AWM, Marcus by Goldman Sachs, Customer Service Team Leader, Analyst - Draper, UT

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. 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.

OUR IMPACT:

Marcus Deposits is part of our Asset & Wealth Management Division (AWM). At Marcus, we leverage cutting edge technology and a simple user experience, we deliver low-cost, transparent savings and investing solutions.

HOW YOU WILL FULFILL YOUR POTENTIAL:

You are passionate about operations, leadership, and using digital tools to provide solutions and excellent customer service to consumers. You are an experienced leader, who will lead our consumer contact team, coach and develop teams, while providing feedback and influencing new processes both directly and indirectly.

Key Responsibilities:

You will ultimately use your skills and ideas to coach and develop our frontline call or chat handling specialists, including but not limited to:

• Lead, manage and supervise the day-to-day operations of a team of 15-18 customer service representatives.
• Coach the team in a real time environment by conducting bi weekly one-on-ones, staff meetings, in addition to on the spot feedback.
• Assist with interviewing and selection of team members and serve as a role model/mentor to your team and others
• Monitor calls and work closely with the business partners to closely manage ongoing professional and personal development of operations team members
• Provide hands-on assistance to team members while serving as an escalation point for the operation's customer issues and complaints.
• Offer 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.
• Project Management/Process owner driving initiatives, recommend improvements in business processes and ensure optimal resource utilization and audit compliant administrative process and strategy.

SKILLS & EXPERIENCE WE'RE LOOKING FOR

Basic Qualifications:

• Three plus years of customer service management/ service orientated leadership role
• High School Diploma or GED / Associates or Bachelor's degree or equivalent military experience preferred
• Strong understanding of customer service experience
• Must be self-directed, detail oriented, driven, able to work independently in a team-oriented and fast paced environment and have a positive attitude
• Experience working with high net-worth customers