Goldman Sachs & Co. Customer Service Site Director in Irving, Texas
MORE ABOUT THIS JOB
CONSUMER AND COMMERCIAL BANKINGIn Goldman Sachs Bank USA, we offer a wide range of solutions to help our customers meet their financial goals. Our teams seek to provide the highest level of customer service and support in everything we do.
The Bank offers high yield savings accounts and a variety of loan products to individuals and private bank, corporate and community clients. Our savings products include an online savings account and certificates of deposit in a variety of terms.
Marcus by Goldman Sachs provides products to help people manage their finances.
The first product from Marcus is a fixed-rate, no-fee unsecured personal loan that enables customers to tailor their monthly payment options to fit their schedule and budget. Marcus, a brand of Goldman Sachs, benefits from the firm’s 147-year history of financial expertise, risk management and customer service.
RESPONSIBILITIES AND QUALIFICATIONS
Set a strategy for enabling digital channels of choice with full online and mobile capability
Work with process engineers and product designers to develop an industry-leading service model
Screen and hire inbound managers and representatives and get a business-as-usual flow of talent established
Own governance and controls for key high risk processes
Work with broader operational leadership team to set team standards for talent and career path
Work with cross functional teams to develop and deploy a service model for multiple products across all channels
Lead the business-as-usual delivery of service for existing customers
Establish systems to measure and improve customer satisfaction
Establish systems to measure and improve associate engagement
Lead complex problem resolution for customers, including managing the complaint program with trending and root cause analysis
Ten plus years professional experience
Four plus years leading customer contact center operations
Experiencing driving development of online tools and adoption plans
Four plus years as a second level manager or higher with a team larger than 60 people
Results orientation, as indicated by progressively larger documentation responsibilities
Excellent collaboration and communication skills
Financial services experience
Ten plus years call center operations management experience
Experience designing service models and measurement system
Experience in a regulated and audited service environment
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., 2017. All rights reservedGoldman Sachs is an equal employment/affirmative action employer Female/Minority/Disability/Vet.
Schedule TypeFull Time
LevelVice President/Executive Director
DivisionConsumer and Commercial Banking Division
Business UnitDigital Finance - Irving