Savings – Deposit Operations – Customer Advocacy/Fulfillment Team Leader – Richardson, TX

MORE ABOUT THIS JOB

CONSUMER AND COMMERCIAL BANKING

Consumer and Commercial Banking brings innovative solutions to traditional banking activities. We are a global team of lenders, investors, risk managers, skilled marketers, web experts and banking specialists. We provide a suite of solutions to help our customers meet their personal financial goals. We make direct investments in, and risk manage, a portfolio of corporate loans and securities. And we help transform distressed communities through investments and loans of private capital.

DIGITAL FINANCE

Digital Finance, a subdivision of CCBD, is composed of the firm’s digitally-led consumer businesses which include the global online consumer deposits business and the US online consumer lending business, the firm’s first-ever direct-to-consumer platform built from the ground up. Digital Finance combines the strength and heritage of a 147-year-old financial institution with the agility and entrepreneurial spirit of a tech start-up. This unique dynamic allows us to help our customers achieve financial progress through customizable solutions that are grounded in value, transparency and simplicity.

YOUR IMPACT

This leadership role calls for a someone with experience in managing multiple process flows. You will be monitoring and making adjustments to ensure SLAs are being met on a variety of process flows such as money movement, document re-prints, and customer correspondence. You are also responsible for the customer complaint experience from ensuring the details are appropriately captured to providing a proper and timely resolution.

RESPONSIBILITIES AND QUALIFICATIONS

RESPONSIBILITIES

Coach the team in real time environment by conducting bi weekly one-on-ones, staff meetings, in addition to on the spot feedback.

Work closely and develop partnerships with outside vendors

Ensure timely, and quality resolution of customer inquiries, requests, complaints, and escalations

Assist with interviewing and selection of team members and serve as a role model/mentor to your team and others

Work closely with cross functional partners

Project Management/Process owner driving initiatives, recommend improvements in business processes and ensure optimal resource utilization and audit compliant administrative process and strategy.

QUALIFICATIONS

As the Advocacy Team Leader, you will need a lot of knowledge around process flows and being able to manage a multi-level process maps, getting information from a lot of areas, as well as maintaining SLA’s with all of those stakeholders. To be successful in this role, you will also have:

Associates or Bachelor’s degree preferred (or equivalent military experience)

Minimum of 3 years of customer service and service orientated leadership

Experience in managing customer escalations in a supervisory role

Strong understanding of customer service experience

Positive attitude

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

Preferred Qualifications

Customer service management experience in a consumer banking environment

Customer service experience within a startup or growing call center environment

Experience working in online banking resolutions teams in management

NOTE: You will be required to be flexible for shift work between 7am and 11pm 7 days per week, with the evolution of expanding these hours sometime in the future. This is a new platform with Goldman Sachs, there are a lot of exciting initiatives taking place and your willingness to see things through will be paramount to success.

YOUR DEVELOPMENT

This role will not only offer a working environment that allows for opportunity for growth, but you will also get to lead through an environment of consistent and rapid change. You will get the opportunity to work in the spirit of an entrepreneurial tech start up culture, supported by a 147 year old institution.

We are still in the infancy stage and on the forefront of a platform primed to shake-up the market … it is an exciting time to join us.

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.

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., 2018. All rights reserved Goldman Sachs is an equal employment/affirmative action employer Female/Minority/Disability/Vet.