Vice President of Customer Solutions

GreenSky®

Sandy Springs (GA)

Hybrid

USD 150,000 - 225,000

Full time

14 days+

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Benefits offered by this job

Annual bonus

Medical, dental, vision insurance

401k retirement benefits

Paid time off

Job summary

A leading fintech company is seeking a Vice President of Customer Solutions in Sandy Springs, GA. This key role oversees customer service operations and leads a team to enhance customer satisfaction. Candidates should have over 8 years of managerial experience, strong analytical and communication skills, and the ability to navigate fast-paced environments. The position offers competitive compensation ranging from $150,000 to $225,000 annually, along with comprehensive benefits and a hybrid work environment.

Qualifications

8+ years of experience in a managerial role of an operational department or team.
Ability to multi-task and manage changing priorities.
Excellent verbal and written communication skills.

Responsibilities

Oversees processes in the contact center for customer servicing.
Develops customer solutions strategy for the call center.
Analyzes customer feedback for improvement opportunities.

Skills

Management skills

Analytical skills

Technical proficiency (Microsoft Office)

Communication skills

Education

Bachelor's degree in Business Administration, Finance, or related field

Tools

Microsoft Outlook

Excel

PowerPoint

Job description

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!

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 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.

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

Qualifications

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

Desired but not required Qualifications

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

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 $150,000 per year to $225,000 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 https://www.greensky.com/benefits.

We 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 recruiting@greensky.com.

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.

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