• CIMD - Marcus by Goldman Sachs - Back Office Team Lead - Richardson, TX

    Location(s) US-TX-Dallas
    Job ID
    2019-56327
    Schedule Type
    Full Time
    Level
    Analyst
    Function(s)
    Consumer Banking
    Region
    Americas
    Division
    Consumer and Investment Management Division
    Business Unit
    US Deposits Delivery
    Employment Type
    Employee
  • MORE ABOUT THIS JOB

    Consumer

    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

    • 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 and addressing 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
    • Assist in project planning and identification of issues by monitoring projects and delivering the improvement/process on time

    Qualifications

    • 3+ 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 and able to work independently in a team-oriented and fast paced environment and have a positive attitude

     

    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.