CIMD- Marcus by Goldman Sachs – Apple Card Delivery Customer Experience Manager - Associate- Richardson, TX or Draper, UT

Location(s) US-UT-Draper
Job ID
2021-68710
Schedule Type
Full Time
Level
Associate
Function(s)
Consumer Banking
Region
Americas
Division
Consumer and Wealth Management
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 $90 billion in deposits, $7 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.

 

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.

RESPONSIBILITIES AND QUALIFICATIONS

Responsibilities:

  • Manage a team of individuals responsible for tracking customer feedback
  • Analyze customer experience trends and recommend areas for improvement
  • Review and categorize daily customer feedback commentary
  • Ensure regulatory compliance by accurately logging customer complaints
  • Escalate agent handling issues to managers for coaching
  • Compile and deliver complex presentations on customer experience opportunities
  • Build and manage relationships with key stakeholders throughout the consumer business
  • Update external partners on customer experience trends and fulfill ad hoc data requests

Basic Qualifications:

  • Passion for data analysis
  • Results and delivery oriented
  • Be a motivated, energetic team player
  • Excellent interpersonal, organizational, verbal and written communication skills
  • Ability to manage multiple deliverables simultaneously
  • Work well under pressure while adhering to tight deadlines
  • Strategic thinker with strong business analysis and planning skills. Capable of identifying and interpreting wide-ranging issues and recommending creative & innovative solutions
  • Proficient in Microsoft Office Suite (Excel, Word, Outlook, PowerPoint)

Preferred Qualifications:

  • Bachelor’s degree in Finance or related field or equivalent military experience
  • Experience in a customer experience or data analysis role at a financial institution
  • Proficient in data visualization tools such as Tableau
  • Experience managing a team

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., 2018. All rights reserved Goldman Sachs is an equal employment/affirmative action employer Female/Minority/Disability/Vet.