Service Manager, Advocacy Analyst, Dallas

Location(s) US-TX-Irving
Job ID
Schedule Type
Full Time
Consumer Banking
Consumer and Commercial Banking Division
Business Unit
Digital Finance - Irving
Employment Type



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.

Are you interested in operations and leadership? Are you passionate about providing solutions to customer needs and working with multiple teams to provide exceptional customer service?  We’re looking for a professional to join our operations team who wants to use their skills to lead and motivate a team of specialists to provide the best customer experience possible. 

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 the three Operations principles of client focus, process innovation, and risk management. 



  • Learn and master the day-to-day responsibilities of the Advocacy team.
  • Lead, manage and supervise the day-to-day operations of a team of up to 15 Advocates.
  • Serve as SME on all loan products and point of escalation to specialists.
  • Deliver exceptional service to our high value customers by providing best-in-class service and solutions to grow customer relationships.
  • Act as a point of escalation for difficult customer situations.
  • Manage, develop, and motivate Advocates through effective performance management and guidance.
  • Be visible and accessible in the team to motivate, answer Advocate questions and monitor productivity.
  • Review and approve schedules and analyze coverage to ensure scheduling meets business needs.
  • Conduct live or recorded phone monitors/account audits to evaluate Advocates on quality of customer service provided and compliance with company policies.
  • Participate in the planning of small to moderate scope projects.
  • Manage the tracking, compiling, and completion of reports as assigned.
  • Demonstrate advanced banking knowledge with an emphasis on loans.

Basic Qualifications

  • Two to Three Years’ Issue remediation / complaints resolution experience in a call center environment.
  • Strong understanding of customer service experience.
  • Must be self-directed, detail oriented, positive attitude, driven, able to work independently in a team-oriented and fast paced environment.

Preferred Qualifications

  • Bachelor’s degree or equivalent military experience
  • Manager experience in a consumer lending environment


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.