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Goldman Sachs & Co. CIMD - Marcus by Goldman Sachs - Customer Delivery Solutions – Analyst in Draper, Utah

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CONSUMER AND INVESTMENT MANAGEMENT DIVISION (CIMD)

The Consumer and Investment Management Division includes Goldman Sachs Asset Management (GSAM), Private Wealth Management (PWM) and our Consumer business (Marcus by Goldman Sachs). We provide asset management, wealth management and banking expertise to consumers and institutions around the world. CIMD partners with various teams across the firm to help individuals and institutions navigate changing markets and take control of their financial lives.

CONSUMER

Consumer, externally known as Marcus by Goldman Sachs, is comprised of the firm’s digitally-led consumer businesses, which include our deposits and lending businesses, as well as our personal financial management app, Clarity Money. Consumer combines the strength and heritage of a 150-year-old financial institution with the agility and entrepreneurial spirit of a tech start-up. Through the use of machine learning and intuitive design, we provide customers with powerful tools that are grounded in value, transparency and simplicity to help them make smarter decisions about their money.

RESPONSIBILITIES AND QUALIFICATIONS

Your Impact

We are seeking an experienced customer service analyst to support the design, delivery and management of our customer delivery operations within the Consumer business. Ideal candidates will have extensive experience in all aspects of customer servicing and third party production management, as well as the ability to design and deliver world class servicing experiences. In this role, you will be required to use various industry and proprietary tools to analyze various functions within the organization to ensure the business is running efficiently, effectively, and in control. The individual would be required to collaborate with delivery leads, technology, third party suppliers and process engineering teams to design best in class customer experiences.

Requirements:

  • Relevant industry expertise in a portfolio of large scale accounts

  • 1-3+ years of experience with spreadsheet and analytical type tools

  • Strong understanding of key performance metrics and drivers

  • Ability to define and manage KPIs for a world class customer centric operations team

  • Broad based knowledge of all aspects of contact center servicing, customer campaigns and fulfillment operations including applicable regulatory requirements

  • Ability to execute delivery solutions operational strategy for digital products

  • Ability to communicate effectively with operations leadership as well as junior contact center agents

  • Ability to establish and maintain a culture of risk management and compliance while delivering a world class customer experience in a contact center operation

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., 2019. All rights reserved Goldman Sachs is an equal employment/affirmative action employer Female/Minority/Disability/Vet.

Job ID2019-54138

Schedule TypeFull Time

LevelAnalyst

Function(s)Consumer Banking

RegionAmericas

DivisionConsumer and Investment Management Division

Business UnitLoans Delivery

Employment TypeEmployee

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