• CIMD- Marcus by Goldman Sachs- Social Media Operations Specialist- Draper, UT

    Location(s) US-UT-Draper
    Job ID
    2019-56011
    Schedule Type
    Full Time
    Level
    Analyst
    Function(s)
    Call Center, Consumer Banking
    Region
    Americas
    Division
    Consumer and Investment Management Division
    Business Unit
    Delivery Centralized
    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

    Responsibilities:

    • Deliver exceptional service to our high value customers by providing best-in-class service and solutions to grow customer relationships through moderation of our social media channels
    • Have a deep understanding of the Marcus by Goldman Sachs brand voice and tone
    • Strong understanding of customer complaints – able to identify and differentiate between each product line, respectively
    • Become a subject matter expert on all product lines including personal loans, US deposit products, credit cards, personal financial management and other products
    • Deliver exceptional execution of weekly/monthly reporting obligations in partnership with Social Media Operations Team
    • Protect and enhance the Marcus brand by monitoring social conversations, trending stories and industry news
    • Responsible for ensuring Compliance and product accuracy for social media responses to customer inquiries/concerns
    • Responsible for moderation of various review sites related to Marcus, Clarity Money, Goldman Sachs Bank USA, etc.

    Basic Qualifications:

    • Two to three years of customer service experience, preferably working with social media
    • Willing to work flexible schedule, including nights and weekends if required
    • Exceptional written communication skills
    • Computer efficiency: strong PC skills with basic knowledge of Microsoft Office applications
    • Strong attention to detail and the ability to work well in difficult situations
    • Passion for delivering a great customer experience at scale
    • Excellent interpersonal, communication, organizational, and problem solving skills are required
    • Must be self-directed, detail oriented, positive attitude, driven, able to work independently in a team-oriented and fast paced environment
    • Demonstrated history of sound judgement in decision making

    Preferred Qualifications:

    • Demonstrated knowledge and experience supporting multiple products, brands or functions at a time
    • Demonstrated ability to work in cross-functional teams, particularly with colleagues from servicing, compliance, technology and brand marketing
    • Experience working with Sprinklr or another Social Media Management Software platform a plus

     

    ABOUT GOLDMAN SACHS

    CONSUMER AND INVESTMENT MANAGEMENT DIVISION (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.

     

    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.