Working at Synchrony: Company Overview and Reviews

918 reviews
Synchrony Ratings
Average rating of 918 reviews on Indeed
3.7Work-Life Balance
4.0Pay & Benefits
3.5Job Security & Advancement
Stamford, CT
More than $10B (USD)
Banks and Financial Services

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Based on 1342 reviews
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Synchrony Reviews

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Overall Reviews at Synchrony

Customer Service Representative | Kettering, OH | Sep 10, 2018
Nobody is on the same page!
I worked for GE originally and then they separated and became Synchrony. After that, things started to go down hill in terms of respect for their employees. They pushed the "Greatest Places to Work" on you, reminding you of all the things they did for the facility to improve working conditions like putting a mouth wash station in the bathrooms. There are no customers on this site, to many employees this was not considered an advancement. It took three years to see my first raise. One year there was a freeze on raises, the other two because they raised the overall company wage and you were not allowed to have your merit on top of it. So new hires were making more (if second shift) or the same amount than those who had been there a few years. You are also responsible for documenting every single second you are not on the phone. So if your system goes down you HAVE to record it and log it in to the system or it counts against you. You also have to watch your monthly metrics because it often is wrong and you have to have it corrected with a manager or it will also count against you. They do have chats for assistance but depending on the time of day you may not get a response and if you do get an answer and it is wrong it counts against you. Seasoned reps use to help out in the beginning but management said to help only between calls and sometimes the call volume is too high. Managers are ALWAYS in meetings and very rarely help out in chat except for a few that you can really d
ProsBenefits, personal time off
ConsPay, Lack of help when you need it, systems are always glitching
Fraud Analyst | Canton, OH | Apr 4, 2018
Fast paced environment in Fraud Prevention
Synchrony provides more benefits than I have ever received at any other job. I feel the raises and pay could be a bit better, but there is opportunity for bonuses monthly and a year end bonus based on performance. I would have preferred a bigger hourly raise over a year end bonus, but that's my personal preference. Synchrony has a unique work culture that supports individuals being true to their identity. If you have religious objections to the LGBT community, this is not the place to work for you, as harassment would not be tolerated, as it should be. On the flip side of that, as long as you are not proselytizing at work, your religious choices, or lack of, would also be respected and supported. Synchrony cares about it's employees and puts a great deal of money into them preparing them for the job and continuous education to stay abreast of changes in the field. Management in the Canton, OH office is approachable and works with you to help you achieve your goals, but you also have a duty to make management aware of your goals and advocate for yourself. No one can help you, if they don't know what assistance you need. The work can be stressful, fast paced and redundant, but that is the nature of call center work. Synchrony does many nice things for it's employees to compensate and try to make the workplace something you look forward to coming to. It's a bit dismaying to see so many people talk negatively about management. I feel that they go out of their
ProsOutstanding benefits, casual dress, continuing training in your discipline
ConsComputer and system issues, sometimes having to deal with unpleasant people on the phone, takes a while to get day shift hours
Customer Service Representative | Overland Park, KS | May 24, 2021
Positive work environment, great training, but rough management
This position had one of the best training experiences/trainers I have ever had in any workplace. They trained us for 3 weeks and the trainers were really lenient on giving everyone longer breaks to help with the stress of learning new material. The work itself is very simple. You do the exact same processes each day, handling customers of all different types with all different emotions. The major issue I have with this workplace is management/HR. Although they have a straightforward policy, they refer to the policy as "a list of guidelines". This becomes a major issue if you are someone who wants to work-up in the company. Many co-workers I had here applied for new positions and were given write-ups directly before being promoted over non-sensical reasons (or reasons, at the time of writing this, that were not listed in their policy). These write-ups cause the employee to not be able to apply for another position for 1 year (until the write up falls off of the individual's profile). I had a friend who was given a write-up for having a picture at his desk that insinuated drinking alcohol (the picture was of a cartoon character with an unlabeled bottle). There was another employee who was given a write-up for using essential oils at their desk. Although these items are small, and by their own policy, require a verbal warning prior to write-up, they are able to bypass these requirements due to the policy being "guidelines". This cause multiple of my peers to leave the compan
ProsExcellent training, decent cafe, brightly-colored interior, comfortable desk-space/chairs, easy work
Consmanagement, lack of pay-incentives, loosely-held policy, small smoking section away from site
Customer Service Representative | Charlotte, NC | Jul 31, 2017
Good Company with a few bad eggs.
