Senior Analyst, Credit Customer Experience

Your Impact:

The primary purpose of Sr. Analyst, Credit Customer Experience role is to provide operational support to our stores and issuing banking partners and customers by analyzing customer transactions as well as call center interactions to identify friction points and influence improvements in the customer shopping journey, The role is critical to Lowe's because it allows the company to ensure our financial services associate and customer shopping journeys support a Lowe's branded experience by being consistent, intuitive and frictionless.

What you will do:

• Reviews and responds to customer and store escalated situations / inquiries.
• Works with banking partner call centers to ensure Lowe's branded services is consistently applied across all customer interactions.
• Ensures service level agreements (SLA's) are maintained and staffing levels are adequate to address volume changes.
• Oversees Merchandise Dispute Process to maintain accuracy and service level agreements (SLAs) as well as identify and address process opportunities.
• Acts as credit expert and liaison for stores as well as for internal and external business partners.
• Monitors Credit Services Group Mailbox and reviews, responds, and/or redirects communications from 1700+ store locations as well as questions from the field to include credit programs, in-store issues that may require research, customer account issues, promotions, disputes, etc.
• Provides Credit Center Customer Service for multiple call centers to include maintaining or exceeding contractual service level agreements (SLA's) by conducting call calibrations on a weekly/bi-weekly basis which requires listening to recorded store and customer calls to identify opportunities and provide best practices for customer service excellence.
• Reviews and updates credit center processes as needed.
• Creates new processes for productivity and efficiency.
• Provides Lowe's processes to credit centers resulting in better customer experience, and efficiencies.
• Meets with new hire classes to communicate Lowe's expectations for customer service.
• Reviews and decisions with Synchrony Financial (SYF) Consumer Affairs on situations that arise outside of the standard guidelines.
• Reviews executive complaints monthly with credit center management to identify opportunities in service provided and processes across the organization as well as implement improved processes resulting in a better customer experience.
• Oversees the merchandise dispute process daily to prevent unnecessary losses to stores and company by monitoring dispute forms and responses, educating store/field on the dispute process and responses.
• Updates dispute directions as needed.
• Collaborates with Synchrony Financial (SYF) management to address issues and implement changes.
• Assists Lowe's Bengaluru (Bangalore) representative team as needed.
• Assists with LowesLink issues and inquiries.
• Meets with site leaders weekly or bi-weekly to discuss ongoing issues, new developments, changes, status on projects and upcoming events.
• Acts as liaison for credit information for Lowe's Customer Care Call Center and Customer Care Process Designers, Lowe's Executive Customer Relations, Lowe's Installed Sales, In-Home Consultants and Assurant (Lowe's Protection Plan provider).
• Reviews and responds to executive customer complaints regarding credit received at the Store Support Center (SSC) which includes researching and resolving customer issues and/or concerns and contacting customers.
• Projects as assigned with Lowe's and/or Synchrony Financial which may include conducting research, collaborating, implementing and completing.

• Bachelors Degree in Business, Communications or related field
• 2 years of experience in retail sales and credit
• 5 years combined experience in retail sales or credit in lieu of degree and experience requirements
• Strong communication skills using digital and traditional communication methods

• Store experience and familiarity with consumer credit products