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Consumer Finance- Advocacy Specialist- Richardson, TX

Posted on Dec 11, 2018 by Goldman Sachs USA

Dallas, TX 75201
3 Dec 2018
Annual Salary
MORE ABOUT THIS JOB Consumer and Commercial Banking (CCBD)
Consumer and Commercial Banking brings innovative solutions to traditional banking activities. We are a global team of lenders, investors, risk managers, skilled marketers, web experts and banking specialists. We provide a suite of solutions to help our customers meet their personal financial goals. We make direct investments in, and risk manage, a portfolio of corporate loans and securities. And we help transform distressed communities through investments and loans of private capital

Digital Finance Description
Digital Finance, a business unit within CCBD, is comprised of the firm's digitally-led consumer businesses, which include the Marcus deposits and lending businesses, as well as the personal financial management app, Clarity Money. Digital Finance combines the strength and heritage of a 148-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.


Are you passionate about operations, leadership, and using digital tools to provide solutions to consumers? We're looking for a team member who wants to use their skills and ideas to create and then lead new processes and teams.

  • Serve as 2nd level escalation tier for servicing, collections, fraud, onboarding and back office related complaints
  • Exceed all quality standards and customer expectations of great service
  • Consistently uphold all compliance and regulatory standards in customer dealing
  • Provide excellent customer service and provide answers to client questions within set standards
  • Follow up on unfavorable surveys responses to understand root cause and remediate/escalate as needed
  • Serve as customer advocate for non -regulatory complaints
  • Participate in the planning of small to moderate scope projects
  • Assist in tracking and trend analysis of customer complaints to the end that we reduce complaints and consistently improve the customer experience
  • Ensure efficiency in case management to ensure Turn Around Time targets exceeded for all business units
  • Demonstrate advanced knowledge of multiple areas of consumer banking operations


  • Two plus years of customer service experience
  • Strong computer efficiency: strong PC skills with basic knowledge of Microsoft Office applications
  • Passion for delivering a great customer experience at scale
  • Excellent collaborative , communication, organizational, and problem solving skills are required

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., 2018. All rights reserved Goldman Sachs is an equal employment/affirmative action employer Female/Minority/Disability/Vet.

Consumer Finance- Advocacy Specialist- Richardson, TX

Reference: 598337042

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