I believe this is a good company. Unfortunately, there are managers within it abusing their positions; falsely terminating good employees. No job stablity as a CSR unless you report everything wrong to Ombuds (like a union for employees) immediately as things occur. Do not be vocal about wrong doings by management if you want to keep your job. Severe retaliation though its prohibited within the company. Synchrony tries to cover up for these folks, who are questionable when it comes to INTEGRITY. The quality of an employee is not valued...very cut throat. No fixes to ongoing issues, but people lose jobs for the very issue they are unable to address. HR doesn't assess situations in its entirety. Therefore, has major bias. Managers who see their colleagues doing the wrong thing are scare to speak up but are quietly apologetic. Also, some managers are so focused on interviewing they forget to they actually have to manage teams and be advocates to their teams. Employees are not monetarily compensated enough for the abuse indured by customers and some staff. I find this company was more reputable as an employer when affiliated with GE. Its been down hill quality wise since transitioning to Synchrony. Very sad, because it could have truly been a great place to work if they focused on all people who worked there; whether it the employees be Exempt or Non-exempt. If upper management really knew what was going on, heads would role at the Charlotte site.
ProsMentor programs, Affinity Groups, Benefits (medical/dental but expensive), great people (with the exception of some corrupted staff), fun festivities
ConsWork ethic doesn't matter, You just have to know how BS in an interview for career advancement, Lots of positions are being filled by under qualified people, Managers abusing positions, Stats are everything though it's said quality is, Non-exempt employees are not respected equally as Exempt, Too much politics
Customer Service Representative | Merriam, KS | Jan 14, 2019
Wasn't for me.
I desperately wanted to loved Synchrony. However, the training was terrible and I very much felt set up for failure. It seemed like there was a lack of communication throughout trainers/management, as you would ask two different people the same question and get two different answers. Who are you supposed to believe? Very misleading and lots of promises made but no follow-through. You're told you can advance into a new role after six months, but later find out it's *actually* 9 months. Benefits are incredible, workplace is wonderful and the coworkers are awesome; it's almost enough to keep you there. If you're someone that wants to genuinely help the customer, though, you'll feel very frustrated and at a loss here as the training doesn't help you (beyond standard problems like fee waivers and taking payments; not the "hard" issues that are far too common) and far too often your question(s) will be passed up in the "help group chat" you're told to rely upon, if you can even get added into it at the start of your shift in the first place. Furthermore, you're given a time frame of 2-3 minutes to take care of everything. A lot of callers need longer than that; even if you know exactly what you're doing, if a caller wants to make a payment, find out their next due date, etc., all of which are easy questions, your call time is still going to add up. I personally didn't feel comfortable rushing callers off the phone. On top of this, you become a verbal punching bag for irate callers,
ProsCoworkers, work place, benefits, eventual job advancement
ConsTraining, lack of understanding, misleading, lack of support for new employees
Customer Service Representative | Rapid City, SD | Dec 19, 2017
Call Center
Synchrony Financial offers a lot of perks, and tries to make the work as comfortable as possible. For this they do an excellent job. But a call center is still a call center, and life at Synchrony is all about answering a phone and talking to customers. I worked in the installment department, and 9 out of 10 calls I handled involved customers making payments towards their installment loans. Seven of the ten phone calls also involved complaints to which the customer did in fact have valid reasons to complain. The installment department did not offer any type of online access to a customers account. The customer depended on a CSR rep to answer any and all questions pertaining to an account, since the customer could not in any way view their accounts and depended on monthly statements instead. Customer can't pay online, nor can they set up automatic withdrawals. Next to the complaints about not being able to access an account online, or make payments online, customers complained about the automated phone system, which was antiquated and touchy. It often timed out much to quickly if a customer took to long trying to enter their installment account number or their banking information. In the evening, the call volume was extreme, and there was a limited number of CSR reps available to handle the volume of calls. The work was monotonous, tedious and extremely repetitive. At times it was brutal and mind numbing because of having to do and read the same script, and say the same thing
