Advocacy Manager, Irving

Location(s) US-TX-Irving
Job ID
2017-39833
Schedule Type
Full Time
Level
Associate
Function(s)
Consumer Banking
Region
Americas
Division
Consumer and Commercial Banking Division
Business Unit
Digital Finance - Irving
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.

 

Your Impact 
Are you passionate about operations, leadership and using digital tools to provide solutions and excellent customer service to consumers? We’re looking for a professional to lead our consumer call handling teams dedicated to Goldman Sachs’s Online Deposits platform. We’re looking for a qualified professional who wants to use their skills and ideas to create and then lead new processes and teams within this rapidly expanding, technology-driven business.

Our Impact 
Our team of critical thinkers partners with groups in all areas of the firm to lead teams, manage processes and improve digital tools. Our division also provides critical operations and user experience design to ensure business flows smoothly when customers come to us. From day one, team members play a vital role in upholding key Operations principles of client focus, process innovation, compliance and risk management. 

RESPONSIBILITIES AND QUALIFICATIONS

Job Summary & Responsibilities 

  • Set the strategic action plans that support the direction and goals of the Operations teams for Goldman Sachs’ new online deposits platform
  • Oversee Operations teams
  • Ensure timely, quality resolution of customer inquiries and escalations
  • Responsible for hiring of staff and developing key business plans to ensure departmental service and customer satisfaction levels
  • Experience putting together motivational/incentive programs for representative-level teammates
  • Create and maintain an environment focused on customer satisfaction and professional customer support
  • Work closely with cross functional partners
  • Ensure optimal resource utilization and audit compliant administrative process and strategy
  • Oversee and manage 3rd party vendor relationships

Basic Qualifications

  • Associates or Bachelor’s degree preferred (or equivalent military experience)
  • Minimum of 3 years of customer service and/or sales experience
  • Minimum of 5 years supervisory experience
  • Strong understanding of customer service experience
  • Positive attitude
  • Must be self-directed, detail oriented, driven and able to work independently in a team-oriented and fast paced environment

Preferred Qualifications

  • Customer service management experience in a consumer banking environment
  • Customer service experience within a startup or growing call center environment
  • Experience working in online banking resolutions teams or in management with bank branches

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., 2018. All rights reserved Goldman Sachs is an equal employment/affirmative action employer Female/Minority/Disability/Vet.