Customer Service Team Leader

US-UT-Salt Lake City
Job ID
2017-15904
Schedule Type
Full Time
Level
Analyst
Function(s)
Consumer Banking
Americas
Division
Consumer and Commercial Banking Division
ODP Operations
Employment Type
Employee

MORE ABOUT THIS JOB

CONSUMER AND COMMERCIAL BANKING

In Goldman Sachs Bank USA, we offer a wide range of solutions to help our customers meet their financial goals. Our teams seek to provide the highest level of customer service and support in everything we do. The Bank offers high yield savings accounts and a variety of loan products to individuals and private bank, corporate and community clients. Our savings products include an online savings account and certificates of deposit in a variety of terms.

 

Consumer and Commercial Banking brings innovative solutions to traditional banking activities. We are a global team of lenders, investors, risk managers, skilled marketers, web experts and banking specialists. We provide a suite of solutions to help our customers meet their personal financial goals. We make direct investments in, and risk manage, a portfolio of corporate loans and securities. And we help transform distressed communities through investments and loans of private capital.

 

Digital Finance, a subdivision of CCBD, is composed of the firm’s digitally-led consumer businesses which include the global online consumer deposits business and the US online consumer lending business, the firm’s first-ever direct-to-consumer platform built from the ground up. Digital Finance combines the strength and heritage of a 147-year-old financial institution with the agility and entrepreneurial spirit of a tech start-up. This unique dynamic allows us to help our customers achieve financial progress through customizable solutions that are grounded in value, transparency and simplicity.

RESPONSIBILITIES AND QUALIFICATIONS

  • Lead, manage and supervise the day-to-day operations of a team of 15-18 customer service representatives
  • Monitor and evaluate performance of the team, rewarding behaviors and/or performance when appropriate; address performance and behavioral issues as they arise
  • Train, provide direction, and enforce policies and standards to help the staff achieve departmental goals and objectives
  • Establish schedules for team members
  • Assist with interviewing and selection of team members and serve as a role model/mentor to your team and others
  • Conduct weekly one-on-ones and biweekly staff meeting as well as on-the-spot coaching / feedback
  • Monitor calls and work closely with the QA teams to closely manage ongoing professional and personal development of operations team members
  • Create and maintain an environment with intense focus on customer satisfaction and professional customer support balanced with consistent achievement of standard business objectives
  • Provide hands-on assistance to team members while serving as an escalation point for the operation's customer issues and complaints.
  • Offer guidance to the management team in such areas as real time operational performance, ensuring that service level targets are achieved as set by the business.
  • Recommend improvements in business processes and ensure optimal resource utilization and audit compliant administrative process and strategy.
  • Monitor and evaluate performance of the team, rewarding behaviors and/or performance when appropriate as well as addressing performance and behavioral issues as they arise.
  • Assists in project planning and identification of issues by monitoring projects and delivering the improvement/process on time.

Qualifications

  • Three plus years of customer service management and/or sales experience
  • High School Diploma or GED / Associates or Bachelor's degree or equivalent military experience preferred
  • Strong understanding of customer service experience
  • Must be self-directed, detail oriented, driven, able to work independently in a team-oriented and fast paced environment and have a positive attitude

ABOUT GOLDMAN SACHS

The Goldman Sachs Group, Inc. is a leading global investment banking, securities and investment management firm that provides a wide range of financial services to a substantial and diversified client base that includes corporations, financial institutions, governments and individuals. Founded in 1869, the firm is headquartered in New York and maintains offices in all major financial centers around the world.


© The Goldman Sachs Group, Inc., 2017. All rights reserved
Goldman Sachs is an equal employment/affirmative action employer Female/Minority/Disability/Vet.