ProsAttractive perks, and a comfortable environment
ConsRepetitive and monotonous
Manager | North Canton, OH | Jul 8, 2021
Overall Good Place...needs some fine tuning
Overall Synchrony is a good place to work. The benefits are great, pay is nice depending on where you are at. In Canton it one of the best companies to get in at. The company is big on culture and for the most part it is felt by the executive leaders but management is luck of the draw, you either get someone who cares or someone who just wants to get paid. If you are on the phones you need to have a tough skin, the calls are hard in collections and fraud but you know this going in and not much anyone can do about it. The other big issue is the company is smaller than they seem to put on so they are very numbers driven because they cannot afford to meet servicing goals. You feel this push a lot from managers who have not say in what goals are set and that creates the stress. So you have people who are not on the phone taking the calls creating the guidelines so there seems to be a lack of understanding. But if you can get past that and you are outgoing and ready to play the cooperate game this could be a good place for you. You have to jump through certain hoops to get promoted and it helps if you "build a network" and make friends with people. Overall, its a good job if you can get off the phones or you don't mind angry customers. The company needs to work on how the view metrics verse offering stress relief classes and tips every year because it doesn't help. They handled the pandemic wonderfully. They sent all their US employees home, paid for desks, computers, chairs, and
Prosremote, benefits, opportunity to grow
Consnumber driven; stressful calls; low staff
Customer Service Representative | Remote | Jun 2, 2022
Literally tethered/WFH only
The people are supportive and the pay and benefits are fair. They are doing their best to provide flexible schedules. I thought it would be more stressful. The one spot that is troublesome is that the information resources they provide are mostly excel based and not intuitive or fast. The titles on articles are not very helpful. The alternative would be to remember the number of the article but there are thousands and all the departments and clients are lumped into one library. It feels like looking for a needle in a haystack. I don't mind searching for info. I enjoy learning new things and figuring things out however, we're under very limited time constraints. The search feature is cumbersome, the articles don't have bullet points and are very lengthy and include several different topics. That's my biggest complaint. I wish they would find a better system that provides concise information for specific topics and then group information that is necessary at the same time ( for example: phone number/ hours of operation or Address/fax/required documents. It wastes time when we need to do 2-3 searches for each piece of info and then each piece is buried in a lengthy/wordy article in block text) They are developing an AI assistant for that purpose but the info that it provides is still limited. It's actually easier to memorize as much as possible as you go and then rely on memory to save time instead of looking things up to verify info. That can lead to problems when there are mu
ProsKind and supportive people
ConsI'd just like to be able to go to the bathroom when I need to go.
Fraud Analyst | Canton, OH | Mar 13, 2020
Be prepared to be yelled at on the phone non stop busy frustrating job
If you can't kiss but then this isn't the job for you. You will be put in a call que that is very difficult and you will fail. If the quality score doesnt get you first first. People com plain all the time yelling and cussing. Managers who don care about your well being. Its a call center typical clicks with no room to move to any department that isnt the phone. Other department stand around and talk aloe and don do anything while you don even get 5 minutes off the phone a day to use restroom. Told your breaks are for restrooms. They talk down to you there and want to argue and be right about everything in the fraud department. The whole they care about people is a joke they will home 5000 agents in india and 2000 in philippines and only a few hundred in us because they don care if people can speak english or if its hard to understan d they need to pay them less because us agents cost too much to them. You do the best you can there and its not enough. You get dirty looking and people standing in your way or not moving out your way when you are walking when you need to get to your seat. They let some employees sito on there cell phones on the floor during busy call hours and dont punish them because they are favorites but quick to write other up if you are not buddy buddy with them. The whole department is like a big cult. Its so dreadful going to work there , no one want to be there and the people who do want to be there don do any work just stand around alot.
