• CIMD - Marcus by Goldman Sachs – Collections and Recoveries – Associate- Richardson, TX

    Location(s) US-TX-Dallas
    Job ID
    2019-54493
    Schedule Type
    Full Time
    Level
    Associate
    Function(s)
    Consumer Banking
    Region
    Americas
    Division
    Consumer and Investment Management Division
    Business Unit
    DigFin Project Delivery
    Employment Type
    Employee
  • MORE ABOUT THIS JOB

    CONSUMER (MARCUS BY GOLDMAN SACHS)

    Marcus by Goldman Sachs is the firm’s consumer business, combining the entrepreneurial spirit of a startup with 150 years of experience. Today, Marcus has $50 billion in deposits, $5 billion in loan balances and 4 million customers across our lending and deposits businesses, as well as the personal financial management app, Clarity Money. Through the use of insights and intuitive design, we provide customers with powerful tools and products that are grounded in value, transparency and simplicity. We are backed by our unique team, comprised of individual contributors from leading agile technology companies, fintechs and consumer financial services companies, allowing us to disrupt the industry, while helping consumers take control of their financial lives.

    RESPONSIBILITIES AND QUALIFICATIONS

    Your Impact

    We are seeking an experienced collections and recoveries operations manager to support the design, deliver, and manage our loss mitigation operations strategy and operations within the Consumer Digital Finance team.  Candidates must have direct management experience in the day to day operations management of all aspects of loss mitigation operations including early stage collections, late stage collections, post charge off recoveries, and handling of special situations.  Ideal candidates will have extensive experience in all aspects of loss mitigation customer servicing with the ability to design and deliver world class experiences.  In this role, the candidate will be required to collaborate with the Collections VP, technology and process engineering teams to design best in class customer experiences as well as the underlying agent facing and customer facing systems that deliver these experiences.  Expertise in delivery of analytically driven customer experience improvement programs (CSAT, NPS) while mitigating losses and maximizing recoveries is required for success. 

     

    Requirements

    • Relevant industry expertise in a portfolio of large scale accounts
    • 10+ years of experience with direct management of internal and external (supplier) loss mitigation operations
    • Broad based knowledge of all collections and recoveries servicing and operations including applicable regulatory requirements
    • Strong understanding of key performance metrics and drivers. Ability to define and manage KPIs for a world class customer centric operations team. 
    • Ability to execute collections operational strategy for digital products
    • Ability to communicate effectively with operations leadership as well as junior contact center agents
    • Ability to establish and maintain a culture of risk management and compliance while delivering a world class customer experience in a contact center operation
    • Experience in delivery of digital self-servicing tools that prevent excessive contact center calls and maximize loss mitigation in a large portfolio

     

    Consumer and Investment Management (CIMD)

    The Consumer and Investment Management Division includes Goldman Sachs Asset Management (GSAM), Private Wealth Management (PWM) and our Consumer business (Marcus by Goldman Sachs). We provide asset management, wealth management and banking expertise to consumers and institutions around the world. CIMD partners with various teams across the firm to help individuals and institutions navigate changing markets and take control of their financial lives.

    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., 2019. All rights reserved Goldman Sachs is an equal employment/affirmative action employer Female/Minority/Disability/Vet.