Marcus by Goldman Sachs, Complaints Specialist, Richardson, TX/Draper, UT

Marcus by Goldman Sachs

As the online consumer banking business of Goldman Sachs, Marcus operates as a digital bank, providing high-yield savings accounts and Certificates of Deposit (CDs) 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, and is recognized as the largest pure online bank, delivering a fully digital experience without physical branches.

About the role

As a Complaints Specialist, you will be responsible for investigating and resolving escalated customer complaints related to US Deposits products and services. Acting as the primary point of contact throughout the complaint lifecycle, you will conduct detailed research, identify root causes, and ensure concerns are resolved fairly, accurately, and within established service level agreements. You will partner with internal teams to gather information, recommend solutions, and support process improvements that enhance the customer experience while maintaining compliance with regulatory and risk requirements. Success in this role requires strong analytical and problem-solving skills, excellent written and verbal communication, meticulous attention to detail, and the ability to manage multiple priorities in a fast-paced environment. You may also provide inbound call support and conduct outbound follow-up calls as needed to efficiently resolve customer concerns and deliver timely updates.

Responsibilities:

• Serve as the primary point of contact and investigator for US Deposits customer complaints, ensuring thorough and timely resolution.
• Manage a portfolio of assigned complaints while meeting established service level agreements (SLAs) and monthly performance targets.
• Research, analyse, and resolve complex customer concerns, identifying root causes and recommending appropriate solutions.
• Partner with cross-functional teams to improve processes, reduce manual handoffs, and support automation initiatives.
• Drive efficient complaint resolution to enhance the customer experience and reduce turnaround times.
• Consistently meet quality, productivity, accuracy, schedule adherence, and risk management standards.
• Handle inbound requests from Front Office teams and customers, providing professional support in accordance with quality and compliance expectations.
• Conduct outbound follow-up communications as needed to provide updates, gather information, or confirm resolution.

Basic Qualifications:

• Strong analytical, investigative, and problem-solving skills.
• Ability to prioritise and manage multiple tasks in a fast-paced environment.
• Excellent written and verbal communication skills.
• Ability to provide and receive constructive feedback in a professional manner.
• Exceptional attention to detail with a strong focus on accuracy and quality.
• Self-motivated, adaptable, and committed to continuous learning.
• Proficiency in Microsoft Office applications, including Word, Excel, PowerPoint, and Outlook.

Preferred Qualifications

• Experience handling escalated customer complaints, disputes, or complex service issues.
• Background in deposits, banking operations, financial services, or a regulated environment.
• Experience conducting investigations and documenting findings in accordance with compliance and regulatory requirements.
• Proven ability to balance customer advocacy with risk, policy, and regulatory considerations.

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.

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