Platform Solutions - Greensky - Customer Solutions Advocate Specialist - Remote

GreenSky, A Goldman Sachs Company - Platform Solutions (PS)

The Advocate Specialist will focus on maintaining customer relationships while maximizing liquidations and cures through a consultative approach. We are hardworking, flexible professionals looking for long-term success and stability.

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.
• Promote and nurture the highest standards of professionalism, ethics and compliance.
• Resolves issues or provides explanation to complainant & responds to client, partners or others as necessary within time restrictions
• Keeps accurate, complete and up-to-date logs and ensures logs are distributed in a timely manner.
• Investigates all actions on accounts subject to complaints, looking for compliance issues & opportunities for improvement & coordinates work of others investigating.
• Facilitates root-cause analyses of complaints and participates more broadly in development of action plans to improve compliance and customer experience and reduce risk.

Shifts vary, and cover hours from 8am to 8pm 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 25th).

Location: Remote but needs to live within 100 miles of Atlanta, GA, Cincinnati, OH, Phoenix, AZ, Richardson, TX or Draper, UT

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.
• Aggressive, persistent and inquisitive personality.
• Strong analytical, problem solving and decision-making skills.
• Proficient use of MS Word, Excel and other MS Office applications.
• Demonstrated ability to think creatively and to innovate.

Desired but not required Qualifications:

• 2+ years of experience in complains processing, preferably in the Bankcard processing industry.
• Strong/excellent ability to decision complex accounts and understands risk implications
• In depth knowledge of card transactions and Visa/MasterCard regulations preferred.
• BA/BS Finance, Economics, Business or other related field.

ABOUT GOLDMAN SACHS

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