Position Purpose:
Responsible for supporting the development and execution of credit programs to generate incremental sales and new accounts for Home Depot companies. May be responsible forsupport of programs to improve operational efficiencies and improve the customer experience. May assist with portions of multiple, cross-functional projects and may manage smaller, single-function projects. May manage the resolution process for complaints/issues with multiple dependencies or of an escalated nature.
Key Responsibilities:
Manages the resolution process for issues that may require escalation and partners with Citi and internal THD team to resolve. Have unlimited authority to resolve high profile/executive cases (cases that make it to the executive level). For example, as appropriate, may credit $1,500 back to a credit account.
Provides support to team on special projects. Includes data gathering and root cause analysis.
Supports team in gathering and analyzing data for presentations for Sr. Management. Provide project support and guidance to other team members. Review and modify/approve their project plans and decisions as needed. Recommends process changes to expedite goal attainment. Works closely with Customer Care to negotiate resolution.
Direct Manager/Direct Reports:
Typically reports to Senior Manager Credit Services or Manager Credit Services
No associates report to this role on a permanent basis, but requires the leadership of a work group: assign and review work, train and contribute to performance appraisal (but not hiring, firing or disciplinary action).
Travel Requirements:
Typically requires overnight travel less than 10% of the time.
Physical Requirements:
Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.
Working Conditions:
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Minimum Qualifications:
Must be eighteen years of age or older.
Must be legally permitted to work in the United States.
Preferred Qualifications:
Credit services, banking experience preferred
Excellent written and verbal communications skills
Ability to gather information from a variety of sources and make decisions based on thorough analysis and review; ability to solve complex problems. Strong influencing and negotiating skills; critical thinking skills
Strong attention to detail
Broad knowledge of THD policy, procedures, and structure; knowledge of store systems
Minimum Education:
The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.
Preferred Education:
No additional education
Minimum Years of Work Experience:
3
Preferred Years of Work Experience:
No additional years of experience
Minimum Leadership Experience:
None
Preferred Leadership Experience:
None
Certifications:
None
Competencies:
Exhibited ability to work independently and get things done. Strong attention to detail.
Very strong communication skills, both verbal and written.
Sound decision making skills.
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