Vice President of Customer Solutions at GreenSky Administrative Services

OverviewAbout GreenSkyGreenSky LLC headquartered in Atlanta is a leading technology company Powering Commerce at the Point of Sale for a growing ecosystem of merchants consumers and banks. GreenSkys highly scalable proprietary and patented technology platform enables merchants to offer frictionless promotional payment options to consumers driving increased sales volume and accelerated cash flow. The GreenSky Program is operated on behalf of and financing is offered and made by federally insured federal or state chartered financial institutions which leverage GreenSkys technology to offer and make loans to primarily super-prime and prime consumers nationwide. Since GreenSkys inception nearly 6 million consumers have financed more than $50 billion of commerce using GreenSkys real time apply and buy technology.Looking for great talent to help us continue our rapid growth!Position: Vice President of Customer Solutions (CST)Location: Atlanta GA (Hybrid)Organizational:This position is a member of the Operations department and reports to the SVP of Customer Solutions.Overview: The Vice President of Customer Solutions oversees all aspects of the processes and tools that support GreenSkys Customer Solutions Team and Complaints Management. This is a key leadership role within our fintech call center responsible for designing implementing and optimizing complaint management strategies that drive satisfaction retention and business growth. The person filling this role will have the versatility to roll up their sleeves to ensure that the job is done correctly and the leadership skills to build and manage a team of highly motivated Front Line Managers and Customer Solutions Advocates. Duties & ResponsibilitiesManagement of the processes and process employed by GreenSkys contact center used in the servicing the needs of our customers. The VP of CST will be responsible for the proper employment management and audit of these systems. This role will also be responsible for the troubleshooting of these processes and tools in the event that issues arise. This role will also be responsible for the development of enhancements to these processes and tools.Develops and executes the overall customer solutions strategy for the call center aligning with the companys fintech objectives and customer experience standardsLeads mentors and inspires a team of managers and customer service representatives to achieve performance goals and deliver best-in-class supportAnalyzes customer feedback and service metrics to identify trends opportunities and areas for improvement; implements data-driven initiatives to enhance service qualityCollaborates with product technology and compliance teams to ensure seamless integration of new fintech offerings and regulatory changes into customer support processesDrives the adoption of innovative technologies such as AI-powered chatbots and CRM platforms to streamline operations and improve customer engagementEstablishes and monitors KPIs for customer satisfaction first-contact resolution call center efficiency and employee engagementOversees escalations and complex issue resolution ensuring timely and satisfactory outcomes for high-value clients and critical incidentsChampions a culture of continuous improvement professional development and operational excellence throughout the call center organizationPrepares and presents regular reports on customer solutions performance to executive leadershipPromote and nurture the highest standards of professionalism ethics and compliance.Required Skills/Qualifications8 years of experience in a managerial role of an operational department or team.Demonstrated ability to understand document and improve business processes.Meticulous skills and attention to detail with a verifiably excellent performance track record. Ability to multi-task and manage changing priorities.Highly proficient technical skills (Microsoft Outlook Excel Word Power Point Project).Experience working in a highly demanding and fast-paced environment. Must be able to work autonomously and be able to handle time sensitive changes and deadlines with composure and confidence. Flexible/resourceful to adapt to ever changing needs and deadlines.Experience working with highly confidential information. Highest degree of integrity professionalism diplomacy and discretion required.Must be a resourceful and independent thinker demonstrating good judgment and decision making capabilities. Ability to anticipate and address issues and needs.Ability to handle multiple tasks efficiently and effectively and meet tight deadlines.Must be a self starter with excellent organization and prioritization skills.Excellent verbal and written communication skills. Strong coordination skills. Good interpersonal skills and an ability to influence peers and minimize gridlocks.Desired but not required Qualifications:Bachelors degree in Business Administration Finance or related field; MBA or equivalent advanced degree preferredKnowledge of financial services banking or IT.Experience in supporting the operational needs of a call center.Our compensation structure is designed to reflect the cost of labor across various U.S. geographic markets. The base salary for this role ranges from $150000 per year to $225000 per year. Compensation will be determined by several factors including relevant knowledge skills and experience. This role is also eligible to receive an annual bonus within a comprehensive total rewards package alongside a full suite of medical dental vision disability insurance life insurance 401k retirement benefits paid time off paid holidays and paid personal/sick time. For further details please visit anticipate that this position will remain open for at least 5 days and candidates are encouraged to apply through our internal or external career sites.If you have any questions about this job posting please contact 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.Required Experience:Exec Key Skills Change Management,Financial Services,Growing Experience,Managed Care,Management Experience,Analysis Skills,Senior Leadership,Performance Management,Process Management,Leadership Experience,negotiation,Analytics Employment Type : Unclear Experience: years Vacancy: 1