GreenSky Administrative Services LLC

  • Department Operations Manager - Customer Escalations Team

    Job Location(s) US-KY-Crestview Hills
    Posted Date 1 month ago(12/6/2018 7:33 PM)
    Job ID
    2018-1077
    # of Openings
    1
    Category
    Management
  • Overview

    Position: Department Operations Manager - Customer Solutions Team

     

    Overview:

    We have an immediate career opportunity for a site leader position to oversee our Crestview Hills, KY facility and directly manage Front Line Managers who in turn manage front line contact center agents. The ideal candidate will have a minimum of 5-7 years of complaints management experience. Bankcard complaints management and knowledge of Visa/MasterCard chargeback policies are strongly preferred. Possessing a practical understanding of compliance rules and regulations is essential. Possessing the ability to manage a critical function including employees and policies in a dynamic fast paced environment will be an essential requisite for the successful candidate. Candidates must be able to communicate with senior management, agents, sales personnel, and merchants in a clear, calm, and effective manner under various challenging situations. This individual will be responsible for reporting root cause analyses and facilitating and implementing appropriate action plans.

     

    ESSENTIAL DUTIES & RESPONSIBILITIES:

    • Provide leadership, support and guidance to the Complaints Management Team.
    • Manage and report complaint trends, looking for compliance issues & opportunities for improvement.
    • Manage policies that minimize compliance risk.
    • Evaluate current Risk management strategies and make recommendations for change.
    • Facilitates root-cause analyses of complaints and participates more broadly in development of action plans to improve compliance and customer experience and reduce risk.
    • Manage Complaint Specialists to ensure effective workflow in support of the customer service schedule.
    • Works with other departments to ensure implementation and completion of action plans.
    • Analyzes data from complaints, looks for trends and prepares reports and presentations for management as part of the overall compliance team.
    • Read, analyze and consult with staff attorney or general counsel to ensure compliance with existing and new legislation.
    • Actively manage and continuously improve workflow management to ensure effective use of resources and adherence to service level agreements.
    • Implement best-in-class processes and practices for maintaining and exceeding productivity and quality service level agreements. Actively manage analyst capacity and the triggers for creating investigations to balance investigation supply and demand.
    • Provide focused feedback loops for analysts and teams based on crisp performance and quality data. Develop and reward strong performers.
    • Work with customer service, sales, collections and credit teams to ensure operational efficiency.
    • Work with the IT team to articulate and prioritize feature needs for investigation tool sets.
    • Recruit top-quality analysts. Develop employees and their skill sets to expand the team's capabilities and provide growth opportunities for future GreenSky leaders.

    Location: Crestview Hills, KY

     

    Travel:  Some travel between Crestview Hills, KY and Atlanta, GA

    Duties & Responsibilities

    Required Skills & Qualifications:

    • 5+ years of experience in Complaints management, preferably in the Bankcard processing industry and preferably managing the entire risk life cycle of customer accounts.
    • 2+ years' previous management experience with demonstrated leadership skills.
    • BA/BS Finance, Economics, Business, or related field.
    • Must be responsive to customer needs, possess a passion for quality, and have a history of strong results.
    • Must have experience managing and mentoring staff, providing constructive feedback and coaching, administering HR policies, conducting constructive performance reviews, and disciplinary processes.
    • Must have compelling communication and influencing skills to win the support of senior management and influence strategic decisions.
    • Must be able to develop an operational environment that supports the generation and full implementation of innovative ideas.
    • Must have strong analytical and customer service skills.
    • Must have advanced computer skills (MS Word, Excel, and Outlook).
    • Must be willing to travel quarterly.

     

    At GreenSky, we promote an environment that thrives on innovation. To deliver effective solutions that meet customer challenges, GreenSky employs an open, standards-based approach to business and service oriented innovation.

     

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