CWM - Marcus by Goldman Sachs - Lending Advocacy Analyst - Richardson, TX/Draper, UT

Location(s) US-TX-Richardson | US-UT-Draper
Job ID
2021-81674
Schedule Type
Full Time
Function(s)
Consumer Banking
Region
Americas
Division
Consumer and Wealth Management
Business Unit
Loans Business Controls
Employment Type
Employee

MORE ABOUT THIS JOB

Consumer and Wealth Management (CWM)

Across Consumer and Wealth Management (CWM), Goldman Sachs helps empower clients and customers around the world reach their financial goals. Our advisor-led wealth management businesses provide financial planning, investment management, banking and comprehensive advice to a wide range of clients, including ultra-high net worth and high net worth individuals, as well as family offices, foundations and endowments, and corporations and their employees. Our consumer business provides digital solutions for consumers to better spend, borrow, invest, and save. Across CWM, our growth is driven by a relentless focus on our people, our clients and leading-edge technology, data and design.

 

Consumer

The firm’s Consumer business, Marcus by Goldman Sachs, combines the entrepreneurial spirit of a startup with more than 150 years of experience. Today, we serve millions of customers across multiple products including lending, deposits, financial tools, and our partnership with Apple on Apple Card. We use innovative design, data, engineering and other core capabilities to provide customers with powerful tools and products that are grounded in value, transparency and simplicity. As we build a leading digital consumer bank and expand into new products and partnerships, we are looking for leaders and individual contributors to join our team.

RESPONSIBILITIES AND QUALIFICATIONS

YOUR IMPACT

  • The Advocacy Analyst will be responsible for managing a team of advocates who research, resolve and de-escalate customer complaints.
  • Serve as a central point of contact and primary subject matter expert for the Advocacy team.
  • Ensure we provide the best in class customer service to our clients and our customers.
  • Accomplish team results by provide on-going coaching and feedback.
  • Work in a fast pace driven culture, perform with a sense of urgency and proactive to accomplish results.

 

Job Description/Qualifications:

 

Experience in all aspects of these servicing areas, including credit bureau disputes, executive escalations, and CFPB and other regulatory cases, with the ability to design and deliver world class experiences 

  • 5-7+ years of experience with direct management of internal and external (supplier) servicing operations
  • Broad based knowledge of all aspects of contact center servicing and operations including applicable regulatory requirements
  • Ability to define and manage KPIs for a world class customer centric team
  • Ability to execute servicing operational strategy for digital products
  • Ability to establish and maintain a culture of risk management and compliance while delivering a world class customer experience in a contact center operation.
  • Ability to collaborate in a team environment, communicate effectively & influence others
  • Proactive, flexible and ability to multi-task 
  • Ability to learn quickly and adapt to projects and deadlines
  • Strong communication, presentation and problem solving skills

Requirements:

  • 5-7+ years of experience with direct management of internal and external (supplier) servicing operations
  • Extensive knowledge of all complaints, including but not limited to CFPB and Better Business Bureau complaints, credit bureau disputes resolution, and any applicable regulatory requirements
  • Extensive knowledge on best practices for resolving escalated complaints or disputes
  • Ability to communicate effectively with senior leadership with a strong executive presence 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 escalations and maximize resolution of customer concerns

 

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., 2021. All rights reserved.
Goldman Sachs is an equal employment/affirmative action employer Female/Minority/Disability/Veteran/Sexual Orientation/Gender Identity