Job 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 ergonomic services to wellbeing and resilience offerings, we offer our people the flexibility and 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 operations’ professional to join 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
+ Leads, manages and supervises the day-to-day operations of a team of customer support agents
+ Creates an in-depth understanding of the day-to-day responsibilities of the customer support team
+ Creates and maintains an environment with intense focus on customer satisfaction/advocacy and professional customer support balanced with consistent achievement of standard business objectives
+ Serves as a SME and coach for sound retail deposit practices
+ Provides incoming call coverage when needed
+ Provides hands on assistance to team members while serving as an escalation point for the operation’s customer issues and complaints
+ Establishes schedules for customer support agents, ensuring call flow and staffing requirements are met
+ Trains, provides direction, and enforces policies and standards to help the staff achieve departmental goals and objectives
+ Employs principles and techniques as defined in the quality audit criteria, and develop and implement quality assurance standards, processes, and controls
+ Responsible for conducting internal quality audits/monitors of customer support team and assists 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
+ Manages the individual performance of the team, rewarding behaviors and/or performance when appropriate as well as addressing performance and behavioural issues as they arise
+ Conducts weekly one-on-ones and bi-weekly staff meetings as well as on-the-spot coaching / feedback
+ Works closely with teams to ensure related processes operate efficiently and effectively and implement improvements when necessary
+ Works closely with Business Risk Manager to manage key controls and escalate any incidents/events without delay. Pro-actively identifies any new issues or risks and works to ensure suitable controls are in place
+ Recommends improvements in business processes and ensures optimal resource utilization and audit compliant administrative process and strategy
+ Offers 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
Skills
+ Proven ability to lead by example, with a positive attitude
+ Ability to lead teams and drive performance standards
+ Good interpersonal skills
+ Good analytical and problem-solving skills
+ Self-directed team player, ability to drive high performance and w
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