Marcus by Goldman Sachs, Complaints Team Leader, Analyst | 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' 150+ years of expertise with intuitive digital experiences, focusing on value, transparency, and simplicity for its millions of customers.

About the role

As a Complaints Team Leader, you will lead and develop a team of 15-18 Complaints Specialists, ensuring customer complaints are resolved fairly, efficiently, and in line with company and regulatory standards. You will drive team performance through coaching, feedback, and ongoing development, while acting as an escalation point for complex customer issues. Additionally, you will monitor service levels, identify process improvement opportunities, and foster a high-performing, customer-focused team culture.

Job Summary: 

• Lead, manage and supervise the day-to-day operations of a team of 15-18 representatives 
• Monitor and evaluate performance of the team, rewarding behaviors and/or performance when appropriate and addressing performance and behavioral issues as they arise
• Train, provide direction and enforce policies and standards to help the staff achieve departmental goals and objectives 
• Establish schedules for team members 
• Assist with interviewing and selection of team members and serve as a role model/mentor to your team and others 
• Conduct weekly one-on-ones and bi-monthly staff meeting, as well as on-the-spot coaching / feedback 
• Monitor cases and work closely with the QA teams to closely manage ongoing professional and personal development of operations team members 
• Create and maintain an environment with intense focus on customer satisfaction and professional customer support balanced with consistent achievement of standard business objectives 
• Provide hands-on assistance to team members while serving as an escalation point for the operation's customer issues and complaints 
• Offer guidance to the management team in such areas as real time operational performance, ensuring that service level targets are achieved as set by the business 
• Recommend improvements in business processes and ensure optimal resource utilization and audit compliant administrative process and strategy 
• Assist in project planning and identification of issues by monitoring projects and delivering the improvement/process on time 

Basic Qualifications: 

• High School degree, Bachelor's degree or equivalent military experience
• Minimum of 3 years in supervisory experience 
• Strong understanding of customer service experience and process improvements 
• Must be self-directed, detail oriented, driven and able to work independently in a team-oriented and fast paced environment and have a positive attitude 

Preferred Qualifications: 

• Leadership experience 

Job Shift

Operating hours are Monday to Friday, between 8:00 AM and 8:30 PM CT. Your specific shift will vary within these hours. Weekend availability may be required in the future.

Location

Openings are available in Richardson, TX, and Draper, UT. This role operates under a hybrid working model, requiring three days per week in the office. Full office attendance may be required in the future.

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

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