Goldman Sachs & Co. Service Manager 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.

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.

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.

YOUR IMPACT

Are you interested in operations and leadership? Are you passionate about providing solutions to customer needs and working with multiple teams to provide exceptional customer service? We’re looking for a professional to join our operations team who wants to use their skills to lead and motivate a team of specialists to provide the best customer experience possible.

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 Operations principles of client focus, process innovation, and risk management.

HOW YOU WILL FULFILL YOUR POTENTIAL

  • Learn and master the day-to-day responsibilities of the loan servicing team.

  • Lead, manage and supervise the day-to-day operations of a team of up to 15 inbound phone specialists.

  • Serve as SME on all loan products and point of escalation to specialists.

  • Manage, develop, and motivate specialists through effective performance management and guidance.

  • Be visible and accessible in the team to answer specialist questions and monitor productivity.

  • Review and approve schedules and analyze coverage to ensure scheduling meets business needs.

  • Maintain customer quality, measured through call recordings and account auditing.

RESPONSIBILITIES AND QUALIFICATIONS

  • Two to Three years’ service or collections management experience in a call center environment

  • Strong understanding of customer service experience

  • Demonstrated ability to coach and develop direct reports

  • Must be self-directed, detail oriented, positive attitude, driven, able to work independently in a team-oriented and fast paced environment

  • Bachelor’s degree or equivalent military experience

  • Five years Customer service experience

  • Experience in a consumer lending environment

  • Experience managing in a multi-site contact center

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.

Location(s)US-TX-Irving

Job ID2017-24687

Schedule TypeFull Time

LevelAnalyst

Function(s)Consumer Banking

RegionAmericas

DivisionConsumer and Commercial Banking Division

Business UnitDigital Finance - Irving

Employment TypeEmployee