CIMD- Marcus by Goldman Sachs- Social Media Operations Specialist- Draper, UT

Location(s) US-UT-Draper
Job ID
2019-56011
Schedule Type
Full Time
Level
Analyst
Function(s)
Call Center, Consumer Banking
Region
Americas
Division
Consumer and Investment Management Division
Business Unit
Delivery Centralized
Employment Type
Employee

MORE ABOUT THIS JOB

CONSUMER (MARCUS BY GOLDMAN SACHS)

The firm’s 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. 

RESPONSIBILITIES AND QUALIFICATIONS

Responsibilities:

  • Deliver exceptional service to our high value customers by providing best-in-class service and solutions to grow customer relationships through moderation of our social media channels
  • Have a deep understanding of the Marcus by Goldman Sachs brand voice and tone
  • Strong understanding of customer complaints – able to identify and differentiate between each product line, respectively
  • Become a subject matter expert on all product lines including personal loans, US deposit products, credit cards, personal financial management and other products
  • Deliver exceptional execution of weekly/monthly reporting obligations in partnership with Social Media Operations Team
  • Protect and enhance the Marcus brand by monitoring social conversations, trending stories and industry news
  • Responsible for ensuring Compliance and product accuracy for social media responses to customer inquiries/concerns
  • Responsible for moderation of various review sites related to Marcus, Clarity Money, Goldman Sachs Bank USA, etc.

Basic Qualifications:

  • Two to three years of customer service experience, preferably working with social media
  • High School diploma or GED
  • Willing to work flexible schedule, including nights and weekends if required
  • Exceptional written communication skills
  • Computer efficiency: strong PC skills with basic knowledge of Microsoft Office applications
  • Strong attention to detail and the ability to work well in difficult situations
  • Passion for delivering a great customer experience at scale
  • Excellent interpersonal, communication, organizational, and problem solving skills are required
  • Must be self-directed, detail oriented, positive attitude, driven, able to work independently in a team-oriented and fast paced environment
  • Demonstrated history of sound judgement in decision making

Preferred Qualifications:

  • Demonstrated knowledge and experience supporting multiple products, brands or functions at a time
  • Demonstrated ability to work in cross-functional teams, particularly with colleagues from servicing, compliance, technology and brand marketing
  • Experience working with Sprinklr or another Social Media Management Software platform a plus

 

ABOUT GOLDMAN SACHS

ABOUT GOLDMAN SACHS

At 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.

We’re 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., 2020. All rights reserved.
Goldman Sachs is an equal employment/affirmative action employer Female/Minority/Disability/Veteran/Sexual Orientation/Gender Identity

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