Consumer and Wealth Management (CWM)

Across Consumer and Wealth Management (CWM), Goldman Sachs helps empower clients and customers around the world reach their financial goals. Our advisor-led wealth management businesses provide financial planning, investment management, banking and comprehensive advice to a wide range of clients, including ultra-high net worth and high net worth individuals, as well as family offices, foundations and endowments, and corporations and their employees. Our consumer business provides digital solutions for consumers to better spend, borrow, invest, and save. Across CWM, our growth is driven by a relentless focus on our people, our clients and leading-edge technology, data and design.

Consumer

The firms Consumer business, Marcus by Goldman Sachs, combines the entrepreneurial spirit of a startup with more than 150 years of experience. Today, we serve millions of customers across multiple products including lending, deposits, financial tools, and our partnership with Apple on Apple Card. We use innovative design, data, engineering and other core capabilities to provide customers with powerful tools and products that are grounded in value, transparency and simplicity. As we build a leading digital consumer bank and expand into new products and partnerships, we are looking for leaders and individual contributors to join our team.

MORE ABOUT THIS JOB

The role Customer Care Analyst assists in and supports the evolution of the Agent Experience, Performance Management, Agent Tooling, Processes & Procedures, etc. Successful candidates for this important role will be proficient in gathering, interpreting, and using complex data to develop actionable steps that will improve processes and optimize results. The Customer Care Analysts responsibilities and activities will include but are not limited to;

RESPONSIBILITIES AND QUALIFICATIONS

• Primary responsibilities and activities
  • Analyze interactions (Chats, Calls, notes, workflows, etc.) to identify both positive/negative trends, how customers and support tiers are impacted, and overall service strategy execution
    • Side-by-side with Agents
    • Monitoring via Amazon Connect and Live Person
    • Focus groups
    • Surveys, etc.
  • Identify opportunities to enhance current support content to improve both the customer and agent experience through;
    • Improved first contact resolution
    • Enhanced Tier 0 / contactless interactions, etc
  • Regularly conduct performance assessments with the support teams
    • Analyze both metrics and reporting methods to ensure a consistently excellent experience
    • Assess current recruitment, selection, training and QA for Vision alignment and ability to achieve established mile stones and goals
  • Attend BPO Business Reviews to identify suggestions and requests from BPO partners. Then track action items, success measures, and report out the results
  • Work with qualitative and quantitative analysis teams to gather data to support business cases and planning
  • Primary focus on chat and phone KPIs (FTTR, ASA, Transfer Rates, RCR, AHT, etc.)
  • Leverages data to perform targeted and meaningful reviews that aim to help improve primary objectives as well as the overall customer experience
  • Achieves primary targets by partnering with team members and able to drive action plans to completion with our partners
  • Proven track record of accomplishing tasks at a high level and motivating external partners to reach SLA

• Secondary/Back-up responsibilities and activities
  • Analyze training, knowledge, and predefined content for all support tiers to ensure the accuracy and efficiency of the workflow
  • Assist in the Development of business cases/change tickets for Tech changes and identified opportunities that leverage the data analysis performed to enrich procedural direction and publish meaningful content
  • Participate in the authoring of content, use cases, scripts, etc. to improve both the Chat and Phone experience
  • Create and execute test and learn activities for new features and pilots
  • Advise SMEs in Training, Knowledge Management, Change Management, etc. on changes/release work to ensure a consistently excellent experience
  • Assist in the design and help drive requirements for incremental change initiatives

EXPERIENCE / SKILLS / QUALIFICATIONS

• Bachelors Degree or 4 years of equivalent professional experience
• Demonstrated ability to work across products, regions and functions, preferably in the financial services industry
• Demonstrate excellent people management skills and ability to influence key stakeholders outside their direct control
• Be highly collaborative, team-oriented and a strong consensus builder
• Demonstrate excellent communication and interpersonal skills both written and oral
• Be a strategic thinker, able to lead project working groups, possessing strong facilitation and data gathering skills, and able to provide creative & innovative solutions
• Strong business analysis and planning skills
• Naturally curious and motivated to drive results
• Demonstrate confidence in interaction with senior stakeholders
• Demonstrate understanding of business processes and procedures and an ability to learn quickly knowledge of processes related to Operations or the Financial Services industry would be an advantage
• Previous experience ideally from financial services and / or management consulting
• Must be proficient in Microsoft Word, Excel, PowerPoint, SharePoint, JIRA, Kanban, Confluence, etc.

ABOUT GOLDMAN SACHSAt Goldman Sachs, we commit our people, capital and ideas to help our clients, shareholders and the communities we serve to grow. Founded in 1869, we are a leading global investment banking, securities and investment management firm. Headquartered in New York, we maintain offices around the world. We believe who you are makes you better at what you do. We're committed to fostering and advancing diversity and inclusion in our own workplace and beyond by ensuring every individual within our firm has a number of opportunities to grow professionally and personally, from our training and development opportunities and firmwide networks to benefits, wellness and personal finance offerings and mindfulness programs. Learn more about our culture, benefits, and people at GS.com/careers. Were committed to finding reasonable accommodations for candidates with special needs or disabilities during our recruiting process. Learn more: https://www.goldmansachs.com/careers/footer/disability-statement.html

The Goldman Sachs Group, Inc., 2021. All rights reserved.Goldman Sachs is an equal employment/affirmative action employer Female/Minority/Disability/Veteran/Sexual Orientation/Gender Identity