GreenSky Administrative Services LLC

  • Bilingual Customer Solutions Advocate

    Job Location(s) US-GA-Atlanta
    Posted Date 5 days ago(2/11/2019 11:20 AM)
    Job ID
    2019-3732
    # of Openings
    1
    Category
    Customer Service
  • Overview

    Leading Atlanta, Georgia based technology enabled consumer loan originator and servicer. This privately held company has developed a highly scalable loan origination and servicing platform and unique loan origination tools to deliver a differentiated level of service to its multiple stakeholders, including bank partners, merchant and retailer channel partners, consumers and borrowers. Leveraging proprietary mobile technology, the Company is currently experiencing exceptional growth in both accounts and profitability.

     

    Our corporate headquarters is located in Atlanta, Georgia. 

     

    Looking for great talent to help us continue our rapid growth.

     

    Position: Bilingual (Spanish/English) Customer Solutions Advocate.

     

    Position Overview:    

    The ideal internal candidate will have a minimum 1+ years of experience with consumer complaints. Bankcard complaints experience is strongly preferred. Possessing a practical understanding of compliance rules and regulations is essential. In this role, this individual will be responsible to thoroughly investigate customer concerns and the resolution thereof, including root cause analyses and facilitate and implement appropriate action plans. Candidates must be able to communicate with management, agents, sales personnel, and merchants in a clear, calm, and effective manner to ensure company learning and improvement can be managed through such communication.

     

    Location:  Atlanta, Georgia. Little, if any travel required.

     

    Organization:  This position is a member of the Customer Solutions team and reports to the Front Line Manager.

     

    Shifts:   Shifts are 12-9 pm, 1-10 pm, 2-11 pm, or 3 pm – 12 am and you will work Monday through Friday and one Saturday or Sunday.  Shifts are primarily 9 hours with a 1 hour unpaid lunch.  Most agents are required to work at least 1 weekend day per week.  The call center is open 363 days/year, we are closed on Thanksgiving and Christmas.

     

     

    Duties & Responsibilities

    Duties & Responsibilities:   

    • Acknowledges receipt of complaints, grievances, and other adverse items, logs them accurately and on time and notifies appropriate parties promptly.
    • Investigates all actions on accounts subject to complaints, looking for compliance issues & opportunities for improvement & coordinates work of others investigating.
    • Resolves issues or provides explanation to complainant & responds to client, partners or others as necessary within time restrictions
    • Facilitates root-cause analyses of complaints and participates more broadly in development of action plans to improve compliance and customer experience and reduce risk.
    • Works with other departments to ensure implementation and completion of action plans.
    • Keeps accurate, complete and up-to-date logs and ensures logs are distributed in a timely manner.
    • Analyzes data from complaints, looks for trends and prepares reports and presentations for management as part of overall compliance team.
    • Reads, analyzes and consults with staff attorney or general counsel to ensure compliance with existing and new legislation.
    • Work with customer service, sales, collections and credit teams to ensure operational efficiency.
    • Work with IT team to articulate and prioritize feature needs for investigation tool sets.
    • Promote and nurture the highest standards of professionalism, ethics and compliance.

     

     

    Required Skills/Qualifications

    Required Skills & Qualifications:  

    • Must be a current GreenSky employee
    • 2+ years of experience in complains processing, preferably in the Bankcard processing industry
    • Flexibility and ability to thrive in a rapidly changing, fast-paced environment.
    • Excellent written, verbal, facilitation and presentation skills.
    • Demonstrated ability to think creatively and to innovate.
    • Strong analytical, problem solving and decision-making skills.
    • Aggressive, persistent and inquisitive personality.
    • Proficient use of MS Word, Excel and other MS Office applications.

    Desired but not required Qualifications:

    • BA/BS Finance, Economics, Business or other related field.
    • In depth knowledge of card transactions and Visa/MasterCard regulations preferred.
    • Strong/excellent ability to decision complex accounts and understands risk implications.
    • Bilingual, Spanish/English preferred.

     

    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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