As part of Platform Solutions segment at Goldman Sachs, the Consumer Advocacy team works closely with the first, second and third lines of defense to advocate for consumer interests and mitigate consumer dissatisfaction/harm.

Within the Customer Advocacy team, the Consumer Pulse team acts as the SME for managing Consumer complaints. With a unique combination of data knowledge (product, customer and, risk), tools (SQL, Excel, Reporting Suites and Python) and skills (analysis, reporting and audit/exam support), this team drives centralized reporting, deep dives and key insights across multiple consumer lines of business.

Responsibilities:

Participate in the complaints feedback loop process by sharing/collecting insights across stakeholders from product, advocacy and second lineGenerate and present executive level complaints reporting on a regular basisConduct deep dive analysis on customer complaints and present insights / recommendationsEvaluate / Identify proactive indicators to minimize customer complaintsAct as a liaison to provide complaints metrics / insights to Risk / board reportsWork with governance teams on a needed basis to build controlsPrepare audit artifacts on a needed basis

Qualifications:

2+ years of relevant experienceRobust data analytics skillset, using advanced analytical techniques (including SQL), with ability to communicate and synthesis large data sets into executive level presentationsAbility to create executive level reportingStrong risk management mindset, including ability to handle sensitive regulatory remediation matters and drive to completionOrganized, detail oriented, strong project management skillsConsumer Banking background is a plusKnowledge of Tableau and other reporting suites is a plusKnowledge of ML techniques is a plus