GreenSky Administrative Services LLC

Customer Solutions Advocate

Job Location(s) US-GA
Posted Date 1 week ago(10/13/2021 10:05 AM)
Job ID
2021-4698
# of Openings
10
Category
Customer Solutions

Overview

 

We are hiring a Full-time Customer Solutions Advocate to join our Risk Operations Team! Great perks! Benefits start on day one! Competitive pay and monthly incentive bonus!

 

This is a remote position (candidate must live within 200 miles of Crestview Hills, KY or Atlanta, GA)

 

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.

 

Overview:

 

The ideal candidate will have a minimum 2+ 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.

 

Shifts: Shifts available between 9:00am - 7:00pm (EST), Monday - Friday

 

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:

  • 2+ years of experience in complaints 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.

 

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.

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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