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 for support 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.

MAJOR TASKS, RESPONSIBILITIES, AND KEY ACCOUNTABILITIES

• Manages the resolution process for issues that may require escalation and partners with Citi and the 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 the 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 a resolution.NATURE AND SCOPE
  
  • 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 workgroup: assign and review work, train and contribute to performance appraisal (but not hiring, firing, or disciplinary action).
    ENVIRONMENTAL JOB REQUIREMENTS
    
    Environment: 
    Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
    
    Travel: 
    Typically requires overnight travel less than 10% of the time
    
    Additional Environmental Job Requirements:
    
    • Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
    • Typically requires overnight travel less than 10% of the time.