Job Description

Description

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.

At Goldman Sachs, our culture is one of teamwork, innovation and meritocracy. We often say our people are our greatest asset and we take pride in supporting each colleague both professionally and personally.  From collaborative work spaces and mindfulness classes to working from home and flexible work options, we offer our people the support they need to reach their goals in and outside the office.

RESPONSIBILITIES AND QUALIFICATIONS

YOUR IMPACT 

Are you passionate about customer services, operations, leadership, and using digital tools to provide solutions to retails?  We’re looking for a customer service professional to lead our customer support team who wants to use their skills and ideas to create and lead new processes and teams.

OUR IMPACT 

Our team of critical thinkers partners with groups in all areas of the firm to lead teams, manage processes, and improve digital tools. Our division also provides critical operations and user experience design to ensure business flows smoothly when customers come to us. From day one, team members play a vital role in upholding the three customer support principles of customer focus, process innovation and risk management.

Job Summary & Responsibilities

  • Responsible for managing complaints across the UK team
  • Oversight of Team Lead and the complaints specialists to achieve performance goals and maintain agent satisfaction by providing leadership, communication, coaching and professional development to direct reports and their teams
  • Work with the wider management team to hiring of staff and creating and supporting a highly involved team environment
  • Ensure timely, quality resolution of customer enquiries and acts as an escalation point of contact, directly interacting with customers, reviewing complaints, and making judgment calls on difficult customer situations, escalations, and fraud cases
  • Ensure all complaints are acknowledged in a timely manner and customers are kept information throughout the complaint process.
  • Manage the E2E resolution of customer complaints, within given timescales
  • Responsible for Executive Complaints and Ombudsman cases
  • Works closely with legal and compliance teams, cross functional partners to ensure collaboration and process efficiencies are maintained
  • Responsible for completing monthly, weekly and ad-hoc complaint reporting and producing root cause analysis
  • Responsible for maintaining an environment with intense focus on customer satisfaction/advocacy and professional customer support, balanced with consistent achievement of standard business objectives
  • Recommends changes to reduce complaints and enhance customer experience, using root cause analysis.
  • Drives improvements in business processes and ensures optimal resource utilization and audit compliant administrative process and strategy
  • Identifies technological enhancements and assist in the development of the tech requirements impacting Operations processes within the business
  • Prioritizes work assignments from multiple channels as a resource allocator
  • Employs principles and techniques as defined in the quality audit criteria, and develops and implements quality assurance standards, processes, and controls
  • Responsible for conducting internal quality audits/monitors of customer support team and assists contact center teams with development and implementation of appropriate corrective action plans, training tips, and team communication to improve overall quality results,
  • Coordination of call and case quality audits and remediation plans in partnership with Training and Development leader
  • Conducts/participates in calibration session to ensure proper scoring across team members
  • Produces concise performance reports and analyses for senior management
  • Owns and
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