Vice President of Customer Solutions

GreenSky Administrative Services • Atlanta, GA

10d • Hybrid

About The Position

GreenSky 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. GreenSky’s 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 GreenSky’s technology to offer and make loans to primarily super-prime and prime consumers nationwide. Since GreenSky’s inception, nearly 6 million consumers have financed more than $50 billion of commerce using GreenSky’s real time “apply and buy” technology. Looking for great talent to help us continue our rapid growth! The Vice President of Customer Solutions oversees all aspects of the processes and tools that support GreenSky’s 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.

Requirements

• 8+ 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.

Nice To Haves

• Bachelor’s degree in Business Administration, Finance, or related field; MBA or equivalent advanced degree preferred
• Knowledge of financial services, banking or IT.
• Experience in supporting the operational needs of a call center.

Responsibilities

• Management of the processes and process employed by GreenSky’s 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 company’s fintech objectives and customer experience standards
• Leads, mentors, and inspires a team of managers and customer service representatives to achieve performance goals and deliver best-in-class support
• Analyzes customer feedback and service metrics to identify trends, opportunities, and areas for improvement; implements data-driven initiatives to enhance service quality
• Collaborates with product, technology, and compliance teams to ensure seamless integration of new fintech offerings and regulatory changes into customer support processes
• Drives the adoption of innovative technologies, such as AI-powered chatbots and CRM platforms, to streamline operations and improve customer engagement
• Establishes and monitors KPIs for customer satisfaction, first-contact resolution, call center efficiency, and employee engagement
• Oversees escalations and complex issue resolution, ensuring timely and satisfactory outcomes for high-value clients and critical incidents
• Champions a culture of continuous improvement, professional development, and operational excellence throughout the call center organization
• Prepares and presents regular reports on customer solutions performance to executive leadership
• Promote and nurture the highest standards of professionalism, ethics and compliance.

Benefits

• a full suite of medical, dental, vision, disability insurance, life insurance, 401k retirement benefits, paid time off, paid holidays, and paid personal/sick time

What This Job Offers

• Job Type: Full-time
• Career Level: Executive