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.  We are looking for great talent to help us continue our rapid growth!

The Director of Collection Controls is responsible for defining and executing a set of standards to aid Collection department management in maintaining an efficient and effective quality control system for managing operational outcomes. This includes but is not limited procedural documentation, procedural change control, and 1^st line quality assurance management, and serving as the liaison for internal and external 2^nd and 3^rd line audit activities. Further responsibilities include the facilitation of ongoing process improvement through the identification and prioritization of initiatives and management of a dedicated team of 3-8 exempt and non-exempt employees.

• Oversee the use of a consistent template for the development of departmental procedures and policies containing detailed work instructions with clearly defined responsibilities, process maps, risk mitigation controls and metrics, as well as key performance indicators based on customer critical to quality items to ensure performance expectations and compliance with regulatory requirements and GreenSky policies.
• Develop, implement, and oversee a process for managing procedure change control to ensure all documented procedures are what is understood and practiced at the operational level.
• Develop, implement, and oversee a program for sampling production results to ensure consistent adherence to established procedures and policies.
• Function as liaison and point of escalation for internal customers as well as 2^nd and 3^rd line auditors. Responsibilities include ensuring information related to customer complaints or audits for the Collection department is gathered, reviewed for accuracy, and delivered timely; corrective actions are defined and implemented; and measures are developed and put in place to ensure ongoing performance.
• Build and maintain effective working relationships with Legal, Compliance, Q/A, MCP, Strategic Relationship Management, and Risk Management senior leaders.
• Plan, design, implement, and maintain a quality improvement program designed to solicit continuous process improvement within the Collection department.
• When necessary, prepare and administer corrective performance improvement counseling and developmental action plans meant to resolve employee performance issues and retain the employee as a productive team member.
• Ensure completion of Company required activities such as benefits selection, password updates, training, etc.
• Evaluate key performance indicators associated with designated operational processes. Recommending work strategies, pinpointing financial and quality areas of opportunity, and selecting appropriate courses of action.
• Participate in and facilitate information sharing with your manager, business partners, peers, and direct reports in a timely and efficient fashion to ensure widespread communication.
• Assess and enhance direct report's performance related to the GreenSky and Collection’s and Recovery values, vision, brand, and procedures/policies.
• Accurately forecast and aggressively manage departmental finances and ensure compliance with GreenSky expense policies.
• Other job duties as assigned.

Required Competencies:

• Demonstrated integrity and value commitment
• Proven ability to set and obtain goals
• Outstanding behavioral coaching and development skills
• Excellent interpersonal and motivation skills
• Superior verbal and written communications skills
• Strong time management and prioritization skills
• Established cognitive skills
• Displayed sense of ownership in relation to attitude and actions, assignments, and event outcomes
• Able to exercise independent judgment and discretion in matters of significance
• Detail oriented

Required Qualifications:

• Bachelor’s Degree or equivalent experience
• 3+ years’ experience leading the development of operational controls and quality assurance initiatives
• 2+ years’ supervisory experience
• 1+ years’ experience managing teams that lead change initiatives associated with complex end-to-end processes

Preferred Qualifications:

• Graduate Degree
• Certified Six Sigma Greenbelt or other quality/standardization program experience such as TQM, ISO 9000, etc.
• Knowledgeable in FDCPA, TCPA, FCRA, HIPAA, privacy laws, and CFPB guidelines
• Large call center operations background, including experience with sophisticated call center technology

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.