Customer Service Representative | Merriam, KS | Jan 6, 2017
Passionate and driven,responsible,bold,caring and a company that shows honesty.We believe people matter.
First and foremost, I build relationships. I know that everyone’s ambition is unique, and that is why I'm dedicated to immersing myself in the ’ business to fully understand our customers, objectives, and challenges. My customers can count on me to go the extra mile to earn their loyalty and stay a step ahead of their needs. Most importantly, I ask ourselves every day what can I bring to the table to bring closer to achieving my goals and ambition in helping fill my customer needs Then, I do It.I learned that staying dedicated will improving the success of my goals and the quality of every life I touch.Management builds relationships with our needs at the center of everything we do. They work with you to understand what your needs are and assist you in meeting your goal.My coworkers help strengthen my relationships, creating greater possibilities for growth By working together as a team.The hardest part of the job staying in one position not exploring opportunities for growth.The most enjoyable part of the being part of a organization that strengthen relationships, creating greater possibilities for growth.And leadership and expertise that put your needs—and the customers—first. A organization that cares.
Prosa dynamic environment, alongside leaders in the industry forward thinkers who drive innovation and results.
ConsCan no work more than 12 hours a day

Questions And Answers about Synchrony

How often do you get a raise at synchrony?
Asked Aug 19, 2021
Answered Sep 29, 2022
Answered Sep 16, 2022
How long does it take for them to contact you after your onsite interview and offer you the job ?
Asked Nov 14, 2017
I had the phone interview, scheduled the in person interview and the same day they told me to hold tight, they had hr review my information and I was told I was hired as long as I passed the background and drug test. It took 3 week for orientation which was perfect if you're a person who likes to put in 2 week notices. I've been here since 4 years now.
Answered Aug 25, 2022
After your 2nd interview, they tell you that someone will contact via phone or email in 5 to 7 business days but I didn't get an offer call back for a month. If you accept the offer, then training does not start for another month. The entire process for me from when I applied to the actual day I started was 4 months so keep looking for a job in between trying to land this job if you can't afford to wait.
Answered Apr 23, 2022
What is the best part of working at synchrony?
Asked Feb 29, 2020
Clear leadership direction.
Answered Jun 11, 2022
Answered Jun 8, 2022
What tips or advice would you give to someone interviewing at synchrony?
Asked Aug 20, 2018
Be patient
Answered Aug 12, 2022
Look at the key responsibilities and make sure you have an example specific to those requirements. This feedback was provided to me when I was not selected for a position but I made sure I did exactly what was recommended and am starting a role in 2 weeks. Always be positive, confident and friendly too. :)
Answered Aug 2, 2022
What is the interview process like at synchrony?
Asked May 23, 2016
You apply online and take an assessment quiz which is just a time wasting game. You then pick a date and time for your phone interview which can take place within a day if you want. The phone interview is just with a low level HR person who lists off questions in a robotic fashion and types them into their computer. I was told it'd be a month before the training began, so prepared to go without pay for a month if you're not employed. I tried to be engaging with the rep and there was no interest on their end to talk interpersonally. Standard interview questions so be prepared with *specific* examples of workplace customer service you've encountered, or have some made up prior to the call if you have to. Nail that and you'll be set up for an on-site interview. Again its more of the same but this time you're in the room with a couple people. It can be intimidating if you're not used to it but you're just being asked the same basic questions that are common in any interview. They're just looking to check off boxes so keep that in mind and don't worry, but more importantly they're just looking to see how you engage with people more than anything. Good luck.
Answered Aug 30, 2019
Friendly and casual
Answered Sep 19, 2018