GreenSky Administrative Services LLC

  • Front Line Manager - Customer Service

    Job Location(s) US-GA-Atlanta
    Posted Date 4 weeks ago(8/22/2019 2:07 PM)
    Job ID
    # of Openings
    Customer Service
  • Overview

    GreenSky is one of the fastest growing Financial Technology companies in America.  We make it easy for businesses of all sizes to offer credit to their customers with a fast and paperless solution. With billions of dollars in loans and hundreds of thousands of satisfied customers, GreenSky is quickly changing the consumer credit marketplace.  We have a great team, are growing quickly, and are backed by some of the leading investors in the world.  


    Our corporate headquarters is located in the financial technology hub of Atlanta, GA.


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


    Position:  Front Line Manager – Customer Service



    • The ideal candidate will have a minimum of 5-8 years of complaints management/disputes resolution experience
    • Experience in Bankcard complaints management are strongly preferred
    • Possess a practical understanding of compliance rules and regulations is essential.
    • Possess 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.
    • The Candidate must be able to communicate with senior management, agents, sales personnel, and merchants in a clear, calm, and effective manner under various challenging situations.

    Duties & Responsibilities

    • Implement best-in-class processes and practices for maintaining and exceeding productivity and quality service level agreements every day
    • Actively manage specialist capacity, team backlog and the triggers for creating investigations to balance i supply and demand; levels-out workload as required within the team
    • 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 and report complaint trends, looking for compliance issues & opportunities for improvement, prepares reports and presentations for management as part of the overall complaints’ resolution team.
    • Proactively work with other departments (e.g. Sales) to ensure implementation and completion of action plans
    • Collaborate with management to create and implement process improvement
    • Escalate to senior management when required


      • Provide leadership, support and guidance to the Complaints Management Team.
      • Set the example of customer service in complaints resolution, sense of urgency, and professionalism for the entire Customer Service Team.
      • Leads regular Customer Service team Huddle meetings, to assign tasks and track what was accomplished, what is going to be accomplished today, and to identify road blocks while generating a sense of urgency, responsibility and accountability within the team
      • Coach & Mentor team members on performance; Provide focused & actionable feedback loops for specialist based on crisp performance and quality data. Develop and reward strong performers.
      • Manage Policies & Procedures that minimize compliance risk.
      • Ensure the highest level of professionalism when communicating with customers.
      • Evaluate current Risk management strategies and make recommendations for change.
      • Actively manage and continuously improve workflow management to ensure effective use of resources and adherence to service level agreements.
      • Audit active and completed cases periodically
      • Provide ongoing development for new & existing associates in customer support/resolution best practices


    Shifts:  First and second shift available.  As a member of GreenSky’s upper management Leadership Team, occasional evenings and weekends will be required.


    Location:  Atlanta, Georgia – minimal travel required


    Organizational:  This position is a member of the Risk Operations Team and reports to the Director of Operations.

    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.
    • 3+ years’ previous management experience with demonstrated leadership skills.
    • BA/BS Finance, Economics, Business, or related field.
    • Flexibility and ability to thrive in a rapidly changing, fast-paced and entrepreneurial 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.
    • Skilled communicator with ability to influence others.
    • Proficient use of MS Visio, Excel and other MS Office applications.
    • Successful completion of background check.
    • Highly organized and efficient with a proven ability to think both strategically and tactically.
    • Demonstrated ability to make satisfied customers a priority; polite and courteous to all and able to handle difficult customers with respect
    • Demonstrated technical problem solving abilities
    • Passion about customer satisfaction and a commitment to diversity of thought and consideration of different ideas


    Preferred Qualifications:


    • In depth knowledge of card transactions and Visa/MasterCard regulations preferred. 
    • Strong knowledge of Visa/MasterCard chargeback processes and regulations.
    • MBA degree.
    • Strong/excellent financial skills ability to decision complex accounts and understand risk implications.
    • Adept at preparation and analysis of financial statements to measure and monitor the performance of the merchant relationship and portfolio asset.


    GreenSky is an equal opportunity employer and will not discriminate against any employee or applicant on the basis of age, color, disability, gender, national origin, race, religion, sexual orientation, veteran status, or any classification protected by federal, state, or local law.


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