Headquartered in Atlanta, GreenSky is among the top 3 most valuable U.S. financial technology companies established since 2000, and our $1.0 billion Initial Public Offering marked the largest U.S. Technology IPO of 2018. Our mission is simple. We power commerce. Our highly scalable, proprietary technology platform enables over 12,000 merchants to offer frictionless promotional payment options to consumers at the point-of-sale, driving increased sales volume and accelerated cash flow. Our bank partners leverage GreenSky’s technology to provide loans to super-prime and prime consumers nationwide. Since our inception, over 1.7 million consumers have financed over $12 billion of commerce using our paperless, real time “apply and buy” technology. For more information, please visit https://www.greensky.com.

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

Position:  Customer Solutions Advocate I

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.

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.
• Keeps accurate, complete and up-to-date logs and ensures logs are distributed in a timely manner.
• Promote and nurture the highest standards of professionalism, ethics and compliance.

Shifts vary, and cover hours from 8am to 10pm Monday through Friday. Each shift will be 9 hours with an hour for lunch or dinner. Your off days will be Saturday and Sunday. The Customer Solutions Team is open 363 days/year (closed Thanksgiving and December 25^th).

Location:  Remote

Organizational:  This position is a member of the Risk Operations team and reports to the Front Line Manager, Customer Solutions.

Required Skills & Qualifications:

• 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:

• 2+ years of experience in complaints processing, preferably in the Bankcard processing industry.
• 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.