. Bread Financial supports the overall wellness of our associates with a diverse suite of benefits and offers boundless opportunities for career development and non-traditional career progression.
Bread Financial® (NYSE : BFH) is a tech-forward financial services company providing simple, personalized payment, lending and saving solutions. The company creates opportunities for its customers and partners through digitally enabled choices that offer ease, empowerment, financial flexibility and exceptional customer experiences. Driven by a digital-first approach, data insights and white-label technology, Bread Financial delivers growth for its partners through a comprehensive suite of payment solutions that includes private label and co-brand credit cards and Bread Pay® buy now, pay later products. Bread Financial also offers direct-to-consumer products that give customers more access, choice and freedom through its branded Bread Cashback® American Express® Credit Card, Bread Rewards™ American Express® Credit Card and Bread Savings® products.
Headquartered in Columbus, Ohio, Bread Financial is powered by its approximately 7,000 global associates and is committed to sustainable business practices. To learn more about Bread Financial, visit breadfinancial.com or follow us on Facebook, LinkedIn, X and Instagram.
Job Family :
Care Center Operations
Job Type : Regular
Salary : $55,200 - $100,000
