GreenSky Customer Solutions Advocate in Crestview Hills, Kentucky
Leading Atlanta, Georgia based technology enabled consumer loan originator and servicer. This privately held company has developed a highly scalable loan origination and servicing platform and unique loan origination tools to deliver a differentiated level of service to its multiple stakeholders, including bank partners, merchant and retailer channel partners, consumers and borrowers. Leveraging proprietary mobile technology, the Company is currently experiencing exceptional growth in both accounts and profitability.
Our corporate headquarters is located in Atlanta, Georgia with a second operational facility in Crestview Hills, Kentucky.
Position: Customer Solutions Advocate
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.
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.
Shifts vary, and cover hours from 6am to 1am. Each shift will be 9 hours with an hour for lunch or dinner. You will be off two days in the 7 day week. The Customer Solutions Team is open 363 days/year (closed Thanksgiving and December 25th).
Location: Crestview Hills, KY
Organizational: This position is a member of the Customer Solutions Team and reports to a Front Line Manager, Customer Solutions.
Required Skills & Qualifications:
2+ years of experience in complains 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.
Bilingual, Spanish/English preferred.
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.
Keyword: Customer Complaints
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