Platform Solutions – Social Media Operations Specialist - Draper, UT/Richardson, TX

In Platform Solutions (PS), we power clients with innovative and customer-centered financial products. We bring the best qualities of a technology player and combine that with the best attributes of a large bank. PS is comprised of four main businesses, underpinned by engineering, operations, and risk management:

• Transaction Banking , a cash management and payments platform for clients building a corporate treasury system
• Enterprise Partnerships , consumer financial products that companies embed directly within their ecosystems to better serve their end customers
• Merchant Point-of-Sale Lending , a platform that provides custom credit financing for home improvement merchants to offer directly to their customers
• ETF Accelerator , a platform for clients to launch, list and manage exchange-traded funds

Join us on our journey to deliver financial products and platforms that prioritize the customer and developer experience.

Consumer Advocacy Team Member Role Description : Sitting within the Platform Solutions segment at Goldman Sachs, the Consumer Advocacy team is seeking an experienced individual at the specialist level to join the team in the US

About Consumer Advocacy

As we continue to strengthen the foundations of the business, we are investing in our opportunity to advance the financial opportunity of our customers through a thoughtful and deliberate consumer advocacy strategy. Helping consumers reach their financial goals is core to our business, and the Consumer Advocacy team is responsible for advocating for our customers and their financial health needs, both internally and externally.

Responsibilities:

In Platform Solutions (PS), we power clients with innovative and customer-centered financial products. We bring the best qualities of a technology player and combine that with the best attributes of a large bank. PS is comprised of four main businesses, underpinned by engineering, operations, and risk management:

• Transaction Banking , a cash management and payments platform for clients building a corporate treasury system
• Enterprise Partnerships , consumer financial products that companies embed directly within their ecosystems to better serve their end customers
• Merchant Point-of-Sale Lending , a platform that provides custom credit financing for home improvement merchants to offer directly to their customers
• ETF Accelerator , a platform for clients to launch, list and manage exchange-traded funds

Join us on our journey to deliver financial products and platforms that prioritize the customer and developer experience.

Consumer Advocacy Team Member Role Description : Sitting within the Platform Solutions segment at Goldman Sachs, the Consumer Advocacy team is seeking an experienced individual at the specialist level to join the team in the US

About Consumer Advocacy

As we continue to strengthen the foundations of the business, we are investing in our opportunity to advance the financial opportunity of our customers through a thoughtful and deliberate consumer advocacy strategy. Helping consumers reach their financial goals is core to our business, and the Consumer Advocacy team is responsible for advocating for our customers and their financial health needs, both internally and externally.

Responsibilities:

• Deliver exceptional service to our customers by providing best-in-class community management
• Become a subject matter expert on all Consumer product lines
• Support community management channels across PS and AWM broadly
• Protect and enhance our brand by monitoring social conversations, trending stories and industry news
• Have a deep understanding of our various brand voices and tone
• Identify complaints and differentiate between each product line to bring to resolution
• Deliver exceptional execution of weekly/monthly reporting obligations in partnership with Social Media Operations Team
• 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 and Goldman Sachs Bank USA, as well as reviews of CFPB and marketing complaints
• Perform basic analytics leveraging key customer data sources (complaints, social media, etc.) to uncover actionable insights
  

Basic Qualifications

• Two to three years of customer service experience, preferably working with social media
• Willing to work flexible schedule, including nights and weekends
• Exceptional written communication skills
• Strong attention to detail and the ability to work well in difficult situations
• Passion for delivering a great customer experience
• Strong working knowledge of the major Social Media platforms including Facebook, Instagram, Twitter and LinkedIn
• 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
  

• Protect and enhance our brand by monitoring social conversations, trending stories and industry news
• Have a deep understanding of our various brand voices and tone
• Identify complaints and differentiate between each product line to bring to resolution
• Deliver exceptional execution of weekly/monthly reporting obligations in partnership with Social Media Operations Team
• 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 and Goldman Sachs Bank USA, as well as reviews of CFPB and marketing complaints
• Perform basic analytics leveraging key customer data sources (complaints, social media, etc.) to uncover actionable insights
  

Basic Qualifications

• Two to three years of customer service experience, preferably working with social media
• Willing to work flexible schedule, including nights and weekends
• Exceptional written communication skills
• Strong attention to detail and the ability to work well in difficult situations
• Passion for delivering a great customer experience
• Strong working knowledge of the major Social Media platforms including Facebook, Instagram, Twitter and LinkedIn
• 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