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 Solutions

Overview: 

Our Customer Solutions Team manages customer dissatisfaction caringly, efficiently, thoroughly, and timely.  They handle escalated or complex issues  and provide GreenSky customers resolutions to their complaints and escalated requests.

• 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
• 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
• The candidate must be able to communicate with senior management, agents, sales personnel, and merchants in a clear, calm, professional and effective manner, verbally and/or in writing, under various challenging situations

• PROCESS LEAD FOR THE TEAM (“pod”)
  • Implement best-in-class processes and practices for maintaining and exceeding productivity and quality service level agreements every day
  • Actively manage specialist capacity, and team’ case backlog to balance supply and demand; balances 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
• PEOPLE MANAGEMENT & LEADERSHIP
  • 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 Solutions Team
  • Leads regular Customer Solutions team huddle meetings, to assign tasks and track what was accomplished, what is going to be accomplished today, and to identify roadblocks 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, agents, merchants and all internal partners
  • 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 practicea

Shifts:  Monday-Friday, 11:00 am – 8:00pm (EST).  As a member of GreenSky’s upper management Leadership Team, occasional evenings and weekends may be required.

Location:  Atlanta, Georgia – minimal travel required

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

• 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 innovative 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 motivate and lead others
• Proficient use of MS Word, 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
• Demonstrated effective leadership of a team of 8 or more front line agents in a call center environment

Preferred Qualifications:

• MBA degree
• Strong/excellent financial skills with ability to decision complex accounts and understand risk implications
• Proficient use of Salesforce

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.