The Opportunity

Job Description OUR IMPACT Across Asset Wealth Management, Goldman Sachs helps empower clients and customers around the world to 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 direct-to-consumer business provides digital solutions that help customers save and invest. Across Wealth Management, our growth is driven by a relentless focus on our people, our clients and customers, and leading-edge technology, data, and design.

Marcus by Goldman Sachs As the online consumer banking business of Goldman Sachs, Marcus operates as a digital bank, providing online savings products directly to individual consumers. Marcus combines Goldman Sachs' over 150 years of expertise with intuitive digital experiences, focusing on value, transparency, and simplicity for its millions of customers.

YOUR IMPACT We’re looking for an experienced Complaints Leader that has a passion for customer service to join our growing customer support team. If you have worked in a contact centre environment and have strong understanding of operational processes with good presentation and communication skills, we want to hear from you.

Our division also provides critical operations and user experience design to ensure business flows smoothly when customers come to us. From day one, our customer agent roles for play a vital role in upholding the three customer support principles of customer focus, process innovation and risk management.

What You’ll Do

Oversee the management and reporting of customer complaints, including Executive Complaints and Financial Ombudsman cases.
Provide leadership, clear communication, coaching and professional development to complaints specialists, ensuring performance targets and agent satisfaction are achieved.
Act as a senior point of escalation, directly handling complex customer enquiries and complaints, including fraud cases, and ensuring prompt, high-quality resolution within established timescales.
Ensure all complaints are acknowledged in a timely manner and customers are kept informed throughout the complaint process.
Manage the E2E resolution of customer complaints, within given timescales.
Collaborate closely with legal, compliance, and cross functional teams to maintain process efficiency and effective complaint handling.
Provide regular and ad-hoc complaint reports, including root cause analysis, for senior management and regulatory purposes.
Responsible for maintaining an environment with intense focus on customer satisfaction/advocacy and professional customer support, balanced with consistent achievement of standard business objectives.
Recommends changes to reduce complaints and enhance customer experience, using root cause analysis.
Drive enhancements in business processes, optimise resource allocation, and ensure audit-compliant administrative procedures.
Identifies technological enhancements and assists in the development of tech requirements impacting Operations processes within the business.
Allocate workloads across multiple channels to ensure efficient resource utilisation.
Employs principles and techniques as defined in the quality audit criteria, and develops and implements quality assurance standards, processes, and controls.
Conduct internal quality audits of the customer support team and support the delivery of corrective action plans, training, and communication to improve quality outcomes.
Owns and controls risk for Complaint processes and assists management team in driving positive operational improvements.
Works closely with Business Risk Managers to identify key controls and escalation procedures. Pro-actively identifies any new issues or risks and works to ensure suitable controls are in place.

Requirements

An understanding of complaint regulations such as DISP, and complaints management along with the wider regulatory environment
Self-directed team player, ability to drive high performance and work independently or in a team-oriented and fast paced environment
Proven ability to lead by example, with a positive attitude
Excellent communication and interpersonal skills
Good analytical and problem-solving skills
Proven delivery of excellent customer experience and advocacy
Strong customer focus and a good telephone manner
Ability to lead teams and drive performance standards
Good leadership skills and the ability to motivate and develop staff
A desire to help others work towards targets and develop their skills
Ability to set, meet and exceed targets
Ability to manage change

Basic Qualifications

Minimum of 5 years of customer service experience (with at least 2 years in a complaints capacity)
In depth product knowledge across Banking and Savings within retail banking

Preferred Qualifications

Complaints leadership in a retail banking environment

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

Goldman Sachs is an equal opportunity employer and does not discriminate on the basis of race, colour, religion, sex, national origin, age, veterans status, disability, or any other characteristic protected by applicable law.