• Job Description

  Req#: 111565

  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.
  • 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.
  • Keeps accurate, complete and up-to-date logs and ensures logs are distributed in a timely manner.
  • Promote and nurture the highest standards of professionalism, ethics and compliance.

  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.
  • 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:

  • 2+ years of experience in complains processing, preferably in the Bankcard processing industry.
  • 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

  ABOUT GOLDMAN SACHS

  At Goldman Sachs, we commit our people, capital and ideas to help our clients, shareholders and the communities we serve to grow. Founded in 1869, we are a leading global investment banking, securities and investment management firm. Headquartered in New York, we maintain offices around the world.

  We believe who you are makes you better at what you do. We're committed to fostering and advancing diversity and inclusion in our own workplace and beyond by ensuring every individual within our firm has a number of opportunities to grow professionally and personally, from our training and development opportunities and firmwide networks to benefits, wellness and personal finance offerings and mindfulness programs. Learn more about our culture, benefits, and people at GS.com/careers.

  We’re committed to finding reasonable accommodations for candidates with special needs or disabilities during our recruiting process. Learn more: https://www.goldmansachs.com/careers/footer/disability-statement.html

• About the company

  The Goldman Sachs Group, Inc., is an American multinational investment bank and financial services company headquartered in New York City.

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