CIMD- Marcus by Goldman Sachs- Customer communication/remediation Associate - Richardson or Draper

Location(s) US-TX-Richardson
Job ID
2020-62531
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 communication/remediation Associate to support the ongoing remediation efforts across our customer delivery operations within the Consumer business.  Ideal candidates will have extensive experience in all aspects of customer servicing and third party production management, as well as extensive data analyst and communications skill set.  In this role, you will be required to use various industry and proprietary tools to analyze data to QA team members work, and operate with zero error. Working within the organization to ensure the business is running efficiently, effectively, and in control. The individual would be required to collaborate with delivery leads, technology, third party suppliers and process engineering teams to design best in class customer experiences. 

 

Responsibilities:

  • Lead customer communication efforts. Working closely with Legal/compliance/product and business lead to send mass communications to customers.
  • In-depth knowledge of relational and SQL databases
  • Ability to define and manage KPIs for a world class customer centric operations team
  • Broad based knowledge of all aspects of contact center servicing, customer campaigns and fulfillment operations including applicable regulatory requirements
  • Ability to communicate effectively with operations leadership as well as junior contact center agents
  • Lead, manage and supervise the day-to-day operations of a small team supporting the mass communication efforts.
  • Ability to establish and maintain a culture of risk management and compliance while delivering a world class customer experience in a contact center operation
  • Assist in project planning and identification of issues by monitoring projects and delivering the improvement/process on time

MINIMUM EDUCATION REQUIREMENTS/DEGREE AND FIELD:

 

Bachelor’s degree

 

MINIMUM EXPERIENCE REQUIREMENTS:

 

Five (5) years of experience in the job offered or in a similar role.

  • 3-5+ years of experience with spreadsheet and analytical type tools
  • Using advanced Microsoft Office skills, specifically Excel (including creation of pivot tables, logic functions, data tables and regression analysis), PowerPoint, Word, Share point, Confluence, Spark post, Message point.
  • Managing several projects simultaneously and driving end-to-end project delivery
  • Visualizing complex data analyses and communicating to a wide variety of audiences, including senior leadership. Utilizing tools such as snowflake, data bricks, and tableau.

 

ABOUT GOLDMAN SACHS

ABOUT GOLDMAN SACHS

At Goldman Sachs, we commit our people, capital and ideas to help our clients, shareholders and the communities we serve to grow. Founded in 1869, we are a leading global investment banking, securities and investment management firm. Headquartered in New York, we maintain offices around the world.

We believe who you are makes you better at what you do. We're committed to fostering and advancing diversity and inclusion in our own workplace and beyond by ensuring every individual within our firm has a number of opportunities to grow professionally and personally, from our training and development opportunities and firmwide networks to benefits, wellness and personal finance offerings and mindfulness programs. Learn more about our culture, benefits, and people at GS.com/careers.

We’re committed to finding reasonable accommodations for candidates with special needs or disabilities during our recruiting process. Learn more: https://www.goldmansachs.com/careers/footer/disability-statement.html



© The Goldman Sachs Group, Inc., 2020. All rights reserved.
Goldman Sachs is an equal employment/affirmative action employer Female/Minority/Disability/Veteran/Sexual Orientation/Gender Identity